Consumer complaint received 2018-10-02
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
So we have been trying to work with SPS and we are not getting anywhere we really need help dont know where else to go. We are trying to avoid paying for help from a third party. I have owned the home with my mother since XXXX we keep getting mixed information. We have SAle date XXXX/XXXX/XXXX. we are being told that while our complaint is being reveiwed that our sale date would be post phoned. we were also told on XX/XX/XXXX that a letter went out saying they will resolve this by XX/XX/XXXX thats the date of our sale by the time they complete everything our home will be sold. SPS has a habbit of sending information that is time sensitive out to late. i did recieve the letter yesterday that was dated XX/XX/XXXX saying exactly what XXXX XXXX told us on the phone. first time we got a letter so fast. but it was not time sensitive. we also recieved a letter yester dated XX/XX/XXXX saying thank you and we are looking into help for us all while still moving forward with forclosure no date has been post phoned. my mom will be XXXX she cant take much more we have a XXXX family member here we can not leave in a day out of a home we have lived in for 12 years. i have attached a copy of all letters for your reveiw.we asked yesterday to speak to a manger we were able to speak with XXXX XXXX who told us they would post phone the sale date that it would be wrong to sale while case was being reviewed she also said that they were tring to hurry up because from the notes she can see they dont really want to do that post phone. well that caused concern we want our file looked at very carefully and with do-deligents. 
We are scared we have been told so many times we can get reveiwed and then no. we want the options that are available. not just relocation. however with that being said. 
If they reveiw us and we cant get help and all is left is to sale then we are willing to let go. but we need time to do that. We have had changes that we have been stateing over and over for the good that could change the outcome of our reveiw but our relationship manger has refused to present it to the investor he told us that on the XX/XX/XXXX .his name is XXXX XXXX XXXX XXXX that same day a letter is sent saying that sps is comitted to home rention and offers assitant options to there customers and thanks us for calling. 
the problem is when we recieved the letter yesterday we called and no option are available i have attachted a copy of the letter They have blocked our account from submitting a reveiw package online also even though the Home owners bill of rights clearing states we can be reviewed mulitiple times. i have attached a copy for your review. We want to be fair to SPS and to ourselves. WE have a large lump some that we beleive. will help with a diffent out come of our reveiw. We dont want to buy time or a band aid resolution we want to keep our home and we want to pay it. WE are asking to please help us sps. we cant seem to get anywhere they keep putting sale dates on our home while being looked at for resolution That is considered dual traking which goes against the new laws which i have attatched.We have yet to be reviewed without a sale date that allows sPS to move forward with forclosure quickly because the never stopped the process while we are being reviewed.My point is we would not be filing a complaint right now if they were following the new laws.

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