Consumer complaint received 2022-11-07
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, FL XXXX XXXX Re : Select Portfolio Servicing  - Account # XXXX Dear Consumer Financial Protection Bureau, XXXX XXXX XXXX XXXX, XXXX  XXXX DC XXXX Subject : Select Portfolio Servicing - Account # XXXX I am filing this complaint because I desperately and URGENTLY need yourimmediate attention and help. For the past year and a half I have unsuccessfullytried to work with the new company assigned to my mortgage ; I am now in a terrifyingposition where I am facing possible eviction from my home if there is no outside intervention.I am asking for your urgent assistance. 

My mortgage was transferred for the umpteenth time from XXXX XXXX XXXX XXXX to Select Portfolio Servicing ( SPS ) ( based on information I was given from them ). 
From that moment on, I've experienced extreme difficulty with the process that has occurred from inception. I was not informed of the transfer of the transfer of mortgagees, and not knowing that my account had been transferred, I made a payment to XXXX XXXX and was contacted by SPS sometime after informing me that I had been transferred to them for servicing. I explained that I had already sent a payment to XXXX and was told that they would contact XXXX regarding that payment. I was placed on a 3 month trial modification from XXXX to XXXX, XXXX, and after successful completion, waited to hear from them SPS going forward.In the meantime, around the same time, I was alsomade aware of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and submitted an application for assistance from SPS  and asked thatit be considered in whatever plan was created.Sometime later, I was sent a 5 year XXXX SPSwith projectedamounts for me to sign.In this applicationsubmission, I questionedsome of the items and amounts included in the plan and was given answers that were not clear. The escrow included additional amounts that I was told were projected guesses based on what they thought might happen inthe future. They had me repaying the insurance they had paid and added additional fees. They claimed that I owed an escrow amount of {$2200.00}. I asked to have the escrow removed and said I would pay it. I sent a check in the amount of {$2200.00}, mailed via USPS Priority Return Receipt Requested on XXXX, XXXX. Several weeks passed and SPS  stated that they had not received the check. I checked with the XXXX XXXX XXXX and was told that it was in transit.After almost 2 months, I received the green slip witha signature and the stamped name, XXXX XXXX, verifying itsarrival at SPS. The card was stamped with the date, XX/XX/XXXX. Upon contactingSPS  customer service about the confirmeddelivery of the escrow check sent, no one spokento wouldidentify the person whose signature was on the slip and I was advised by an SPS  agent to cancel thecheck. I did as told ; however, future attempts on my part to again pay the escrow and later, the propertytaxes were rejected. Moreover, I was instructed not to attempt to make any payment, but instead to wait until the XXXX application was processed. 
In the meantime, my submission of the XXXX application began a series of horrific, never-ending complications with SPS. For example, from each representative that I spoke with, I often got conflicting information as to what would be acceptable to satisfy the required documentation. When I would submit that, I would later be told by another agent that what I hadsubmitted, in accordance with SPS instructions, was not sufficient and thatI needed some other type of documentation. A significant amount of time was spent having me re- sendthe same document over and over just to have it rejected numerous times. An example of this was the XXXX application that I submitted several times via their email site and also subsequently by fax. Besides, completing and submitting the XXXX application on my own more than once, I had evencompleted their online application withmy relationship XXXX, XXXX, going through it line- by- line with me while on the phone. She was surprised when the application came to an end without the parts they kept referring to, proving that they were NOT made available to me on theirsite. I was continuously told that I was missing pages of the application that were not available via their website. When I requested that it be sent by email, I was repeatedlytold by their representatives that this could not be done. 
Instead, over a period of months, they continued to send, by mail, the same pages that I had submitted on numerous occasions, regrettably adding more time to this already lengthy process. And every time I spoke to a representative, I was told about the missing pages, yet no one ever sent those missing pages. A couple of times I encountered SPS representatives who admitted that I had NOT been sent the correct forms on any of theoccasions or in any of the mailings sent to me. After more than a year of going through this horrendous experience with SPS, I was able to get a SPS  representative who admitted to the issue and agreed to accelerate my case to a higher level. She attempted to reach them while I was on the call, but when unable to do so, she constructed a message and said she sent both the message as well as putting the details in the notes. When I called back later and asked about the acceleration of my application, I was told by yet another SPS representative that there were no signs of my case being accelerated anywhere in the record. This sounded strange and suspicious to me because the previous SPS  representative for which I referred had read it out to me as she wrote it. This new SPS representativesaid that she would also put in a request for acceleration of my case. 

