Consumer complaint received 2017-11-28
Company: SELECT PORTFOLIO SERVICING, INC.
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My husband was hospitalized on XXXX/XXXX/XXXX due to some complication of his XXXX and he passed away on XXXX/XXXX/XXXX. I fell behind with my mortgage with SPS. I contacted XXXX XXXX XXXX of XXXX XXXX to meet with a housing counselor. I met with XXXX XXXX who is one their housing counselors. He helped filled out a lost mitigation application so that SPS may consider me for a loan modification. The first completed application was sent to SPS through the XXXX XXXX XXXX on XXXX/XXXX/XXXX. The application was declined because the system had pre-filled my information and only included the last 4 digits of my social security. XXXX XXXX sent a message to XXXX saying that the social security was not acceptable with only the last 4 digits and that the XXXX that was submitted was outdated. XXXX emailed XXXX XXXX asking for a copy of the new XXXX since the one that submitted was the one that was provide by the XXXX XXXX XXXX. XXXX XXXX did not respond to XXXX 's request. I called SPS and spoke to a gentleman whose name I do n't remember. He stated that there is no need for me to work with a third party and that I could do everything on my own online through SPS. I explained to him that I 'm not too familiar with technology and that I have work with XXXX XXXX XXXX in the past. The gentlemen was rude and was pushing for me to no work with a housing counselor. XXXX called me and we added the entire social security to the application and resubmitted the same application on XXXX/XXXX/XXXX with the social security number corrected. XXXX XXXX emailed XXXX again and said that the application was completed but was rejected because the XXXX was outdated. XXXX once again email him asking for a copy of the most recent XXXX since the XXXX XXXX XXXX did not provide it. XXXX XXXX once again did not reply to that request. I received a letter from SPS on the week of XXXX/XXXX/XXXX which included SPS XXXX. I brought it to XXXX. SPS XXXX does not require a social security number so I do n't understand why it was rejected when only the last 4 digits of my social security were provided on the initial application. I have attached a copy of the XXXX provided by the XXXX XXXX XXXX which was outdated according to SPS and the new XXXX which is pretty much the same as the outdated. XXXX XXXX email XXXX XXXX/XXXX/XXXX stating that I was approved for a trial period. My mortgage payment prior to falling behind was {$620.00}. The new payment will be {$780.00}. XXXX wanted to the breakdown of this payment to find out why my payment went up by more than {$150.00}. He contacted SPS and spoke to XXXX XXXX. She stated that there was no third party authorization on my account and could not give him any information. XXXX stated that he just got an email from XXXX XXXX stating that a trial modification was approved and that a third party authorization was on file. He asked to please look for the third party authorization and told him she could n't because he was n't authorized. He asked to speak to XXXX XXXX and XXXX stated that she could not give him any agent 's contact because he was not authorized. I am frustrated with the way SPS has been treating me and XXXX. Giving an agent 's number has nothing to do with my personal information. XXXX XXXX does not respond to emails and has not provided his direct phone number. Why is it that when I call SPS I am told that I should n't be working with a housing counselor that provides free services? I have been dealing with the passing of my husband and I am trying to be active to not loose my house. I have complied with everything SPS has requested. I am doing my best to adapt living without my husband and his income. I am asking SPS to authorized XXXX XXXX 's as a third party on my account. I am also asking them to review my information again because I do n't understand why my mortgage payment went up after I showed SPS that I am no longer receiving my husband income. I am asking SPS to respond to us in a timely manner. Thank you.

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