Consumer complaint received 2020-07-15
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX I called Select Portfolio and was offered Covid-19 Assistance for XXXX, XXXX and XXXX of XXXX. I was told that I would be offered 3 options Forebearance, Repayment Plan, Payment Deferral, once the 3 month period was up. I asked if they thought I could get it deferred and they said it was likely. I lost my part-time job and received my last check on XX/XX/XXXX. I was not eligible for unemployment and the part-time job that I was offered has not opened up for work to this date. Upon calling in to resume my payment for XXXX I was told that they would be sending out a new application to be filled out. I never received it. On XX/XX/XXXX I spoke with XXXX. I was told not to make the {$620.00} payment but asked if I could pay {$2400.00}. She read me 5 payment options and I asked if I could have the payments deferred. She said I didn't qualify and I asked why. She said that I could apply for Request for Mortgage Assistance on line or she could send application and Hardship Affidavit and maybe get deferral, loan modification or another plan. She said I would have to decline the 5 options she gave me in order to get to fill out the application for deferral. I asked if I do that and didn't get the deferral could I come back and get one of the 5 options. She said yes. I completed the application and faxed in the information regarding my present financial situation on XX/XX/XXXX. I also mailed in my XXXX payment of {$620.00} on the XXXX at the time they initially said they would resume. I received a letter dated XX/XX/XXXX stating that they were pleased to inform me that I was approved a temporary repayment plan for {$820.00} a month for 12 months. On XX/XX/XXXX I called SPS and told them that the payment was too high and I couldn't pay it with my current income could I choose from the first options of repayment that I was given.. She said that the first repayment plan was no longer on the table that was only for the forbearance. My mortgage Servicing company had made the decision to offer me the {$820.00} and I was not eligible for SPS Trial Modification, SPS Unemployment Program, Modification In Good Standing because the account has been recently modified ( in XXXX after my husband died 12 years ago ) They are unable to offer the Deferral Plan based on the di delinquency of my account ( the 3 months forbearance that they gave to me ) as my XXXX payment had been made. I have been given conflicting information. I was told that I would likely get a deferral, and that I would be able to go back to one of the first 5 options if the application was not accepted. It seems to me that in lieu of trying to help me keep my home they are making certain that the payments are out of reach for me. I have a consistent history of payment over the last years as my payments have been deducted from my account at the same time each month. I am not a threat or a risk in anyway. I am XXXX years old and receive a disability check/social security monthly. I gave them all the necessary information regarding my current income and it is quite plain that those payments of {$200.00} more a month than I was paying are not feasible at this time.I am working with a HUd approved counselor at Homeowner 's Hope called XXXX XXXX  that SPS recommended and they don't see why they couldn't try to work out a better payment plan with me, do another modification or even a deferral. In lieu of the times we are living in when jobs are not available and funds are low I feel that they could at least work with me. I was told by the person I spoke with today XX/XX/XXXX, FROM SPS that I could decline the offer and request another application but it would come back the same as those are my only options.. It's all been very misleading.and frustrating.

Company response to consumer: Closed with explanation