Consumer complaint received 2017-05-17
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have applied for and been approved for a government grant to replace my roof. It is 27 years old and was s upposed to be a 15 year roof. It has leaked many times and we have patched it with tar. Our insurance company has notified us that we will no longer be able to get insurance on it if we do not have the roof replaced by  XXXX .     The grant is through   XXXX   XXXX   XXXX   XXXX   XXXX    It is also known as the SHIP program. They are going to replace my roof, replace the h ot water heater with an  XXXX   XXXX  rated hot water hea ter, Install GFIC rece ptacles, install smoke detectors, replace the air conditioner, insulate the attic, and replace all windows.   As a part of this process, they sent me a letter on  XXXX   XXXX ,   XXXX   for me to forward to my mortgage company for them to sign and return. It notifies them that there will be a second mortgage on the home, which will be due if we were to sell the home. Every year the amount which would be owed goes down  by 20 per cent. After 5 y ears nothing is owed. The letter clearly states that this mortgage is subordinate to the mortgage they hold. I immediately sent this letter to the mortgage company.     On Friday,  XXXX   XXXX ,   XXXX  , the Project  Manager  contacted me and stated that he needed this form back b efore the County  Commissioner 's meeting on Monday, because they were approving the bids for the work to be done and that they might not approve the bids if the form was not in the file. I immediately contact ed Select Portfolio Servicing, Inc. and told them I needed the form asap. They denied receiving it even though they   confirmed that I sent it to the correct address. I made the urgency of the matter very clear. The first person I talked to said for me to send a cover sheet and  put Attn. Research  Department. I did and put super urgent on it and explained the situation and attached another copy of the form. The representative,  XXXX , said she would escalate it in the system.     I contacted them again a t   XXXX   XXXX    when I still had not received the form. I spoke to  XXXX   XXXX  this time and made the urgency clear again.     At  XXXX  I spoke to   XXXX   XXXX    ( they really slur their names when they give you their names ) He told me that he was assured  it would be done today.     I also sent three urgent faxes to them about this on Friday.     I sent another urgent fax on Saturday,  XXXX   XXXX ,   XXXX  .     On Monday I called again and spoke to  XXXX   XXXX . He claimed the first representative told me it would  be 3-5 b usiness days, even though I clearly told her I needed it by Monday. He also claimed that I did n't send any faxes until Saturday, despite the confirmations I have. I talked to  XXXX   XXXX , who is supposed to be a supervisor and she tells me they need documentation of the work to be done. They could have told me this the first time. I sent another urgent fax with the requested information and gave them the number, fax number, and name of t he Project Manager.      They did not deny my grant, but they still need the letter by  XXXX   XXXX ,   XXXX   when the contracts are to be signed. I have pretty much absolute certainty that they will not comply even though I have explained that if I ca n't get the roof replaced there will be a foreclosure. They should not have the right to  XXXX  us over like this.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation