Consumer complaint received 2020-01-31
Company: SELECT PORTFOLIO SERVICING, INC.
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
All calls were made to Ombudsman File was initiated on XX/XX/XXXX. We sent in the 3PA, Payoff statement request, short sale documents, offer and HUD to shortsaledepartment, Ombudsman, and several other faxes. 
Acknowledged on XX/XX/XXXX and on the same day, we sent in the RMA and Hardship Affidavit. Called  in, spoke to XXXX, We were informed that the homeowner needed to send in proof of residency. 
On XX/XX/XXXX, we received the electrical bill and sent it promptly to SPS. 
On XX/XX/XXXX we called in to Ombudsman dept and spoke to XXXX was confirmed that they rec 'd the docs we sent in and that the file was " Complete '' and it would take 30 days to make a decision. 
On XX/XX/XXXX, we were informed that there were missing documents, despite Ombudsman stating that the file was complete. We sent in the documents they requested. The last document missing was the homeowner 's proof of occupancy. 
On XX/XX/XXXX we received the proof of occupancy from the homeowner. We sent this in immediately to SPS. 
On XX/XX/XXXX, we called in to SPS and spoke to XXXX again and were told that the listing agreement needed to be extended, and revisions to the RMA and Hardship Letter. We were able to send all these documents to SPS on the same day. We also confirmed with them that the proof of occupancy we sent on XX/XX/XXXX was received and was being reviewed. 
On XX/XX/XXXX SPS informed us that the proof of occupancy was not sufficient so we re-requested the proof of occupancy from the homeowner once again. Bare in mind, the homeowner is an elderly man who has gone through hardships within the last year so he struggles with document request. Spoke to XXXX. 
In between XX/XX/XXXX and XX/XX/XXXX, we went through a counter offer phase. We were informed that the value that was done in XXXX of XXXX was {$83000.00} - Spoke to XXXX. SPS took a couple of weeks to give us a counter offer, asking for the full value amount of {$83000.00}. 
The Buyer did not agree to the higher amount so they walked. On XX/XX/XXXX we received a new offer and we sent that in to SPS immediately. This particular offer ( the current offer we have now ) is {$94000.00}. On XX/XX/XXXX, we sent in the Buyer 's POF. We called in on XX/XX/XXXX and spoke to XXXX. SPS confirmed that they received the new offer and POF but all documents were being reviewed. I pressed the point that I would like for this review to be escalated because I was concerned that the value for the property would be expiring soon. I was informed that the value would not be expiring for another 60 days so our offer, that was above the counter offer of {$83000.00}. We were also informed that SPS needed an addendum regarding as-is verbiage. We got to work on this addendum immediately and alerted the Agent with this request. 
On XX/XX/XXXX we also sent in the new Homeowner 's proof of occupancy. 
On XX/XX/XXXX, we sent in the addendum that SPS requested. 
On XX/XX/XXXX we called in to SPS again, and was informed that we needed to send in the 3rd Party Authorization with the Listing Agent 's name. We sent that in on XX/XX/XXXX. Spoke to XXXX. 
We called in on XX/XX/XXXX and received confirmation that the last 2 documents had been received and were being reviewed. Spoke to XXXX again. 
We finally received a viable proof of occupancy in the form of a water and sewer bill from the homeowner that shows the mailing and service address of the property. We sent this in on XX/XX/XXXX. 
We called in on XX/XX/XXXX to SPS to make sure that the proof of occupancy document had been receive. We were told it was and it was being reviewed. Spoke to XXXX. 
On XX/XX/XXXX we called in, spoke to XXXX, and we were pushing for an approval but was told that the Investor was no longer participating in incentive funds for homeowners and we would now have to remove the incentive from the settlement statement - 3 months after asking for several proofs of occupancy. We sent it in the revised HUD on XX/XX/XXXX Monday since XX/XX/XXXX was a Friday and we did not get the HUD until Monday. 
On XX/XX/XXXX the same day we sent in the revised HUD without the homeowner moving incentive, I called in once again to push for an approval review since the Lender at this point had the documents for over 30 days. I spoke to XXXX. I was told that the Lender was reviewing all the documents and because they just recently asked for additional documentation ( the revised HUD without the moving incentive ), I was told that the review time is pushed back to re-start at zero since the file was not deemed completed until they received the last document they needed ( the HUD without the moving incentive ). I asked for them to escalate this case and quickly ran through the timeline of the file once again. 
We called in on XX/XX/XXXX and was told there was no updates and the file was being reviewed.Spoke to XXXX. 
Called in again on XX/XX/XXXX and was told there was no updates and the file was being reviewed. Spoke to XXXX. 
Called in on XX/XX/XXXX and was told that unfortunately, the value had expired and that they would have to re-order another value. I tried to push back on this since we were informed a month ago that the value did not expire for another 60 days. I was informed that although I was given the wrong information, unfortunately the Investor wanted an updated Value. Spoke to XXXX. 



