Consumer complaint received 2020-12-21
Company: SELECT PORTFOLIO SERVICING, INC.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My father passed away from XXXX on XX/XX/XXXX. He was on a six month Forbearance Plan that is due XXXX XXXX which should keep property from going into foreclosure. 

I began calling SPS Servicing on XXXX XXXX to see what was needed to payoff the loan because my intent as the Successor In Interest is to sell the property. I called the relationship manager XXXX XXXX at extension XXXX. This information was obtained from the forbearance letter. I spoke with XXXX and she informed me since I was not authorized on the account I needed to send in the Death Certificate and Last Will and Testament. I mailed those on XX/XX/XXXX. 

XXXX XXXX I called back to same extension and got XXXX. He suggested I send via email to expedite. So I emailed the same documents on the XXXX to XXXX and received an auto generated response that documents were received. 

XXXX XXXX I called back to same extension and got XXXX. She said documents were being reviewed for Successor In Interest and to call back next week. 

XXXX XXXX I called back to same extension and got XXXX. She told me they still could not talk to me without providing a copy of recorded Deed with county seal along with Transfer On Death assigning property to me. 

XXXX XXXX. I received letter dated from SPS dated XXXX XXXX asking me to contact them regarding my request. I called same extension in this letter and got XXXX. He had no idea why I was calling and again said he couldnt talk to me since I was not authorized on the account. 

XXXX XXXX I emailed to same email address the recorded Transfer on Death showing property was transferred to me. It was recorded in XX/XX/XXXX. I did not receive the auto generated response like before. I called same extension as before and got XXXX. She said it takes 24-48 hours for email documents to show in system and to call back tomorrow morning. I explained to her I had a buyer for property and was scheduled to sign contract tomorrow. 

I emailed documents again at XXXX since I did not receive the auto response. Still did not receive auto response so there may be a problem with their system. 

XX/XX/2020. I called back to same extension and got XXXX. Documents still not received call back Monday. I told her same story that I needed to sign contract today or at risk of losing buyer. 

XXXX XXXX. I called back to same extension and got XXXX. Still no documents. She tells me it takes 25-48 hours to receive but then another 3-5 days to review before it will show up on the system. 

I work for a bank and I understand due to privacy act they can not give out information without proper authorization. The fact that I have called this company and spoke to 8 different people ( by the way I never did get my dads relationship manager, XXXX XXXX ) and told them my intent was to sell and provide a full payoff otherwise I may be forced to have them take back the property, no one seemed concerned or show any empathy for my situation. Obviously calling in 8 times, they could have gotten me to a member of management and they could tell I was not out to steal any personal information. 

There is probably no one at the other end of this complaint that cares what I have gone through but it helps to put my frustration in writing. It is difficult enough to lose a parent. I am trying to do the right thing and make the lender whole and they dont care if I pay them or walk away from the property. Again I understand these people are following their policies but sometimes the policies DO NOT help the customer.

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