Sometime after, I was able to speak with someone in the SPS  XXXX  XXXX who again brought up several deficiencies in the XXXX application that I had submitted ( missing tax information and missing XXXX application pages ). 
I again explained about the tax papers and repeated that I had not received all the pages, neither online nor by mail. I added that I had on more than XXXX occasion asked that they be sent by email, but had been told that this was impossible. The XXXX  representative agreed to send it by email and did, and for the XXXX since this long process began, I became privy to the missing parts. I immediately completed the forms and returned them by email to the Ombudsman email address used to send them to me. I received an auto-confirmation of the receipt. Upon checking, I was told that the first XXXX parts had been received, but not the original missing pages. I resent those said to be missing, and upon calling, was told that they had been received ; however, the first XXXX parts said to have been received earlier, were now missing. I resent all pages again and received the usual auto-confirmation of the receipt. This time I was told all parts had been received. On speaking to SPS  representative, XXXX, on XX/XX/XXXX, I was informed that the XXXX application had finally been submitted for review on XX/XX/XXXX and that I should hear something in the coming weeks. This is after 1 year and 7 months after the XX/XX/XXXX date when I was told that my case was turned over to them. 

Upon speaking with a SPS  representative on XX/XX/XXXX, I was informed that a new Payment payment Plan plan had been sent to me by SPS  by mail, having masking that I pay a monthly amount of {$1800.00} for 6 months beginning XX/XX/XXXX, an increase she said, from the {$440.00} that had been established earlier. She said that this amount had been based on the XXXX application that I submitted. This was shocking to her, and extremely upsetting tome, not only because of the length of time that SPS had dragged out this process, but especially because I had sent proof of my monthly income, which is the {$1500.00} that I receive from Social Security XXXX. The amount they are demanding is {$350.00} more than my monthly income and therefore an impossible feat for me to fulfill. I feel that this was the intended outcome all along, thereby, creating a scenario that is not within my ability to fulfill, making it an option for them to foreclose on my home. 

There's a suggestion that SPS had already contacted an attorney about moving forward with foreclosure proceedings before they had even begunto work with me on developing a new paymentplan, which reflects their intentto take over ownershipof the property from early on. They continued to throw XXXX obstacle afteranother before me as I worked with them, which I voiced on several occasions.In fact, with phone calls and contactthatI had with SPSrepresentatives, I was informed that my casehad been turned over to an attorney for legal action and that they had placed it in foreclosure status. They were seemingly readying themselves for the moment when they could put foreclosure into action.I believe they pretended to be above board with the notion thattheywere trying to help whilst all the time undermining all my attempts to save my home from foreclosure. 

Given the ongoing global pandemic and economic challenges, this has been an extremely difficult time for me financially and emotionally. I have been put in an impossible situation, and SPS has not acted in good faith. Instead, all their actions undermined my efforts to get help to save my home. In addition, there were even times when they would call from variousnumbers and hang up after I answeredthe phone. In addition, there were times when representatives would refuse to identifywho they worked with whilst demanding my identification, only to hang up when I continued to ask for that information. Too Late, I realized that I should have been documenting all those periods of them hanging up when I answered because they were probably attempting to establish a record of their attempt to contact me, then claiming that I did not respond, as a means of advancingtheir case against me.Throughout these exceedingly difficult times, I feel betrayed andtaken advantage of as a consumer. 

My experience with SPS  has been detrimental in EVERY conceivable way. Not only have SPS damaged my case with theirunprincipled handling and overall unfair treatment, making it even harder for me to retain ownership of my home, and increasing my overall debt, but they have also caused me significant XXXX XXXX XXXX XXXX XXXX XXXX XXXX levels that has led to massive increases in my XXXX XXXX, resulting in the need for additional prescribed medication. Every engagement and contactinteraction, or even the thought of contact with SPS  had, and continues to have, an emotional and physical impact on me that has led to increased feelings of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in my XXXX XXXX levels, affecting my XXXX XXXX 

I am askingfor yourintercession and intervention on my behalf with this case to help me resolve my case in a way that would allow me to retain my home ina fairand ethicalway. 
Thank you.

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