The new value was taken on XX/XX/XXXX and the value strangely, went up to {$160000.00} - almost twice the amount of the previous Interior BPO value of {$83000.00}. We became concerned that the value inflated this much since the neighborhood values had not changed nor had there been any repairs made to the property to raise it's value. We went back and forth with the SPS from the dates of XX/XX/XXXX to XX/XX/XXXX, asking them to give us a value dispute review option because the jump in value was so concerning. We sent in a value dispute on XX/XX/XXXX. We received confirmation that the value dispute was received on XX/XX/XXXX and that it was being reviewed. 



On XX/XX/XXXX we called SPS again and asked them if there was any updates on the file ( Spoke to XXXX ). We were told that the Investor refused too review the value dispute because they had not given a final decision on the current offer of {$94000.00}. We argued that 1 ) the offer had been with the Investor for 60 days now and why did the Investor not have a final decision on it? and 2 ) Based on the value of $ XXXX, the current offer of XXXX was not anywhere near that so a value dispute packet to be reviewed with the current offer of XXXX would save time and effort on all parties involved. Ombudsman filed another escalation request for the value dispute to be reviewed and told us to call back in 5-7 business days. 



On XX/XX/XXXX we called SPS for any updates and we were told that they didn't see any issues with the value dispute being reviewed and that there was no updates, and to call back in several days. Spoke to XXXX. 



On XX/XX/XXXX, we called SPS again and they needed all 3 pages of the HUD. We sent this to them on the same day. We were told that the POA was needed. We requested the copy of the POA immediately from the seller 's rep. Spoke to XXXX. 



We sent in the POA on XX/XX/XXXX when we received it. 



We called in on XX/XX/XXXX to see if there were any updates. There were none and we were told that the POA was received and was being reviewed. Spoke to XXXX. 



On XX/XX/XXXX we called again to get another update and this time we were informed that the POA was never received and if we could send it again? We re-sent the same POA on XX/XX/XXXX. Spoke to XXXX. 



We called in XX/XX/XXXX and we were told there were no updates. I pressed for an escalation request and they informed me that they would put in the escalation request on that day. I was told to call in 3-5 business days. Spoke to XXXX. 



For the entire week of XXXX, we did not get any updates. 



On XX/XX/XXXX, we called in and was told that there were still no updates. I asked for yet another escalation. Spoke to XXXX. 



On XX/XX/XXXX we called in again was informed that there was still no updates and was told that according to their records, they should have a final answer from the Investor by XX/XX/XXXX. Spoke to XXXX. 





We called in on XX/XX/XXXX to get an update, expecting a decision. What we received on the other hand, and SPS now informed us that they needed a document revision that we were able to get sent back that day. The Ombudsman department informed me that they DID get the document and would be forwarding it to the department in charge of reviewing documents. Spoke to XXXX. 



We called in again on XX/XX/XXXX and was informed that they were still waiting on the same document revision. I let them know that I did confirm on XXXX that it was received from the Ombudsman dept so why did they say it was received if it was not? Ombudsman apologized for the confirmation in error but stated that they still needed the document because it could not be found anywhere. I re-sent the same document to them via email and fax. 



On XX/XX/XXXX I called in again and was advised that there were no updates and no documents were needed. 



On XX/XX/XXXX I called in again and this time, were were asked again to re-sent the same revision needed for the offer paperwork. I again explained to them that we sent in this same document twice already and we got 2 confirmations that it was sent. I was told that the document was sent in but it did not have the revision on the document. I had to walk them through the entire document collection of this particular document and asked repeatedly for them to look up the email I sent on XX/XX/XXXX to make sure they were looking at the same document. XXXX, the Ombudsman dept rep refused to do this and instead insisted that we send it in again - for the 3rd time. We went ahead and sent it for the 3rd time and I asked to speak to a Supervisor since we had now been in review for essentially 90 days. 



I did get a call from XXXX, a supervisor on XX/XX/XXXX and I spoke to her in earnest about the file timeline and how this file has been dragged out for a very long time, almost 90 days at this point. She acknowledged this delay and was concerned as well but stated that she couldn't do anything about the delay and rather, can push for a quick review of the offer so the Investor could make a decision. 



I have not heard back from her since yesterday and am awaiting an update from her. 

This is just completely unacceptable. Not only has the same offer been in review for almost 90 days but the Supervisor I spoke to has stated that the 2nd value is now expiring by XX/XX/XXXX. We are now about to go into a 3rd value on a property on the same offer and we still do not have a decision from the Investor.

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