Consumer complaint received 2017-03-23
Company: SELECT PORTFOLIO SERVICING, INC.
State: IN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I was in the remodification process with my previous mortgage company, XXXX. My loan was sold to SPS. I was not aware of this until I recieved a letter nearly 6 weeks after the purchase. As soon as I was aware, I reached out to SPS to let them know I was in the remodification process with XXXX, and to see how I could proceed. They told me that they would continue to process, and that the could use the information and forms from XXXX. That was the case until late XX/XX/XXXX, when they told me that I would have to start the process all over, using their documents and paperwork. 

I got started on this in XX/XX/XXXX, knowing that there was a sale date for my property soon. It had been a long time since I started the remodifciaiton process. The original housing agency I was working with ended up closing, which forced me to do this on my own with XXXX. 

SPS said to get my packet in before the XX/XX/XXXX, and they could postpone/stop the sale until my remodification packet was reviewed. Even if it was n't correct or if they needed additional information, they could get that later, but that it was most important to get it in. I did, and spoke to someone at SPS on XX/XX/XXXX who told me that paperwork was sent to the attorneys to postpone the sale. Since XX/XX/XXXX I spoke to SPS on several occasions as they needed different paperwork and documents. 

On XX/XX/XXXX I received a letter via mail that my property had been sold on XX/XX/XXXX. This was baffling to me because I was told the sale had been postponed, and because I had spoke to SPS multiple times since then. On XX/XX/XXXX I spent the entire day talking to SPS, HUD, my Housing Agency ( Transitions ). On XX/XX/XXXX, my final call with SPS, I was told they were putting in an escalation to have the sale resended, as it should not have been sold, and because my remodification was still under review. Additionally I was informed that XXXX sold it, and bought it, so it was still with SPS. I was advised to call every few days to check for updates, which I did. I was originally told that it would take 10-14 days for and update or action. On XX/XX/XXXX I was told that it would actually take 4-6 weeks. When I called on XX/XX/XXXX it was as if the escalation never took place. SPS told me the escalation to resend could not move forward without HUD 's approval. HUD made clear this was an issue with SPS and they could and should resend it and allow the remodification to be reviewed. Both HUD and my Housing Agency suggested I contact you, the attorney general, and an attorney as they felt like SPS had n't gone through the correct process, and had not communicated with me, and sent me around in circle. 
Additionally, SPS has NEVER, EVER reached out to me. I have never, ever spoken with my assigned relationship manager. They only communication I have had with SPS is when I call them, even though I have made perfectly clear that my number is and independent, private number where they can leave a message. SPS has never reached out to me. And, I get conflicting information every time I called.

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