Consumer complaint received 2023-02-16
Company: SELECT PORTFOLIO SERVICING, INC.
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have a mortgage with select portfolio services # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX UT XXXX I have asked for help during covid, and bc I suddenly become XXXX XXXX XXXX XXXX for weeks, then unable to return to work right away. So I requested a forbearance, but received instead a referral. What u thought would be 3 months not having to pay, then they'd put the 3 months owed onto the back of the loan allowing me 3 mo to get on my feet, and to start fresh after 3 mo are up. But I got instead a balloon pymnt owed after 3 mo which in no way I had the amount of money. So they had me apply for a modification, which I did everything required, signed and faxed papers on XX/XX/1922 and paid XXXX for 3 mo, if I did these we qualify for mod. I received letter saying I qualified, and was paying monthly per required amount. Then suddenly they kept calling every other day, even drove by my home took pics sent letters said I was in default. I called everytime requested why they were calling stated that I had followed all required, and received letters stating that I qualified for the loan. The agents would look to see why calling, confused most times and said all looked fine, I even had 1 agent tell me to ignore the calls, but being they drove by again taking pics I felt uncomfortable doing this. So again I called said what I was told by previous agent, and they researched why, then said that we didn't have sufficient amount of flood insurance which made no sense at all. We are covered up to XXXX in flood coverage, our mortg is only XXXX so why we didn't have enough confused me. Either way I asked how much do I need to increase it to in order to qualify, bc now they are saying we no longer qualify for the mod unless we increase the flood by XX/XX/XXXX I think it was? Well everytime I asked by how much I must increase it, no one knew, they said they would ask and call back but when call back they didn't know how much still? I finally had my insurance agent call their agents and she too struggled in calling she was extremely frustrated by how little they knew and the many places they sent her to, we finally together through 3 way calling figured out how much to increase it by, we did increase it to the fullest, but it was past the date requested.. I explained their confusion with me, and why its past the required date. The agent said she make note of why, and again told not to worry. But then again I received a default, and they now say I never was approved, they now say they never received signed papers which I faxed, and has repeatedly mentioned when I called asking why they're calling and never once in my calling them did they ever once tell me they never received the sign papers. They accuse me said it's my fault bc I chose to handle flood issues I said you never told me there were other issues, they blame me and rewuired me to sgain fill out an app for modify all over again. I was in tears! I feel like no matter what I do they'll find a reason to deny me, that same day they made me fill another app I received papers in the mail saying I'm approved for mod, but every date is wrong the years are all off? Please I beg you help me I feel they're trying to steal my home it's all very suspicious. I always approve recording so there's a record of my truth in all of this. Please listen to my recordings they have in file as far back as when I began this I think in XXXX? Thank you for helping me.

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