Consumer complaint received 2017-04-02
Company: SELECT PORTFOLIO SERVICING, INC.
State: VA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
XXXX XX/XX/2017. Initiated contact with SPS loan modification. The approval letter stipulated a payment of {$1200.00} is required for 3 months, on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX to be considered for a permanent modification. 
XX/XX/2017. Emailed & called SPS Relationship Manager XXXX regarding questions about offer letter. She never responded. 
XX/XX/2017. Initiated call with SPS Representative XXXX ; explained that due to my financial hardship I could n't pay rent late in my family 's current residence, as well as bounce bill payments as a result of paying the mortgage on the XXXX. I called for clarification re the grace period for the loan modification payments. XXXX told me that I had ALREADY pre-paid for the month of XXXX due to my XX/XX/XXXX payment of {$1700.00} and the payment in XXXX actually covered the XXXX mortgage amount due ( which was {$1200.00} ), so I was in fact meeting the loan term agreement. I asked what caused a discrepancy between the letter, her remarks and my online account. XXXX had no clear explanation. 
XX/XX/2017. Called SPS in order to again ensure that I would meet the conditions of the trial modification by paying mortgage on XX/XX/XXXX, in tandem with my salary deposit. SPS recorded the call. My husband XXXX was a witness to this conversation as I was on speakerphone. Representative XXXX informed us that though it was NOT stated in the letter, I could pay ANY DATE between XX/XX/XXXX and XX/XX/XXXX that would STILL apply toward my modification as meeting the terms of the agreement. When my husband explicitly asked if we could receive this in writing she refused and said " we do n't need to do that ''. She assured us that a payment of {$1200.00} on XX/XX/XXXX would still be eligible for the trial loan modification. XXXX arranged for payment withdrawals from my bank account on XX/XX/XXXX, XXXX and XX/XX/XXXX. XX/XX/2017. Mortgage payment was debited from my account as agreed. 
XX/XX/2017. Received a statement from SPS stating that I was in a delinquency status and that as of XX/XX/XXXX, I was 14 days delinquent on my mortgage payment. The letter also stated that I had entered into a Trial Modification Plan, which was confusing to me again. I did not understand how I could be delinquent given what I had been told by XXXX on XX/XX/<YYYY> 
XX/XX/2017. I phoned SPS and asked about the delinquency statement I 'd received. The call was recorded by SPS, I too recorded the call on my phone. The Representative stated that, as I had not paid on XX/XX/XXXX I had defaulted on the original trial agreement and was no longer eligible for the trial modification. I asked to speak to her supervisor. The supervisor, XXXX, stated that I was supposed to pay on XX/XX/XXXX. I grew very upset. I said that I had called SPS TWICE prior with two different agents from her company both whom had provided me with assurances that I had met the terms of the agreement. I complained about being given conflicting, misleading and inaccurate info regarding the flexibility of my payment schedule. She said that she understood and there may be a " training issue that needs to be addressed '', but that there was nothing that she could do to reverse this decision because I was already too late. This is important to note because she said that I was no longer eligible for the modification, however statements in XXXX/XXXX stated " Our records indicate that you have entered into a Trial Modification Plan, '' so how could it be both of these conditions? I have statements dated on XX/XX/XXXX ( letter ), XX/XX/XXXX and XX/XX/XXXX that all conflict with the verbal statements I was given. She never assumed any accountability for the misinformation that I had been given by SPS the program. In sum, this company is known for deceptive loan business practices and their incompetence has cost my family an extra {$500.00} per month ( see XXXX.org for more information on SPS Servicing , Inc. ). It is an unethical business.

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