Consumer complaint received 2015-04-06
Company: SELECT PORTFOLIO SERVICING, INC.
State: MD
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
Our mortgage company Select Portfolio Servicing has been flat out lying to us about our modification application. They were encouraging at XXXX when we began struggling with our payment due to loss of income and employment, but as we try to go through the process with them they provide conflicting information, tell us that all documents are in and that we are going to underwriting for a decision. After 3 weeks with no contact we call them and are told there was no review done because they never got out paperwork. This has gone on for months and is very frustrating. Our current mortgage payment is close to half of our current income and we know that there are government programs to help people like us. Why is SPS giving us such a runaround? 
My husband has worked as a XXXX forXXXX years. I have run a XXXX business for the last XXXX years but in XX/XX/2013 I lost several of my clients due to the bad economy -- their parents could no longer afford the service. This coincided with XXXX losing hours at his job. This put us in a bad situation. We also have taken in foster children periodically over the past 9 years, which helped supplement our income. Unfortunately we had a very bad experience with the last foster child we took in and it was so heartbreaking we are not taking on any new kids. 
After falling a couple of months behind on the payment we were told by SPS that they would review our application for modification assistance. After sending the package in there was no communication for several weeks. When I called in I was told that the paperwork had been lost and needed to be re-sent. I sent the paperwork again and when I called to follow up the agent deflected the conversation into a collection call, demanding to know when we would make a payment. We then began getting correspondence to try and get us to agree to a short sale or deed in lieu of foreclosure, even though SPS had never even opened a review for options to save our home that was actually built by my husband 's uncle! On a recent call we were told that everything that was needed for the review was in and that the file was going to an underwriter for a decision. We waited a few weeks and called back in to find out what the decision was, and were told that SPS did not have our paperwork so no review could be conducted. 
We have gone through a tough stretch here, but have done everything we can to comply with the bank 's requests for financial information. Not only that, but I have taken a job working at XXXX to supplement XXXX XXXX income. I do n't understand why SPS treats their customers so poorly -- we are scraping every bit we can to make sure bills are paid and I am training to be a supervisor at XXXX and working as many hours as they will allow so that we can resolve all of these issues with SPS. We know that there are government programs designed to assist people like us, and we know that we fit into these program guidelines. What we do n't know is why SPS is giving us such a hard time and not allowing us to access these programs.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief