Consumer complaint received 2022-10-07
Company: SELECT PORTFOLIO SERVICING, INC.
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I was offered Covid relief. I had the paperwork signed and notarized. I uploaded it to the portal and received conformation it had been received. They are saying I did not accept the partial claim that was offered to me from the Covid relief application. I called and told them I had accepted and signed the paperwork and sent it in and had confirmation they received it. They then informed me the underwriter had not accepted it. I explained they had not informed me of that and asked to speak to the supervisor. The supervisor told me to have new papers resigned and notarized and upload them again and received confirmation they received them to the portal and she told me she would have them expedited to ensure it was done. I did my part However, she did nothing with them and they once again I was told I did not accept the partial claim and they let the time lapse for the acceptance date. 

They have been no help in addressing this matter and I did indeed accept the partial claim that was offered to me from the Covid relief application. I NEVER received any communication from Select Portfolio that it had been reject from the underwriter and a new one needed to be signed and re-uploaded to the portal or it would not be completed. I did my part to find out all the information I could to complete the process and make sure it was done. Therefore the process was complete and the partial claim had been accepted on my end. However, I received a letter after the date had expired for the partial claim stating I had not accepted the partial claim and other documentation was still needed to complete the application for other options for home retention. Now the home is being forced into foreclosure due to their lack of communication and lack of attention to detail. I have tried repeatedly to pay payments on the account and they have rejected payments, blocks payments from being made on my account, destroyed checks that have been sent and would not post the payments to the account, rejected wire transfer payments from the bank. I have done everything humanly possible to pay the mortgage company and they have refused to accept it. 

They also keep going in circles with the additional paper work required for additional programs available for help stating it is not complete paperwork or out of date, when that is not true. I have sent them complete paperwork need multiple times over the past 6 months with no avail. 

I have reached out to Select Portfolio repeatedly to correct this issue and the responses I have received from Select Portfolio Servicing in the form of paper mailings via XXXX do not address the specific problems nor fix any of the issues. They just keep asking for additional paperwork, saying I did not accept the original offer and now say I am in Foreclosure and have added additional Corporate Advance fees of {$4200.00} saying I have to pay it in addition to the mortgage payments in full or they are going to Foreclose on my property. They are the ones who screwed up here and I should not be forced to pay they additional {$4200.00} when they have made the mistake that caused this. They are refusing payments and now adding additional fees that are forcing me into Foreclosure. I also have copies of the payments sent with the letter they sent showing they destroyed it, me sending documentation showing I accepted the Covid relief, twice and documentation of constant communication trying to fix this problem yet they are still giving me the run around. I have been trying to pay payments for months and they are not accepting them and them not helping with the paperwork for the original offer for Covid help. 

I am XXXX. I receive Social Security XXXX due to XXXX XXXX XXXXXXXX XXXX and they know I do. They are purposely trying to make my house go into Foreclosure by not accepting paperwork and not communicating with me. I DID accept the Quick Claim on XX/XX/2022. Which is the date of the first notarized application paperwork that I sent back and have conformation of on the portal. The second paperwork was signed XX/XX/2022 and uploaded to the portal which I also have conformation of. Therefore, Select Portfolio was in receipt of my acceptance and the failure to complete the paperwork was on their end not mine. Select Portfolio has also made it where I could not make payments online. I had XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Mail a bank check from bill pay in the amount of {$2300.00} from the branch to Select Portfolio servicing on XX/XX/2022 however, Select Portfolio sent me a letter that they destroyed the check and payment would not be accepted. I also sent an electronic payment of {$4000.00} through XXXX XXXX XXXX and {$360.00} XXXX XXXX XXXX XXXX XX/XX/2022. That they refused and sent back to me. 

I filed a formal complaint with HUD and was sent to you. Now I need to know how to proceed. Please advice. Thank you, XXXX XXXX

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