Consumer complaint received 2017-09-15
Company: SELECT PORTFOLIO SERVICING, INC.
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
This short sale was started with XXXX in XX/XX/XXXX. The loan service transferred to SPS on XX/XX/XXXX. The loan was finally ported into their system and we submitted the short sale on XX/XX/XXXX. I called SPS on XX/XX/XXXX to confirm if all docs were received. They advised missing 2 docs. I sent in the docs on XX/XX/XXXX and confirmed receipt on XX/XX/XXXXthat they were pending review. I calledXX/XX/XXXXand they said they need to do another value and wanted a 3PA for the listing agent. Even though the bank does not have a LEGAL right to speak with the listing agent since there is a legal council. Nonetheless, I sent in the 3PA on XX/XX/XXXX while we waited on the value. The value was completed onXX/XX/XXXX, I called XX/XX/XXXX and the value was still pending results. I called SPSXX/XX/XXXX and they said that the value is in at $ XXXX. They said I would have a decision in 14 business days. On XX/XX/XXXX I called for an update - they have issues with docs being ported in from XXXX and we finally cleared that up. She said I would have a decision in 5 business days. I called again XX/XX/XXXX and was told still no update - but to call on Monday. I called againXX/XX/XXXX and was told there were no updates but that they should have a decision by EOB XX/XX/XXXX. I called XX/XX/XXXX since I had not seen an approval and then they start saying there are two separate buyers. There are NOT two separate buyers - the previous buyer they are looking at is from the XXXX documents that THEY uploaded. I clarified and sent an e-mail to the Ombudsman department. I calledXX/XX/XXXX and went through the exact same conversation - they are unsure who the buyer is. They clarified ( AGAIN ) and said I 'd have an update by EOB XX/XX/XXXX. I received a voicemail from Ombudsman onXX/XX/XXXX telling me there was no update. I called again on XX/XX/XXXX and was told that as ofXX/XX/XXXX the package was complete. The file is now pending approval and would be 30 days for a decision. I called SPS on XX/XX/XXXX and they are telling me the seller signed in the wrong column on the SSA. I sent in the revised document on XX/XX/XXXX I called SPS on XX/XX/XXXX and was advised the doc was still wrong. It clearly shows the purchaser signed where it says purchaser and seller signed where it says seller. They were going to escalate. I spoke with Ombudsman and she said that she would escalate the issue and have an update for me on FridayXX/XX/XXXX. I have now spent over an hour on the phone with Ombudsman - they originally told me the same thing - that the doc is signed in the wrong place. I resent the e-mail fromXX/XX/XXXXand she said she would put me on hold and review. She disconnected the call after 30 minutes and no resolution. I called back and spoke with Ombudsman again and she can see that the document IS CORRECT. She will open an escalation and someone will review this document in 3-5 business days. I am arguing that the file has been complete for some time and their internal errors should not reset the allowed 30 day review period. Additionally, since this file has been escalated NUMEROUS times we should not have to wait 3-5 business days. Lastly, once the 3-5 business days has passed THEN they will want to wait another 30 days to make a decision. My offer is {$20000.00}. The value is {$20000.00}. All docs are in - what is the issue? Every single SPS file is worked with such carelessness and sloppiness.

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