Consumer complaint received 2017-05-02
Company: SELECT PORTFOLIO SERVICING, INC.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Date : Tuesday,    XXXX   XXXX   XXXX    Attention : Consumer Financial Protection Bureau  Re  :  XXXX  and  XXXX   XXXX  Principle reduction Request Property :    XXXX   XXXX   XXXX   XXXX     XXXX  NJ  XXXX  Mortgage Loan :  XXXX  Select Portfolio Servicing I am requesting assistance with Select Portfolio and/or   XXXX   XXXX   XXXX   For years I have been working with them on a modification/principal reduction and it has come to my attention recently that they are attaching those fees to the back end of my mortgage and calling it a deferred principal reduction which has put my property severely under water. Per their most recent statement I owe {$610000.00} and the property values in the area are only {$310000.00}, causing me to pay almost double for my home. I have been diligent in my communications in providing  Select Portfolio  and/or   XXXX   XXXX   XXXX     with anything they  may  need to execute these requests, and they have not responded in the same way. Please see the steps I have taken over the last  XXXX  years and you will find that my servicer did not provide me with options to help me successfully keep my home after the financial crisis of   XXXX   and instead they provided me with broken communication and doubled my mortgage in the end. Please help me to save my home with my requested principal reduction.     These are all of steps we have taken to get into a modification over the past  XXXX  years.   When we originally applied for a modification it was granted from    XXXX   - XX/XXXX   for 3 months. To get into the modification was easy to get out took over 2 years of paper shuffling with   XXXX   XXXX   then   XXXX   XXXX   XXXX  . We sent  XXXX  of letters, documentation over and over again. Then we would follow up with a call to be denied time after time. Even when I confirmed they received all the paper work a week later we would be told we needed to resend paperwork again. I went so far to visit   XXXX   XXXX   XXXX     branch offices to turned in paperwork because  XXXX   XXXX  office set up arraignment with   XXXX   XXXX   XXXX   president office. To still be told that the person we gave the paper work to no longer work for the company but to just refax it again.     We have written the  President  of the United States for support and advocacy about the same issue with no success. I have faithfully called for over 6 years with constant stories about why we were not in able to receive a principle reduction modification.     I contacted several attorney regarding they matter to help get paperwork into Mortgage Company to be told they were not successful.      XXXX   XXXX  office contacted the   XXXX   XXXX   XXXX  , submitted our paperwork but was still told they did not recieve the paperwork.      XXXX   XXXX  had a meeting at the  XXXX  center in  XXXX  to meet with representative from   XXXX   XXXX   XXXX   .  We showed up for every meeting gave them our paperwork. Still to be told we they did not have the paperwork or we were not eligible because of debt ratio.     Was advised by     XXXX   XXXX   XXXX     to work on debt ration.  Se  we took classes with their approved agency  XXXX   XXXX , cut our debt and increase income. Still not successful.     Contacted a current class action lawsuit to be told were not eligible under the stipulation of the case.     Our mortgage was  XXXX  in    XXXX   XXXX    we requested a  XXXX  month adjustment because my husband overtime was effected to then be provided with a modification that was higher than our original mortgage monthly payment because it took so long from them to complete paper work. The unfair business practices have cost us dramatically our home today is  XXXX  we are  upside  down. The failure of the mortgage company to respond in a timely manner, notify us of our rights and loose hundreds of documents is unethical. We hope you can and will help us in this matter.     Recently, I was informed of even more dishearten facts of unfair business practices by my mortgage company. On    XXXX   XXXX   XXXX    I called and spoke with  XXXX  and requested we review my current modification because I notice my mortgage amount on my credit report shifted from  XXXX  to  XXXX  on  XXXX . She explained that I had received a deferred principle reduction. She stated that in   XXXX   I received a principle reduction on my mortgage but failed to make any payments. I asked  XXXX  to fax me the paper work and provided her with my fax number. Please note I was never aware that I had gotten a principle reduction in  XXXX .  XXXX  stated she could see my husband and my signatures at the bottom of the form. She went on to explain the amounts was On   XXXX   XXXX   I then contacted  XXXX   XXXX  through  XXXX  and spoke to  XXXX   XXXX  I asked him to call back with me to the mortgage company as a support agency to ask question because I was never aware that I had gotten a principle reduction. We placed a three-way call after verification  XXXX  began to ask question. Once  XXXX  began to inquire about the principle reduction the phone call was disconnected.     On   X/XX/XX   ) I called back spoke to another lady but was disconnected  XXXX  more times that day.   On   X/XX/XX   I received   XXXX   Modification paperwork via faxed but never received   XXXX   modification that  XXXX  spoke about.     On   X/XX/XX   I was told my request was closed because there was no modification in  XXXX  the response was modification not found.     On  XXXX / XXXX / XXXX  I called back and spoke with  XXXX  she stated that she did not see any modification in the system for  XXXX  but saw notes from  XXXX  saying she would fax me the  XXXX  modification information and details of our conversation.  XXXX  said however she did see a letter saying I was eligible for a modification in  XXXX . I asked her to fax a copy ( I never received that paperwork ).  XXXX  said she would email  XXXX  ask her to call me and resend the papers she found in the system for   XXXX   principle reduction modification papers work.     On   X/X/XX   I called back for an update on my paper work and was informed that they were waiting for an upload into the system from   XXXX   XXXX   XXXX  . I then faxed a written request for my entire file to be sent from Country Wide,    XXXX   XXXX   XXXX   and Select Portfolio  on    XXXX   XXXX   XXXX   because of the constant delays. Then requested to speak with   XXXX   because she was able to see the documents but no one else was able to see it in the system.      X/X/XX  I called and spoke to  XXXX  told him I never got a call from  XXXX . He stated he would email her again. I also confirmed they had my written request for all my paperwork.  XXXX  stated copy of   XXXX    modification was sent and then they case was closed. I asked him to not close my case and to send me all of my paperwork .     X/XX/XX  I called again and spoke to   XXXX   reviewed all my notes and asked again why was n't   XXXX    modification sent. I confirmed they had the correct fax number.       XXXX  stated she saw all the previous note but she was unable to find any documentation dating back to  XXXX  through   XXXX  . She then open up a task but I should plan to get a response   XXXX   XXXX   but no sooner.
At this point, I know I need support from an agency that regulates mortgage companies because all other effort have failed.   XXXX   XXXX   provided me with your contact information to file a complaint against Select Portolio. I need them to find all my documentation regarding any/ and all modification of principle reduction. If would also assist me in understanding what happen over these past   XXXX   years. Are we eligible for a principle reduction but instead was enrolled into a deferred principle reduction plan.         If you are in need of any additional information please feel free to contact me at  XXXX .     Sincerely,  XXXX   XXXX

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