Consumer complaint received 2021-12-28
Company: SELECT PORTFOLIO SERVICING, INC.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I entered into the mortgage forbearance plan that was offered due to covid with the understanding that payments Miss would be added to the end of the loan. At the end of the program I was sent a letter asking me to agree to the new terms that did add the paymentd to the end. I signed and mailed back with a payment. After a few days, I checked my account online at spservicing.com and the payment had not been posted. Plus, the website did not allow me to make my a payment. I called to ask that the issue gets fixed. The representative told me that the reason my account was on hold was that they did not receive the letter that I sent them back I signed for the new payment arrangement. They said I should email it so that they could get it right away and that the were going to stop the foreclosure process. I did not even know that they had listed my home to be auctioned this month. That explained why I was getting excessive amount of investment home buyers wanting to buy my home sending me mail, calling me, texting me, and even people knocking on my door asking me if I would sell them my home. 

I proceeded to scan and email a copy of the signed agreement on the same day. I then waited a few more days hoping that everything would be back to normal and that I could make a payment through their website the same way I had been doing for several years since I refinanced with them, but nothing had changed. I then called again and then the representative did confirm that they received my signed agreement by email but said that they were not going to accept it because it was received passed their due date. I explained that the previous representative did not notify me of any issues and told me that everything will be alright as long as I emailed them the agreement. After speaking with this representative for an extended period of time and asking them to get me in touch with their supervisors they did not change their negative statement. They only said that they would send me a new application to see if I could qualify for a loan modification I found this to look like a scam since they were not honoring the mortgage forbearance plan that the government said that they needed to provide. A few days later I received another letter telling me that my only options would be non-retention options. The options consisted of a short sale or a deed-in-lieu of foreclosure. I am not in agreement with either one of those options. I am prepared to make the mortgage payments I used to do before the covid forbearance or better. 

I believe that the actions they are taking are predatory since my home has a good amount of equity. I need some assistance talking to these people to put the loan into a normal status and so they don't take my home from my kids and me. 

Thank you for your help Select Portfolio Servicing Account # XXXX XXXX

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