Consumer complaint received 2021-04-17
Company: SELECT PORTFOLIO SERVICING, INC.
State: IA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On approx XX/XX/XXXX I made a request to Select Portfolio Servicing, via a telephone call, for a complete servicing file on my account. Three days later I received a payoff and a letter advising me about what I can obtain from their website. 

When I spoke to the representative I was very clear that I was having foreclosure issues and would like a copy of my servicing file including all notes on my account. What was sent to me ( I am attaching a copy ) falls woefully short of providing me a servicing file on my account. I am requesting the file because, last XX/XX/XXXX, a local assistance program had provided me enough money to bring my account current and the company according to what phone reps told me, either separated the instructions from the check, destroyed check, or forwarded the check to their accounting department. Had this check been applied I would have been able to make a XXXX payment and try to move forward. After they did whatever they did with the check I was then 4 months short and did not have enough money to make a full payment that big. In reality their sloppy payment processing led to my account being in foreclose. 
Also they sat on my loss mitigation request for months without doing anything for it..then after months they said I was missing information. 

I have resubmitted my RMA Form on XX/XX/XXXX the last representative I spoke to said that was the only piece of information they needed. The one in file had become too old and the one a social worker obtained for me from the FHLMC or FHFA was not good enough for them. 

I'd also like to stress that on multiple occasions over the last year I requested a new workout information package be mailed to me because I am XXXX, I don't have a car, or a computer with a printer. Until the letter I received near the end of XX/XX/XXXX I had not received any documentation just letters telling me to access the information on their website. I had already informed them that my phone And thier website don't work well enough together the requests always fail. And mentioned the above information about being XXXX and not driving. 

I have one more issue I would like to bring up and that is the manner of making payments to SPS. They operate thier business like we are in XXXX not XXXX. As a recipient of Social Security XXXX  my money is placed monthly into a XXXX XXXX ( XXXX ) account managed by XXXX XXXX. 
I am able to use the XXXX card anywhere else in the US for any reason except with SPS who refused to accept payments from my XXXX. I do not have access to the routing and account number because technically the account belongs to the Social Security Administration and I can not even place funds into the account only Social Security can. I can understand where in the past cards always had a credit feature attached to them and do were not accepted as payment toward a mortgage because you would be creating a debt to pay your debt ... .however ; this is XXXX. The XXXX XXXX is used to pay millions of SSI and XXXX  recipients and there is no credit feature attached to this card. It will not you to pay out a penny more than what is in the account. There should be no reason my payments can't be taken from my XXXX card other than this companies ability to provide customer service comparative to any other company thier size. This is dory of rhetorical but how many peple have been forced to foreclosure because SPS will not take our payments from the account the federal government put my payments in. 

Due to their sloppy customer service, inadequate collection activities and payment processing methods I formally request that the foreclosure action on my account be vacated. That all fees charged to me due to the foreclosure and late payments be removed from my account and that a modification be approved to bring my account more in line with prevailing interest rates instead of the 6.765 % I am being charged now. I maintain that even on my XXXX payment I get monthly I can afford my payment if they reset the account back to a 40 year mortgage and drop the interest rate to 2.5 % or something that is actually a help. My father had this house built in the XXXX  's and a member of my family has lived here ever since then, it would be a shame to lose my family home because of a host of servicing errors made on my account and this companies inability to process an electronic payment from a card.

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