Consumer complaint received 2017-08-03
Company: SELECT PORTFOLIO SERVICING, INC.
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My complaint is against XXXX for over a year Ive been trying to get some assistance from them with my house.
I first made contact a in XX/XX/XXXX I requested they remove the escrow insurance & tax payments from my account since the majority almost 70 % of my monthly payment went toward escrow I wanted to pay them separate. The rep told me because I made a late payment within that year it could not be separated.
A few months later in early spring I reached out and scheduled to meet with two real estate companies. The first realtor canceled the appoint via phone and stated he would email me comp sales in the area explaining why based on market value vs the balance owed they would not be able to sell the house. The 2nd realtor came to my house LOVED the housed ( she had just sold a smaller house 2 doors from me ) and said either I would have to either pay the difference as my neighbor did on his sale or the house would not sell because of the balance. She suggested I contact the lending company. I called XXXX  in/around XX/XX/XXXX explained that I needed to sell the house because I could no longer afford it. We discussed the account balance she explained the different XXXX  options ; balance modification, deed in lieu, short sale and she gave me all the details I needed for the process of balance modification. I gathered all my information a total of 35 pages which included the RMA ( request mortgage assistance ) pay stubs, tax returns, bank statements plus a 2 page letter explaining my financial situation. On XX/XX/XXXX as per the instructions on the XXXX packet I overnight XXXX ( {$34.00} ) the 35 pages of information they required for this process. I called them let them know it was sent and was advised it would take 30 days for an answer. Six weeks later on Saturday XX/XX/XXXX I called since I hadnt heard anything. The lady I spoke to said nothing was received and I would have to re-send. I asked if I could email it ( which I did XXXX once again I was told it would be 30 days BUT she strongly suggested that I should consider making a payment to bring my account out of delinquency because it would look as if I was trying to work with them on the approval process. On XX/XX/XXXX I received a letter stating I was denied the modification and I did not qualify for a loss mitigation program but could be eligible for a non-home retention like deed in lieu or short sale. I called them again this year not sure of the date to go forward with the option of a deed in lieu of foreclosure. a few days later I received a called from a realtor stating XXXX contacted her firm to come take pictures of my house for a BPO appraisal. XX/XX/XXXX I received a lettered dated XX/XX/XXXX denying my request for a deed in lieu because the current property value did not support this option. Then on XX/XX/XXXX I received another letter encouraging me to contact them to discuss options I may qualify for to bring the account out of default. Just recently in the last week of XXXX I received the official ten account balance with XXXX is {$82000.00} in the past 5 years Ive replaced the roof, windows, gutters, patio door & front door. My neighbor sold his 1,080 sq.ft home for {$32000.00} without any repairs, my house is 1,326 sq ft with multiple updates. I dont understand what amount myhouse was appraised at that XXXX deems the current property value does not support this option. XXXX has me running in circles. Please help I dont know what else to do!!

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