Consumer complaint received 2021-11-08
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX the Cares Act allowed me a mortgage forbearance. My loan was through XXXX XXXX  and this forbearance was approved. XXXX had informed me that my loan was backed by XXXX XXXX ; however I have since learned that they were mistaken. The California Shelter in Place order required that I stop working, and during this time I was unable to pay my mortgage, and therefore continued my forbearance until what would have been reinstating payments on XX/XX/XXXX. 

Prior to XX/XX/XXXX, my loan was sold by XXXX XXXX  to SPS Mortgage. In early XXXX I contacted SPS Mortgage and they asked that I fill out an Application, which I promptly did. During the month of XX/XX/XXXX I contacted SPS regularly, and was constantly told they had not received the required information, all of which I had provided. I resent all the information as requested. Finally I was told my loan was under review. I asked that my missed payments be added to the back of the loan. I heard nothing back and continued to contact SPS as to the status of my Application. On XX/XX/XXXX I attempted to make a mortgage payment, yet SPS denied me stating that the payment would apply to XX/XX/XXXX and not the XX/XX/XXXX payment and that my loan was still under review. During the month of XXXX until now, I have contacted SPS numerous times, each time being told yet again, they needed additional paperwork ( already provided ) that one page was blurry, to which I resent it. I was then told yet again, they had everything they needed and my loan was under review. I contacted them again and again they said the one page was blurry, to which I told them I provided an additional copy and was told it was clear and legible. They asked me to send it yet again. At this point, I do not know what to do. Prior to the Cares Act instating the Forbearance Plan and XXXX accepting my Forbearance, I had never been late on a mortgage payment and I have excellent credit. I have sufficient savings now to be able to resume payments, as they were prior to the pandemic. I only ask that the missed payments be added to the back of the loan. SPS recently said it was under review ( as they had stated twice before ), and that it could take a month to get back to me. 

I am being given the obvious runaround by this less than professional company that has no apparent desire to work with me. They continuously tell me one thing, and then another. No other company will refinance my loan without my making three payments, however, if I make three payments they will apply them to the XXXX missed payments which is not sufficient to refinance. I fear this company is stalling and is charging me late fees and penalties for the past two unpaid months, has no desire to remedy my situation, and is wanting to foreclose on my property. 

Again, I am able to resume payments as of XX/XX/XXXX. I would gratefully request that you help me to resolve this matter as quickly as possible. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX

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