Consumer complaint received 2022-01-27
Company: SELECT PORTFOLIO SERVICING, INC.
State: MA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/2021 I filed for a modification under the : Biden approved help for homeowners on XX/XX/2021 for {$10.00} XXXX dollars so is the program. I have requested a modification to not only lower my monthly payment but to include escrow arrears. Before I applied for the modification I called SPS and was informed that there were several types of modifications and that there was a modification that could do what I was requesting and that underwriting would make the decision. I was not asking for a forbearance, nor deferral. I requested a full modification that would bring me fully current with no arrears period. 

It is now coming up on 7months since I filed under Biden 's homeowner program and I am still waiting for processing. I used one of their suggested HUD approved agencies as suggested in their communication for assistance. All documents were submitted by that agency whose name is XXXX and several times and even recently two days ago upon request sent again paystubs. Still today they underwriting are delaying processing by saying that don't receive or they can't make out the copy all while the HUD agency continues to follow up calls and receive recorded confirmation that all is received and very legible. I have received once a valuation report on my home and now today received another only a month later with the nerve to lower the value of my home if I would go into foreclosure. They are continually sending me foreclosure threat notices all awhile they are supposed to be processing my application. I have now today sent communication to my town manager, state rep, congressman and senator alerting them of this activity. I am active in my community so not too much is a secret around here and for what I a trying to get done. today a rep at their company told me when I called that even if they modify the mortgage that the escrows would be in a payment plan and I called out the conversation I had BEFORE I applied for the modification that I was told that there were several types of modifications that could help me. I am 60 years of age and nearing retirement age ( Biden 's program is very inclusive and high on the list of someone like myself to get any assistance I need according to the documents that I have read in the Program details ). I applied for a modification due to XXXX relief that I so desperately needed from the onset since my first ever application to them not even this one. Last year, 2021 was a very hard tough year having had 4 deaths and my home XXXX  in 2021 and trying to help my family, etc. It's a lot. I told them in my letter of hardship that I needed a modification that would include my escrows and did not care how long they had to extend the term of my mortgage loan just make it affordable so that I would not need worry about this in the near future. I share the 1st letter to SPS below that I sent to them and then I had to send another one thereafter only a few days ago because they have now asked me for 16 weeks of paystubs when the hardship application XXXX only required 2 paystubs. It frustrated me but I sent them. Every time they say they need something they push the processing time clock back to 30 days-so you can easily see how they got to be up to almost 7 months processing time. This to me is deliberate. This is the letter that I sent to them and now forwarded to my local community politicians to be on notice for complaints like this. I hope that you could help. THE LETTER READ AS FOLLOW : Dear Servicer, I am fully concerned about the status of my modification. It has been since XX/XX/2021, that I have applied. It is now XX/XX/2021, and still no status. You sent me correspondence that if this is not resolved by XX/XX/2021 I will face foreclosure. Yet you deliberately have delayed my application not trying to move things along. I used a credit counseling agency as you suggested in your correspondence to me for help in resolving debt stress. I particularly did not want to be responsible for submitting this application since it is as serious as applying for a mortgage. That said, all documents that you have requested have been submitted not once, not twice, not three times but now four times and they were submitted by an agency that you suggested that I refer to for assistance through HUD. Still you keep saying you have not received them. 

All of a sudden, I am $ XXXX and 5 months behind on my mortgage facing a possible foreclosure argument on XX/XX/XXXX only two days before XXXX. I have now had 4 deaths this year, my home vandalized and still trying to recover from the all of it and here you are working against me to take my home away regardless of what was written in my Hardship letter and regardless of what Biden has put in place for us homeowners. So why don't you tell me what a Covid-19 recovery modification is? Or why qualifying for a modification is taking 5-6 months for processing when you say even on your announcement message when calling that it could take UP TO 30 days for processing. It has to be a deliberate action to be put 5 months behind on a mortgage. I just can't seem to see it any other way... what is this? 

You have constantly asked me to continue to send pay stub after paystub and bank statement after bank statement. I am a single XXXX mother trying to make it just like the rest of us. And you do know that I am XXXX the documents ask for race, you do know my age, the document ask for it, you do know my home location address the document ask for it. Please confirm that I have not entered into some sort of XXXX category where you deliberately continue as history goes to set up XXXX folk to loose their home especially if our home somehow ended up in an affluent neighborhood that used to just be so so when purchased. The activity that is occurring is unacceptable on so many levels. I have contacted the agency that I am using ( at your suggestion via your correspondence A HUD AGENCY ) XXXX XXXX to intervene further on my behalf to bring this to a close. What is this below? 

Biden signed $ XXXX in mortgage help for homeowners. 
Biden extends mortgage relief : What it means for you. 


XXXX XXXX  got a huge chunk of this money to help homeowners. Explain to me who gets the money that was issued to XXXX XXXX  who is also listed on my mortgage as being sold from XXXX. Biden 's plan also includes specific mortgage assistance for us 60 years and older. 

What is all of this pacifying written XXXX about? Who is really benefitting from this? I guess I would literally have to call the White House to find out for myself, the XXXX XXXX and the Department of Treasury to learn what I guess I can't read. 

Please respond to this letter before XX/XX/2021. I deserve answers. I deserve an apology for all of the delay as well. Why do yall put people through all of this mess and say that you are not into the housing realestate business. Well, I am concerned every time that remark is heard.

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