Consumer complaint received 2017-05-24
Company: SELECT PORTFOLIO SERVICING, INC.
State: IL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
This 2nd loan is with Select portfolio Servicing ( all calls are recorded ) I am reaching out to you on behalf of the seller My name is XXXX XXXX ( authorized party from the XXXX XXXX XXXX XXXX XXXX ) XXXX I am speaking out to ask for help as to why the SPS short sale dept is being ran so horribly that I continually get different information and lied to. There rush is not a rush and their notes do n't go anywhere they should like they say. This is my 2nd file in the last 5 months that has gon like this I am filing another complaint that has been finally resolved but needs to be noted because I was lied to so many time and the investor never even knew I had submitted an offer in a 5 month time frame MY NOTES ON THE FILE XX/XX/XXXX sent out package to 1st XX/XX/XXXX they did n't receive it, resent in XX/XX/XXXX package received being reassigned from modification to short sale dept XX/XX/XXXX Bank reordered BPO, They need XXXX Checked off, XX/XX/XXXX ( past the XX/XX/XXXX ) and XX/XX/XXXX Bank statement and XX/XX/XXXX taxes signed on 2nd page check back XX/XX/XXXX XX/XX/XXXX Work ON 2nd and submitted package to the XXXX XX/XX/XXXX Work on 2nd ... .... Water Lien paid BPO for 1st being done Saturday XX/XX/XXXX sent recent documents to 1st make sure they received, sent in 2nd documents but still need chase package XX/XX/XXXX Needs LOX of No rental income and ceased when. BPO came in at XXXX WORK ON 2ND XX/XX/XXXX file is in review with investor for the 1st XX/XX/XXXX 1st is not sure they are going to be able to approve this they want 83 % of appraised value, also they need 2nd mtg statement and explanation for XXXX income sent to the seller XX/XX/XXXX sent in missing docs and requested docs to the 1st XX/XX/XXXX Negotiator for 2nd is XXXX XXXX X XXXX she has not reviewed file yet, call in a few days XX/XX/XXXX need to send SS affidavit XX/XX/XXXX from 2nd mtg :  Good Afternoon, I am in the process of reviewing this file in preparation of sending it over for approval request. Please be advised that a service release letter has been sent to the seller advising effective XX/XX/XXXX, XXXX will no longer service this loan. The new servicer will be SPS. I will continue to work the loan up until the point of service release. Please let me know if you have any questions. Thank you -XXXX  XXXX XXXX XXXX sent out the affidavit XX/XX/XXXX sent in SS affidavit to the 1st, Called 2nd to  see what they have for SS docs had to send in Authorization call back tomorrow XX/XX/XXXX 1st got the they got the affidavit, and are submitting soon ( Negotiator will call back on XX/XX/XXXX ) .Call back on 2nd they do n't show authorization yet XX/XX/XXXX 2nd has all the documents and authorization, they are being reviewed call back on Monday 1st will call on Tuesday XX/XX/XXXX XXXX XXXX 2nd negotiator X XXXX Call back on Friday XX/XX/XXXX Called 1st to get status check back on Thursday for a decision XX/XX/XXXX Called 2nd mtg. Still not showing BPO, Call on XX/XX/XXXX Spoke to the 1st and the offer was  submitted last Wednesday. XX/XX/XXXX 2nd informed me Was told they had until the XX/XX/XXXX to complete the file and I asked them to please rush the file as we just got 1st approval letter sent to 2nd and revised HUD with date change to match approval letter XX/XX/XXXX Left a Message with Buyer atty advised by buyers agent we are trying to close by the XX/XX/XXXX XX/XX/XXXX 2nd stated sent to the underwriter that we are waiting for the approval letter XX/XX/XXXX SCHEDULED TO CLOSE ON THE XX/XX/XXXX XX/XX/XXXX Spoke to XXXX XXXX supervisor for 2nd mortgage he said he is pushing for us to get it by Monday XX/XX/XXXX 2nd still no approval letter called and now they 2nd sayd they have till the XX/XX/XXXX because of the approval letter and HUD, asked for a supervisor spoke top someone NO help XX/XX/XXXX 2nd Still no approval letter now the bank stated that they have till the XX/XX/XXXX for a response AGHHH XX/XX/XXXX checked on file response for XXXX and now they stated they have until the XX/XX/XXXX because the underwriter states complete package on the XX/XX/XXXX I spoke to a supervisor who said she will try to rush it, sent request for ss  extension to the 1st spoke to the negotiator and he stated I need to call the CFPB because this makes no sense what they are doing. Called and started complaint process.

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