Consumer complaint received 2018-09-15
Company: SELECT PORTFOLIO SERVICING, INC.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Select Portfolio Servicing is the company that has my mortgage. I purchased this home inXX/XX/XXXX as a sole borrower. The loan was sold to SPS by XXXX XXXX. When the home was purchased I had two mortgages, XX/XX/XXXX. I was able to do a loan modification HARP with XXXX leaving me with one mortgage loan instead of two. After SPS became the services or I experienced job loss, family death, and illness and fell behind in my mortgage. During this time I reached out to SPS for assistance. SPS could never offer me anything other than a short sale as I viewed as homelessness. While I was unemployed and asking for assistance I was told there was nothing that could be done by them to provide assistance to because I was not working. When I became employed and reached out for assistance in regard to the mortgage being delinquent I was advised that they only had programs to assist unemployed borrowers. After getting married and asking for assistance with my spouse with our joined income over 100K SPS advised that my spouse and I did not have enough income to be able to afford a modification, and work out plan. I applied for assistance through other agencies and was able to get assistance. I was rescued through XXXX XXXX XXXX and they provided a XXXX payment to SPS and my mortgage was reinstated. After the mortgage was reinstated and my mortgage was current I applied for a modification again ( XXXX ). I did the application alone with my yearly income being {$61000.00} SPS stated that I was denied because my home was affordable. This was shocking because a few months prior my wife and I were denied with a combined income of XXXX for not being able to afford a workout plan. I spoke with a representative on a recorded line from SPS ombudsman department I asked her about a rate reduction plan, and HARP. She advised that SPS does not offer HARP, and I did not qualify for a rate reduction. She then stated SPS is not the bank and only the servicer, so it is not them its the bank and that I need to speak directly to them. I asked who the bank was and she stated she could not advise that information over the phone. She stated that she would mail that information to me. I have not gotten anything in the mail about this. When SPS was trying to foreclose on the property there was never any mention of any other bank. When the attorney sent mail to my home it always stated the firm represented SPS. Going through modifications with SPS I would call them and ask for status on for example the XXXX of the month, and they would say that its still pending. A few days later I would get mail dated the XXXX of the previous month advising that a decision was made and I was declined. Then after that somewhere around the XXXX I would get another letter stating that SPS is still in the process of making a decision and they are committed to homeownership, and keeping customers in their home. In previous complaints filled by me on SPS I have accused them of racial discrimination and to date this has not changed. I also accused them of neglect and not actually looking to provide the assistance that I am asking for. They don't take the account serious and only having a customer spin wheels sending documents with no intentions of providing assistance.

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