Consumer complaint received 2021-11-24
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX we started a loan modification process with SPS and uploaded all the requested documents the same day. I have been on XXXX 's Comp for 2 years as shared with them and XX/XX/XXXX my benefits ended as they are only paid out for XXXX weeks. I applied for State XXXX was denied and now only receive {$580.00} every XXXX weeks a proration of my future settlement. On XX/XX/XXXX I received a notification from SPS that they wanted all the docs I already submitted and were requesting things like paystubs, even though I had made clear I was on XXXX. I followed up and they said a XXXX would look into this. On XX/XX/XXXX they sent another letter asking for all the same information, but also now XXXX paperwork I had already sent. I called back and they said they would escalate the issue. On XX/XX/XXXX they sent a notice that again they wanted paystubs and now bank statements ( which they already had ). I was transferred to a XXXX who again said they would escalate the issue. On XX/XX/XXXX they sent another notice again asking for paystubs and bank statements, but now also asking for a stamped copy of the divorce decree and " judges signature '' on the Quit Claim Deed. After XXXX hours I was able to walk them through the documentation to show they had both these items, the divorce decree was in fact stamped by the judge and my wife advised them that QCDs are NOT ever stamped by the judge. Again they said they would escalate this and we should see an immediate resolution. On XX/XX/XXXX they again asked for the XXXX and XXXX XXXX and to have the ex-wife sign the modification request. Another hour of walking them through the file, them acknowledging that they did in fact have the documents, and promises of escalations and a confirmation that the ex did not have to sign the paperwork. On XX/XX/XXXX they sent a new notification that they were missing paystubs. Once again we asked to speak to a XXXX, and then they asked for the XXXX 's XXXX paperwork that was submitted on Day XXXX. We re-uploaded this while we were on the line, they confirmed receipt, once again said they would be escalating our file to the Underwriter and we should hear something any day confirming our complete package. On XX/XX/XXXX they sent a request saying we were missing the ex 's signature on the modification request. The next called back were told that no, they didn't want that, they wanted clarification about deposits into the checking account. We explained that the deposits came from an account that I was not on ( just my current wife 's funds who is not on the loan ). She asked if we needed to provide the top XXXX of the statement and they said no, just the verbal would be fine but they would now need XXXX more days to process our paperwork. We argued that this was excessive requests for documents and processing times and that we would file a complaint with the CFPB accordingly. The XXXX XXXX stated that since we said we were going to file a complaint he would not note our file of the bank statement clarification Underwriting was requesting. My wife said that no, we do want this noted and he said he would process and escalate the problem. That same night they sent a new notification that they want all my current wife 's bank account statements even though she is not on the loan. Specifically it says " For each customer ( and/or non-customer whose income is used toward mortgage-related expenses ), who has checking and/or savings accounts : A copy of the XXXX ( XXXX ) most recent statements for all accounts, including all pages. '' I feel this is a major overstretch to request income documentation from a non-borrower and I am asking for the CFPB to intervene for assistance accordingly. They have gone out of their way to stall assistance knowing full and well I am facing a hardship.

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