Consumer complaint received 2018-02-20
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I started a loan modification with my mortgage company XXXX XXXX XXXX in XX/XX/XXXX. I was having trouble making my monthly payment, I had filed for bankruptcy in XX/XX/XXXX. So I wanted so see if I could have a lower monthly payment through a modification. I sent XXXX XXXX XXXX all the requested documents they advised me they had everything they needed. A month or so went by and I received a letter from Select Portfolio Servicing out of Utah, they are a mortgage servicer, they advised me they were servicing my mortgage and XXXX   XXXX XXXX no longer had it or was involved. The letter also stated I was behind on my mortgage payments and I needed to pay {$7300.00} to bring it current.I then contacted XXXX  XXXX XXXX and asked them what was happening I asked a representative why Select Portfolio Servicing was now my mortgage company.The representative told me all the loan modification documents I sent to them would be faxed to Select Portfolio Servicing. I wasn't given an explanation as to why Select Portfolio Servicing was now servicing my mortgage. I then called Select Portfolio Servicing and spoke with a representative I told him I was in the process of doing a loan modification with XXXX  XXXX XXXX at the time I received their letter advising me they were now servicing my mortgage. I told him, XXXX   XXXX XXXX told me, they would send Select Portfolio Servicing all the documents I had sent them so the modification could continue with Select Portfolio Servicing. I then asked the SPS representative if they had received any loan modification documents from XXXX XXXX XXXX. He told me, no, they had not received any documents from XXXX XXXX XXXX and he would contact them asking XXXX XXXX XXXX send SPS all my loan modification documents so the modification could continue. SPS would call me at least once a week and I would call them checking the status of my modification they told me they were still waiting on my loan modification documents from XXXX XXXX XXXX. In the meantime I was concerned about the letter SPS sent me advising me my home could be auctioned on XXXX XXXX and they needed {$7300.00} to bring my loan current which by now is up to {$9500.00} as of XXXX XXXX. I did not want to continue to wait on either XXXX XXXX XXXX or SPS why my loan modification was in limbo. I sought immediate help I went online and did some research and came across a mortgage help company called, Keep Your Home California. I called them and spoke with a representative I explained to her I was behind on my mortgage and I needed help because my home could be auctioned on XXXX XXXX. After talking with the representative from Keep Your Home California   and doing a phone interview to see if I was eligible for mortgage assistance she told me I did qualify for help through a principle reduction program or bringing me current on my late fees she said they offer help up to {$57000.00} on behind payments and late fees. She told me to call back and me and my wife would have to do a 45 minute counseling session over the phone a more in depth interview to see what programs would benefit us the best. The next day I called back to Keep Your Home California and me and my wife spoke with a counselor we gave her or financial information, loan payoff amount, current monthly house payment etc. When we were done speaking with her she told us we did qualify for mortgage assistance just as the first representative I spoke with had advised me. The Keep Your Home California counselor told us what documents she needed for us to fax to Keep Your Home California in order to start the process of getting mortgage assistance. The following day we sent Keep Your Home California all the requested documents they asked for there are 3 steps to completing the Keep Your Home California process in order to receive mortgage assistance. As of today XXXX XXXX we are on Step 2, the next Step 3, is where all our information goes to the underwriter. I have kept SPS aware weekly of my situation and that I'm seeking mortgage help with Keep Your Home California I have advised them ( and I never speak with the same representative its always someone different ) I do qualify for mortgage assistance through Keep Your Home California. I gave them all the information in regards to Keep Your Home California. I was advised all the information I gave them would be imputed into their computers I was told by a representative from SPS that they were glad I qualified for assistance. I have recently contacted SPS and advised them I no longer need a loan modification now that I'm through the bankruptcy. I have no bills and I am able to make my monthly mortgage of {$13000.00}. I just need help bringing me current and that's were Keep Your Home California comes in. The process with Keep Your Home California can take up to 45 days. I'm about 3 weeks into the 45 days. I'm hoping SPS  doesn't auction my home, it would not make any since seeing how I qualify for mortgage assistance through Keep Your Home California.

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