Consumer complaint received 2022-11-22
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I contacted SPS to inform them of my dilemma, that I am unable to work because of an XXXX XXXX that was in the process, I am unable to make the payments because I am not working, not receiving XXXX XXXX  and I am XXXX XXXX 

I asked the agent to put XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX on the back end of the loan due to XXXX XXXX. I was informed that I would have to wait until XX/XX/XXXX, I called on XX/XX/XXXX or XXXX and spoke with a XXXX, I do believe his name was XXXX  that told me that he wasn't able to do that for me, but I needed to call the Ombudsman 's Office to have that done. I then called the Ombudsman 's Office and spoke with XXXX on XX/XX/XXXX. XXXX told me that he would take care of that, then he went further to tell me that I need to call back after XXXX is due in order for me to get those XXXXXXXX XXXX approved to be deferred. XXXX was also contacted by XXXX of the agents via email, he informed the agent that he was calling me back, but he never did. I have yet to hear from XXXX. I called back throughout the XXXX XXXX XXXXXXXX to later find that nothing had been done to assist me, the deferment hadn't occurred. I called again in XXXX after the mortgage was due to find out if they had deferred XXXX yet, I was told yes by XXXX lady and no by another lady. Then I called back again last week in XX/XX/XXXX to find out that I had to go online and fill out a form to get the ball rolling to have those XXXXXXXX XXXX deferred, XXXX and XXXX, and I will have to do the same for XX/XX/XXXX. To date nothing has been done, I am receiving letters from SPS in XXXX Font the words are too small to read, to confuse the issues to take my home from me after I have been a model mortgage payer. I have not missed any XXXX  until XX/XX/XXXX, and XX/XX/XXXX, and once XX/XX/XXXX XXXX XXXX will be deferred as well. Last week, I spoke to a lady that told me that I needed to go to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am in the process of doing that as well. 

In the meantime, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, I was working less than XXXX XXXX XXXX XXXX, and my take home was less than {$300.00} every XXXXXXXX XXXX. This job had run out of steam for me. I am presently looking for a new job once XXXX XXXX XXXX XXXX XXXX XXXX XXXX  My health is more important to me because, without my health, I am unable to work and pay my mortgage or live a rewarding life. I am doing my best to survive. I have asked for the deferment because I was told that this is an option so that I don't lose my house. I don't want to lose my home or sell my home currently due to the market is about to crash because of the economy. This process has been extremely stressful. The agents at SPS are not forthcoming, they lie and play games with us, they want me to lose my house to foreclosure, but that is not going to happen. I have filled out the XXXX XXXX XXXX upload those documents tomorrow morning, I will call SPS to have them assist me in uploading the XXXX to stay in compliance. 

I am XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX. I need to have a place to live and not be forced out of my home. I need your help, please. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This process has been XXXX and incredibly sad because I am unable to bounce back due to my XXXX. I was informed that the recovery time is approximately XXXX XXXX XXXX XXXX I am still XXXX XXXX XXXX XXXX once I am fully recovered, then I will return to work in XX/XX/XXXX hopefully if all goes well. 

I am filing this complaint because I need mortgage assistance to help me pay the past-due amount. The XXXX mortgage payment is {$1600.00}, so this amount times XXXX XXXX equals {$3300.00} ( XX/XX/XXXX hasn't been added ). SPS and XXXX XXXXXXXX XXXX are the Lenders who are refusing to assist me while I am recovering. I am asking that these XXXX months be deferred to the back end of my loan as soon as possible, please have someone contact me at your earliest convenience.

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