Consumer complaint received 2017-11-14
Company: SELECT PORTFOLIO SERVICING, INC.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I am filing this complaint as I feel my property is being foreclose on illegally. I have had this loan since XXXX and have maintained my payments since I obtained it. In XXXX after the mortgage crisis my loan got sold to a servicer which did not contact me for 6 months to let me know they were servicing it and for me to be able to make my payments. The lender I had before went out of business and they sent me a letter to let me know, and that they would be contacting me to advise where my payments could be made. I did not receive any other correspondence for 6 months until the new servicer contacted me for payment to let me know I owed 6 months and that they were my new servicer. At this point being that I did not know who to make payments to, and the new service showed up asking for 6 months of payments which I did not have at once, they put me under a default foreclosure status. I attempted to work with them however, nothing was fixed or solved rather than them contacting me to pay the debt in a Lump sum. To make matters much more difficult, my wife during this time period got diagnosed with a difficult terminal XXXX which caused her to stop working and reduced our household income, which took several years for me to get back up while working an extra job so I could make sure to be able to make good on my expenses including my mortgage. 

3 years ago SPS took over the loan and for some reason they were sending all my mail to an address which they claim the previous servicer made up. The address they were sending it to was XXXX XXXX XXXX, XXXX, MD XXXX. This is an address which I ahve never used, nor do I know where it came from, or where that is as that city does not exist. Since then they have been sending my mail there for 3 years until I called in a few months back and I asked about my mail and I had to change my address to property address as it should have always been, being that I never changed it with SPS or my previous servicer, rather it was completely made up on their part and they can not provide a time when it was changed or how it was changed, or why it has a made up city and a made up address which in reality does not exist. 

To make matters even more difficult during the past year I have never received any contact form them to try to assist me in getting back on track with the debt, but rather they were just moving forward with foreclosure without any concern of having contacted me or tried to reach me in order to get the account back on track. In speaking to a representative ( CASE MANAGER ) for my case 2 weeks ago when I called in she stated that they did not have a phone number, and that they had 5 different numbers that they were calling but disconnected. When asked were SPS obtained these numbers the representative stated that 1 of  them they had from the previous servicer and that the other ones they had researched themselves online and through their means, which basically means they added numbers to my account that they found online without even knowing if it was my number. Once veryfying that these numbers were not mine or were disconnected, they proceed to attempt to call them without ever contacting me or findging a more appropriate way to contact me. 

During this time not only were they sending my mail to a mad eup PO Box address with a city that does not exist, but furthermore calling 4 different number that were disconnected that were not my numbers, but numbers they found online that were not my phone numbers. 

This all brings the folloqing questions. I have had my property for 10 years and have been working for the same company in the same building for 20 years. If they supposedly researched me to get my number and my job has not changed in 20 years, which means they have my employment informatiion since I got the loan in XXXX and has not changed, why did they not attempt to contact me through there? Why did they not attempt to send me ALL my mail rather than " some '' certified letters to my property address? Where did they come up with the made up PO Box address? who changed? why is the address to a non-existing city? 

All of these questions were not able to be answered by the representative of the ombudsman ( advocacy group ) department at SPS. Furthermore in speaking to this department and explaining all these concerns today, the representative explained that they were going to be requesting the postponement as they did not know how that address was placed on filed and could not provide a time of when it was placed or by who. After being told it would be postponed, the representative got back on the line and stated she was sorry but now they would not be postponing it because they saw a couple of certified letter went actually to my property address, even though they had the PO Box on file since they got the loan, all the way to XXXX XXXX when I called in and asked why I was n't getting mail and they actually changed the mailing address. The fact that they go back and forth in one phone call where they are admitting they made a mistake and would postpone, and later in the same phone call they come back and say they did n't make a mistake and they are moving forward with the sale date, makes me feel I am being wronged in the foreclosure process. Furthermore the foreclosure attorneys on file do not seem to have these answer either when I brought the concern to them. 

All of these things combined and the fact that I have been doing research on foreclosure being carried out illegally, without taking the necessary steps required by law, makes me feel that my property is being foreclosed on illegal and that I was not given a fair chance at getting this loan back on track. I hope that through this mean I am giving a fair chance at getting my loan back on track as I was not informed or contacted by them as I should be, being that they did not contact the right phone number and sent my mail to a fictitious address, which they can not explain how or when they got.

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