Consumer complaint received 2020-02-26
Company: SELECT PORTFOLIO SERVICING, INC.
State: MS
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Agreement Per Our Recorded Conversation onXX/XX/2020 Tonight I spoke with XXXX in the Loss Mitigation department. Prior to speaking with her I did write a letter to my relationship manager and as of today 's date I have not gotten a response this was almost a week ago. She advised me of my current status PRE FORECLOSURE which I NEVER got any documentation to this effect. I only knew until she had given me a call which was an attempt to fix the error. Prior to speaking to her I called and spoke to a rep and advised of the upcoming payments which they had agreed and had already accepted the bank bill pay system. During the last few months this account was in more than 2 status at one time. I the consumer was not fairly given the opportunity nor advised what or where the account status was due to payments missing and no one actually knowing what or where this account was. I had made numerous calls. Never ever was I told I was in pre foreclosure nor was I given a specific date due to being in a pending status due to waiting on a decision on a modification on two failed attempts. I as the consumer/borrower I have made numerous attempts to fix this account with no assistance nor attempt by Select Portfolio other than this one call today from a rep that was very helpful and patient. I sincerely appreciate at least after many attempts today  someone is helping me I hope cause I am still uncertain due to their track record. I did try to schedule a payment and she advised that she did see it in the system where I made several attempts to get current. She was very nice and advised she would wait for the payments to come in before going forward to another level I am still uncertain due to them saying one thing and always doing another. I advised her that all payments would be in by XX/XX/XXXX and that I would be giving her a call on that day to see if she had gotten all payments as agreed a total {$7900.00}. The money she advised is needed regarding account to stop any and all collection activity. I advised her my intentions to keep the property and she was willing to assist me with assuring all payments are credited to account as she agreed. My only problem is that they would tell me one thing on the phone and do another thing later. I would never get things done as they said they would. I only would like documentation stating the agreement because when you hang up the phone the company does whatever they see fit. Putting my account further into FORECLOSURE would only cost me more money when something is agreed already unfortunately, for me as the consumer/borrower can not believe nothing they say because they continue to do the opposite after hanging up the phone. Not sure if it is because they may be short of staff or because it may be too many accounts that they can not keep track of. Or their reps are not keeping notes to any agreement that they make and the extensions. It is always something not correct or rectified causing constant delay and misunderstanding in communication with the borrower. I sincerely request that all accounts with this firm are reviewed for if this is happening to me it is definitely happening to other consumers/borrowers. Unfortunately, the reps do not understand or do not care that they are actually affecting many lives without any care nor concern to work with the consumer

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