Consumer complaint received 2021-03-25
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
My name is XXXX XXXX my phone number you can reach me at is XXXX. My address is XXXX XXXX XXXX, XXXX XXXX FL XXXX. 
My deceased husband XXXX and I had a conventional mortgage loan backed by XXXX XXXX with XXXX XXXX that began XX/XX/XXXX XXXX XXXX # XXXX ) my mortgage was current with last payment made in XX/XX/XXXX. Because of COVID XXXX Pandemic I went into a XXXX XXXX Backed Forbearance. I spoke with XXXX and XXXX XXXX directly in XX/XX/XXXX to make sure I was protected and was assured positively I had nothing to worry about, and was told after forbearance they would help with a modification if needed but nothing would be due, it would be added on at end as a junior lein or calculated in with modification/refi. I even contacted XXXX XXXX XXXX HUD approved counseling agency from the website ) to be sure the information was correct and they said Yes because I am XXXX XXXX  backed and can call them back when I end the forbearance and they could help me move forward. I trusted the information. On XX/XX/XXXX I received a servicing transfer notice stating on XXXX XXXX my mortgage servicer would be SELECT PORTFOLIO SERVICING XXXX XXXX # XXXX ) in same notice it states You recently advised XXXX that you were impacted by COVID XXXX. XXXX and your new servicer are here to help to help in this difficult situation. We have placed the requested protections on your loan. Be Assured that the payment assistance Will be Passed along to and Honored by your new servicer. In XXXX I received a request for documentation from SPS for proof of my Pandemic Unemployment by XX/XX/XXXX. I was told my original award letter would not be valid by its older than 30 days, so with the help of their representative I was able to screenshot the page on the XXXX  Reemployment website showing all information. He verified and told me to XXXX call in on Friday and double check they received the document, that it was accepted and needed nothing else from me which I did. I gave permission to record all the calls so everything I am stating can be verified and was told they had document everything was there needed and nothing else was required on my part. 
Under the XXXX XXXX  forbearance mortgage servicer are not allowed to ask for Any documentation. When my loan was sold I was told everything goes with it and will be honored by the new servicer regarding Covid forbearance. 
On a letter dated XX/XX/XXXX they said they took me out of Forbearance because they did not receive my document. I insisted they did and to review calls : I spoke to supervisors and even a XXXX named XXXX Id # XXXX that I requested the phone number for her superior, she insinuated she was it so I asked XXXX XXXX XXXX name and number, she refused to give me a name but told me the phone number given was to general XXXX which it was not. I begged everyone I spoke to sometimes through tears, sometimes I was even yelling that I did everything requested of me and should not be penalized for their error. Next day I was able to reach XXXX XXXX trying to see if they could help me and was told I did not have an account with them. I said yes I do I went into forbearance after speaking with and verifying. I am still listed as such on my XXXX website and verify that I did in fact have a loan backed by XXXX XXXX. No one can explain when, why or how that changed and I Never received any notification and only became aware by being pulled out of forbearance during this pandemic. Im not sure exactly whats going on and no one is helping me get answers. I only asked my forbearance be continued and grandfathered by the same rules I went in under XXXX XXXX SPS refused. I filed a complaint with XXXX XXXX today at XXXX  office of inspector general. She gave me your information to file complaint with you as well. Today I spoke to XXXX at SPS in XXXX  Dept he is going to try to get my forbearance reinstated he saw document and I even sent an updated through email ( again under XXXX XXXX forbearance I am not suppose to have to send any documentation XXXX XXXX felt they should/will put me back as I was in the forbearance but couldnt promise anything or put anything in writing as I requested, he genuinely seems like hes trying to help me but doesnt make the decision. Next Thursday is XX/XX/XXXX so I feel desperate as Im running out of time.

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