Consumer complaint received 2017-10-11
Company: SELECT PORTFOLIO SERVICING, INC.
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Effective XX/XX/XXXX my mortgage was turned over to Select Portfolio Servicing ( SPS ) from XXXX XXXX XXXX. Please note prior to the transfer to SPS, I had completed a loan modification application for assistance with XXXX  XXXX XXXX. Please note this process with XXXX  began on XX/XX/XXXX ( application faxed ) with follow up information faxed again on XX/XX/XXXX to XXXX. I received confirmation from XXXX prior to the transfer that all documentation was complete and received and to follow up with SPS if I did not receive a response on my loan modification prior to XX/XX/XXXX. No response was received from XXXX prior to XX/XX/XXXX. I called SPS on XX/XX/XXXX at XXXX and spoke to XXXX XXXX - she indicated my file would be completely uploaded into their system by the XX/XX/XXXXorXX/XX/XXXXXXXX also indicated I would be notified by the beginning of XX/XX/XXXXwith an answer on my loan mod application. I called into SPS again on XX/XX/XXXX to check the status of my loan mod app. I requested my call be escalated from XXXX XXXX to his supervisor XXXX XXXX  as I needed further assistance and clarity on how long it would take to review my completed app. In the course of my conversation with XXXX, he requested information relative to seasonal work I had just started in XX/XX/XXXX. He requested I provide a 90 day P & L statement for the XXXX work I had just started doing at XXXX. I emailed the P & L statement on XX/XX/XXXX at XXXX per XXXX  instructions. On XX/XX/XXXX at XXXX, I called SPS to follow up on the status of the app and the P & L statement I had sent on XX/XX/XXXX and I spoke with XXXX XXXX . She said that the P & L statement needed to be signed and dated which XXXX XXXX did not indicate when I sent the P & L on XX/XX/XXXX. I resent the P & L again on XX/XX/XXXXvia email ; however, this time signed and dated. Since XX/XX/XXXX, I had not received any voicemail messages or written correspondence from SPS indicating what specific additional information may be missing if any. On XX/XX/XXXX, I received an inbound call from an unknown number at XXXX, upon answering the call I spoke to SPS rep XXXX XXXX . He proceeded to tell me my loan was in default for which I replied what is the status of the loan modification transferred from XXXX since XX/XX/XXXX and additional information provided to SPS on XX/XX/XXXX XX/XX/XXXX. He apologized and said upon review of the file it looked like the underwriter wanted to know the source of income. I repeated again per information provided to SPS on XX/XX/XXXX it was from XXXX XXXX XXXX on a XXXX  seasonal basis that I had just started with an existing XXXX. I indicated at that time the length of time for review and asking repeated questions was unacceptable given the amount of follow up and additional information I had already provided. He apologized and said my application was complete. I called today, XX/XX/XXXX to check on the status of my loan modification app at XXXX. I was advised at that time by XXXX XXXX that the P & L statement received on XX/XX/XXXX could not be used as there was no income listed forXX/XX/XXXX I advised there was no income for XX/XX/XXXXbecause there was no work for XX/XX/XXXX. She said the underwriter needed 90 consecutive days of income and what percentage of ownership applied. I indicated there was no ownership as it was not a LLC or registered business. This income will be XXXX work. In addition, I expressed my distaste for the lack of follow through and obvious delay that SPS has held on my loan modification application. I have submitted all additional documentation requested in a timely manner including the additional 90 day P & L I was asked to submit on XX/XX/XXXX. Please note this information was sent and confirming emails received from SPS that the information was received through their email system. My goal is simple and the same as it was back in XX/XX/XXXX to get a fair and reasonable loan modification. I do not believe SPS is operating or handling my file with integrity and ethically. I kindly request your assistance so this matter can be resolved as quickly as possible.

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