Consumer complaint received 2021-06-10
Company: SELECT PORTFOLIO SERVICING, INC.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
The problem with in XXXX when SPS ( Select Portfolio Servicing ) issued a foreclosure notice. This resulted because I lost my job in XXXX and had to wait 9 months before being re-assigned by the company to a new location so there was a loss of income and the new position was for a lower salary and I could not keep up with the payments of my mortgage Eventually, a payment plan was worked out and I made some payments but it fell behind again in XXXX because I lost my job due to the fact I had to take care of my brother with a XXXX XXXX  ( see attached letter Hardship circumstances XXXX XXXX. In XXXX I called SPS to request an Act 91 so I could go to a counseling agency to try to see if I could get a loan from XXXX ( XXXX  XXXX XXXX XXXX XXXX ) but what should have take 2 to 3 day by fax per representative at SPS turned into two weeks to get the Act 91 ( I called multiple times to get the Act 91 faxed ) which would have made SPS foreclosed on my home so to avoid foreclosure before the foreclosure date I had to file for bankruptcy in XXXX. It was then I was given a plan to start making payment on XXXX XXXXbut the initial payment was too much and I struggled to make some payments and then COVID-19 hit and I indicated to SPS that I am going to need help ( see letter dated XX/XX/XXXX ). I was told my a rep that I was given 9 months and the new payment date on the plan would be the XXXX XXXX ( this has also been recorded ). I called back in XX/XX/XXXX and was told the plan was close out as I was to have been making payment during the 9 months although I was told by a rep that my first payment would be in XX/XX/XXXX. I did a temporary application on the phone with the rep and was sent, through my bankruptcy attorney, a fulll RMA ( remodification mortgage assistant ) package to be returned by XX/XX/XXXX. On XX/XX/XXXX I sent the application to them but on XX/XX/XXXX, without waiting for the information to be sent SPS sent a letter on XX/XX/XXXX to the bankruptcy attorneys saying they do not have any help for me and I had to appeal. I called SPS again and asked about it and the rep told me that it was indicated on my file that they are not looking at any new information but I should but all this information in writing to SPS with the documents I had send previously so that they can either re-instate the payment plan or issue a new one. During that time SPS asked their attorney to seek motion of relief in the courts ( court hearing was set for XX/XX/XXXX XXXX so that they can foreclose on my home. My bankruptcy attorney informed me that she would seek an extension so I had to wait for the extension date before I could resend the full application to SPS as I did not know if an extension would be granted. An extension was granted for 30 days now set for XX/XX/XXXX. I gather all the documents and wrote a letter detailing all the inconsistences and errors and emailed it to SPS on XXXX XXXX and they received it on XX/XX/XXXX but in the interim again SPS made a decision on XX/XX/XXXX indicating that there was no further help they could give without taking into consideration the new information sent to them pointing out the errors and send a letter to my attorneys on XX/XX/XXXX regarding this. I received the letter from my attorneys on XX/XX/XXXX via mail and I again sent information to SPS asking them to re-evaluate my situation. SPS states in its correspondence that it has a policy of nondiscrimination in ALL its mortgage decision but at the same time SPS is discriminating against me and not following it own rules and procedures. I am URGENTLY appealing to CFPB to look into my case for me so I can get a fair and reasonable decision. I have attached all documentation that I have previously sent to SPS for you to look at and use.

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