Consumer complaint received 2018-01-17
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX I was approved for a loan modification with XXXX XXXX. I was sent the APPROVAL which stated I would begin my trial offer payments on XX/XX/XXXX ending in XX/XX/XXXX. I paid all 3 trial payments via phone payments to XXXX. On XX/XX/XXXX I call XXXX to make my XXXX payment and they tell me my file has been transferred to SP Servicing and that I would have to call them to make the XXXX payment. I call SP Servicing to make the payment they tell me they do n't have record of the modification. They also proceed to tell me that I would have to start a NEW modification ALL OVER AGAIN. After months of processing the paperwork for XXXX, the endless documents that were emailed and faxed and uploaded to their system, the hundreds of phone calls to follow up to ensure the proper documentation had been received, after almost a year ... ..I finally received my modification from XXXX. They completed my modification but after the transfer SP Servicing stated they could not find my paperwork. I was more than devastated!!! By XX/XX/XXXX a new modification was opened, and although I sent paperwork to stop the foreclosure, I still fought like XXXX to ask the customer service reps to find the modification that was approved. I called SP Servicing profusely to find out what happened to the modification that was transferred from XXXX to SP. These calls went on from XX/XX/XXXX to XX/XX/XXXX when finally a rep found the docs and mailed them to me. The date on the approval from SP was supposedly XX/XX/XXXX. Please note the address from SP is incorrect. I have attached a copy of the approval from XXXX ( with my correct address at the time ) and I attached a copy of the supposed approval from SP with the WRONG address. I NEVER received my modification from SP because they were irresponsible and sent my package to the wrong address and have not taken self-responsibility for it. The person who is investigating my case at SP must make sense of this case. So what they are doing is looking in their system and " GUESSING '' as to what happened. Instead of taking responsibility for sending my paperwork to the WRONG address they are trying to make a case that says this : " We sent you the modification approval XX/XX/XXXX and You did not respond to us and the docs are now expired ''. Now, SP must use common sense and should understand that if I NEVER received their docs, HOW CAN I SIGN THEM???? They finally sent me the docs in XX/XX/XXXX. I signed them and sent them back and SP states, " OOPS, SORRY, YOU ARE TOO LATE '' docs expired you 'll have to start the process over again!!!! For the record, I contacted XXXX Executive offices and they not only told me that my file was electronically sent to SP on XX/XX/XXXX, but researched the fact that XXXX sent my CORRECT address to SP. You will see attached, the approval from XXXX that CLEARLY states my correct address. In addition, I have spoke with over 50 people who verified and CONFIRMED that SP sent my modification to the WRONG address and now SP has a foreclosure sale date of XX/XX/XXXX because of their own wrongful doing. The person who will investigate this account ( from SP ) will need to look at the customer service reps notes. They have confirmed and noted in the SP system that they see the documents were sent to the WRONG address and there would have been no way for me to receive nor sign the modification. The person at SP who last investigated this situation is blaming me for not signing the documents on time. Does his realize if he had sent the documents to the correct address I WOULD HAVE SIGNED???????? A little common sense will be needed in order to figure out what just happened to me and why I am about to lose my home. During the years of fighting ... ..I did 2 major feats to show the public how wrong the servicing companies are. I went to work as a Manager for XXXX- Loan Modification Department . During this time, I felt defeated and knew the general public were losing homes left and right because of internal processing with the call centers. These internal errors of losing clients documents, over-worked underpaid hourly employee 's felt they were owed " more '', high-turn over within the organization, lack of or NO follow-up on the behalf of reps, etc. is the reason why MILLIONS of Americans were and are losing their homes. I was so devastated I even wrote a book on modifications and the destruction the so called " banks '' do n't reveal. ( Found on XXXX ) Servicing companies are who you are speaking to not the BANK! I am about to lose my home because of internal error. However, the folks on the call-center floor have confirmed that the documents were sent in error and here is the short list of names who have confirmed. ( I have asked so many more that confirmed, but there is not enough room for me to type : NAMES OF CALL-CENTER CSR 's that have made notations that SP Servicing company sent information to IN CORRECT address are as follows : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX on XX/XX/XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. These are only to name a few. I HAVE MORE! 


The person who will be investigating this case for SP will need to review notes in your internal system. There you will find what really happened. Also, XXXX from XXXX Administrative Executive offices tried to contact SP and ask when does SP notate they received the file. She also reminded them that the file was sent XX/XX/XXXX ELECTRONICALLY that took less than one day to send to SP. When I called SP they could not tell me when the file transferred from XXXX to SP. XXXX stated she will make herself available to SP Investigator in the event this person has questions as to when the file transferred and the address XXXX had on file. XXXX had the correct address and sent it to SP. It was SP who made the mistake and did not send me the correct modification docs. ( on time ) Furthermore, you will find SP is trying to make up stories and say my income and lack of documentation is the reason why the mods were denied. Well guess what, after running a Loan Modification Department, I used to train employee 's how to run the NPV tool. I have attached the results from where a NPV was ran on me. The income was input incorrectly and I was denied because they stated I did not have enough income. They ran the NPV stating my income was XXXX I have attached paystubs to show just how wrong they were. In addition, how does SP say I did not turn my documents on time when NO LONGER THAN 1 MONTH WENT BY WHERE I WAS APPROVED by XXXX. Does SP have a leg to stand on? Do they realize I had just sent ALL PROPER documentation to XXXX and RECEIVED a modification??? could it be there lack of handling paperwork, internal error and high-employee turn over that creates unstable environments for approvals? 

To the AMERICAN citizens who have lost their homes to foreclosure ... ..I am sorry. We have human beings working on our cases and they make mistakes. Mistakes that hurt us and mistakes that change the course of our lives. All we can do is stick together and FIGHT FOR WHAT IS RIGHT ... ..when we have been wronged ... ...

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