Consumer complaint received 2021-03-23
Company: SELECT PORTFOLIO SERVICING, INC.
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Select Portfolio Servicing offered me the opportunity to apply for their Mortgage Assistance Program geared towards people impacted by the COVID emergency. I was assured by SPS representatives on the phone that I did not have to pay my monthly payments while my application was under review. ( Unfortunately, I did not get this in writing ). 

My application for mortgage assistance was rejected several times for the following reasons - - SPS claimed a copy they sent me was " accidentally '' missing Section six ( which just required me to check one box ), so that application was null and void.This was a form the company sent me that omitted this section, not something I had printed out. I filled out the application twice without knowing this section was missing from the version they sent and did not receive notice that my application was faulty until weeks after I filed it. 

- SPS claimed the Profit and Loss statements for my business being formatted wrong - The tax information required for my application shifted constantly according to who I talked to at SPS on the phone about it. I sent proof of a request for an extension on my XXXX and XXXX taxes. Phone representatives from SPS told me this was acceptable, but then it was rejected in the end. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I attempted to pay my monthly Mortgage payment of {$2000.00} in early XXXX via check by mail, but was informed by the company that my check was shredded because I was currently in dispute with them. 

I called the company to check in on this. 
After being assured on the phone by representatives from the company that as long as the Assistance review application was in process, I did not have to make payments and my house was not in jeopardy, I suddenly received a foreclosure notice on XX/XX/XXXX. 

I called the company again and they said I had until XX/XX/XXXX to complete my application. I asked if I could resume paying my monthly mortgage and also if there were payment plans available for me to catch up on my missing payments totaling {$14000.00}. They told me payment plans were not available and that they would not accept payments from me while my account was in dispute. 

I sent in all the documentation required for my Mortgage assistance application by XX/XX/XXXX and received no word on whether it was accepted or not. 

On XX/XX/XXXX I received a letter from SPS claiming my application was incomplete because my profit and loss statement for my business showed that I was operating at a loss and because my tax information was not complete. This notice was sent to me two days after the application was due and 10 days after I filed it via their website. 

I called the company to get some clarification, and they informed me that my house was in foreclosure and that unless they received {$16000.00} and an additional legal fee of {$1300.00} my house would be put on the market and sold. They claimed my application for mortgage relief was void. but I could try and fix the problems and they would not take action for 30 days. I looked up the laws on this and found that they are supposed to give me 180 days after a formal request for forbearance was filed. 

I sent a written request for forebearance on XXXX/XXXX/XXXX. 

SPS services told me over the phone that my request for forbearance by voice was enough in the past, so I assumed this was still the case. I had requested a forbearance over the phone in XXXX, XXXX and XXXX. Now I wish I had done so in writing every time instead of just this last time. 

On XX/XX/XXXX I sent an email to SPS requesting they send me a written statement that if I pay off the amount currently overdue on my monthly mortgage in the next 180 days, they would stop threatening me with a house foreclosure. I no longer trust their mortgage loan application process. 

I believe SPS is a predatory company taking advantage of stupid people like me who trust their phone representatives and do not get things in writing. I was continually misled and lied to by phone representatives. I was led to believe we were operating in good faith and that once my mortgage relief application was processed, we could find a payment plan that works. 

My goal now is to borrow money and pay the company what is owed. The COVID emergency has created great stress in my life ( death of loved ones, loss of business and so on ) and SPS has taken advantage of a difficult time when I am not able to navigate their bureaucratic system intelligently. I believe their goal is too foreclose on my house and not to establish a reasonable payment plan with me. I have sent them multiple letters explaining my duress and inability to navigate their complex application process. 

I truly believe Select Portfolio Servicing is a criminal enterprise out to exploit peoples weakness during a time of National crisis.

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