Consumer complaint received 2023-09-19
Company: SELECT PORTFOLIO SERVICING, INC.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu

Complaint:
I am beside myself at how horrific SPS has mishandled my loan assumption request. The mortgage with SPS was in my father and mother 's name ( XXXX XXXX XXXX and XXXX XXXX ). They both passed away when in the process of doing a loan modification. After their passing, the law firm I hired has helped me apply for a loan assumption so I can assume the loan of my parents and keep the family home. 

The law firm told me that this is by far the worst mishandling of a file that they have seen in the past 10 years. On XX/XX/, a complete Successor in Interest package was submitted to SPS. We later found out that they never did anything with the documents or update the file to show me as the Success or Interest. A new loan assumption package was submitted on XX/XX/XXXX  with all of the same information, but with updated documents to ensure the package was complete. From this point, I could go on forever about how many times the law firm followed up to find out that they claimed the XXXX form was blank that they received. They had over 10 managers involved who pulled the emails and confirmed the XXXX was all correct and not blank. Yet, they continued to ask for documents they already had and we had to continue fighting a battle that never should have happened. The managers at SPS openly admit that their system automatically uploads the documents into the system which clearly caused an unacceptable delay when they had the Successor in Interest documents back in XXXX of XXXX  and a complete financial package on XX/XX/. 

It literally took almost 3 and a half months of them making mistakes, requesting documents they already had on file, delaying reviewing the file timely before we received a letter stating the application was complete. The major issue I have that is not acceptable on any level is that due to their major delays, which were 100 % on their end, they ordered the sale on my home and it is now set for XX/XX/! 

First, the sale NEVER should have been ordered to begin with as the only reason the file wasn't deemed complete back in late XXXX or early XXXX is completely the fault of SPS. It's truly at the point that it looks intentional and unethical at the highest level. Over 10 managers had reviewed and confirmed SPS 's mistakes and said they would get it corrected over the past 3 and a half months but never did they actually do anything to fix the issue to ensure the file was deemed complete. 

In the complete assistance application review letter that I have attached from SPS, they clearly outline that they will advise their attorney to postpone or cancel the sale date while the file is in review. Yet, when the law firm continues to request that the sale date be postponed or withdrawn, they won't do it. This is completely unethical and the sale date needs to be cancelled immediately! 

Lastly, the law firm received another letter today requesting additional information. It never ends as they just keep screwing up! My law firm clarified the question they had today so they can't try to claim they don't have everything they have requested and continue to request.

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