Consumer complaint received 2021-09-13
Company: SELECT PORTFOLIO SERVICING, INC.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been attempting to complete a Short Sale of my property for over two years. I have complete numerous XXXX applications with intent for a Short Sale. 
I filed a complaint with CFPB in XXXX, XXXX regarding terrible communication with SPS mortgage and the denial of a short sale application. My original complaint was # XXXX. The first short sale application was denied with varied explanations provided by SPS including that the home was inhabited by my ex husband at that time, as he was " squatting '' in that home since XX/XX/XXXX. 
In XX/XX/XXXX, my home was scheduled for foreclosure. The date was postpones secondary to inclement weather. 
I then had an offer for a new buyer to complete a short sale. I went through the process with SPS, completing another XXXX and submitting all necessary documentation. 
In XXXX, XXXX I received notification from SPS that the short sale had been approved with a closing date of XX/XX/XXXX. The buyer and his agent were in close contact with SPS and requested a brief extension while completing an appraisal for his bank to secure the loan. The approval was for a sale price of roughly {$120000.00}. 
When the buyer was prepared to complete the sale, he contacted SPS and was told the application process had to be completed again. All documentation was submitted AGAIN. He was told it should be quickly re-approved and completed. 
Instead, SPS has now informed him that his offer is too low. They apparently completed a drive by appraisal and are now stating that the property is valued at {$140000.00}. The property is ABSOLUTELY not worth that price and certainly did not jump over {$20000.00} in value between the initial acceptance of the short sale for {$120000.00} 3 months ago. 
When browsing through the communication I have received from SPS, there is a statement that the short sale was not approved because I denied other programs for mortgage assistance. So once again, there are numerous " reasons '' that the company is providing for denial of the short sale. 
The short sale was approved in XXXX, XXXX. How can they now demand more money? what they are now asking for is more than the home is worth and more than my mortgage pay off. 
I vacated this property in XX/XX/XXXX, 4 years ago, and have been trying to get something done with the mortgage since that time. 
SPS is HORRIBLE to deal with. Communication is difficult. Responses are inconsistent to any question or concern presented. 
I have moved away from the area of the property. Me ex-husband vacated the property. I have made every effort to jump through whatever hoops SPS has thrown at me to satisfy the requirements to complete the short sale. They have an offer that would cover my outstanding mortgage and they APPROVED it. Now, a few months later they are denying it and asking for more money. 
It is utterly ridiculous. I am amazed that the buyer is still attempting to complete the purchase given his extreme frustration with dealing with SPS as well.

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