Consumer complaint received 2023-03-07
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been working in good faith with my mortgage servicer since XX/XX/XXXX when I requested assistance due to XXXX XXXX and the reduction of my income and the increased burden of caring for my mother who had a XXXX and declined during the isolation of XXXX and required XXXX care until she passed away in XX/XX/XXXX. I had been able to start making payments on my mortgage in late XXXX but was told I could not until the forbearance process was complete. I was asked for the same documents multiple times and received missing information letters for items I had submitted. They requested my wife 's credit check as well as pay stubs which we provided in spite of the fact that she was not on the mortgage. After more than a year of calling to talk to a representative when a missing information request came in to make sure I had everything they wanted I finally got a notification that my file was complete on XX/XX/XXXX. On XX/XX/XXXX I received a letter informing me that 2 items were missing or needed clarification. On XX/XX/XXXX I received another missing information letter along with a letter the same day declining my request. I have appealed and reached out to every department. 

I am including the most recent documents that I received and that I sent some were responded to by SPS and others have not been addressed. All of the requests for information stated that the foreclosure process would be stopped until the review was complete. This was not the case they just moved the sale date as if they had no intention or working with me. The closest I got to a resolution was on XX/XX/XXXX, when a representative from the ombudsman department asked if I could make 5 payments and provide a bank statement showing funds to prove I could make the payment. I did and the sale was postponed until the XXXX but the representative had told me she thought she could get me a modification if I made the 5 payments. 

I have been trying to get someone at SPS servicing to either review the my case. They are aware that I am working on getting a loan against my mom 's home which I sent them documentation that it transferred to me last month. My concern is that if they don't either reconsider my request for assistance or postpone the sale I will loose my home when I have the funds to make my payments and have for a long time. When I tried to make payments I was told I could not until the forbearance was approved. The strange thing about that is after talking to a manager for 2 hours and asking for a copy of the forbearance I was informed that I was declined back in XXXX of XXXX. 

Why if that was the case did they continue to work with me and request a credit check from my wife and pay stubs documenting her income and ability to pay part of the mortgage ( she is not on the mortgage ) if they had no intention of approving me for a modification or some assistance. We do not have a problem making the payments now and have not for a long while but we were told we couldn't make a payment until the forbearance was approved but we were apparently not in forbearance. 

I have been in Real estate for over 30 years and have helped clients with mortgage assistance in markets that had nothing to do with a global pandemic and I have never experienced anything like this. Its almost like no one is listening the request I am making is very common.

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