Consumer complaint received 2023-09-20
Company: SELECT PORTFOLIO SERVICING, INC.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Loan sold or transferred to another company

Complaint:
At the end of last year, through the first part of 2023, I worked with my previous mortgage servicer ( XXXX XXXX ) to modify my loan. The process got delayed when I reviewed the XXXX & XXXX and disagreed with them. After a couple of months, we came to an agreement and all the paperwork was signed and officially executed. 

Almost immediately after signature, my loan was sold ( the notice for the sale of the loan happened a month before ). This was XX/XX/2023. As of XX/XX/XXXX, the loan still has not been fully boarded. Since XX/XX/XXXX I have followed up weekly, trying to facilitate completion. Each time I called, I got different rationales for the delays and what needed to occur, including : XXXX. Wait 60 days, thats how long it takes to board - We are beyond that XX/XX/XXXX date XXXX. The paperwork wasnt received - on other calls, confirmed it was received and I have a copy directly from them ( my loan modification ) 3. Paperwork was never completed because it wasnt notarized. Both the new servicer and on my own, have validated that it did not require a notary, and I was told I completed all actions 4. After 60 days, be patient 5. Asked for the paperwork to resign and was told it would be sent, but it was never sent In the interim I am getting demand notices, notices that my modification is no longer approved since I did not complete paperwork in time. They erroneously paid real estate taxes ( I have no escrow ) and worse, to the wrong period due. I tried to make payments and was told not to make payments until everything was resolved ( I ended up making my XXXX payment and will make my XXXX payment by the end of the month ). Threats that my mortgage would foreclose potentially in XXXX. 

I finally lost my patience yesterday. After working with someone who claims to be in their Executive Office for the last two weeks with her promise to facilitate completing and staying in touch. She calls me once-a-week to tell me basically nothing. XXXX  she said they FINALLY received the paperwork from the other lender ( confirmed from previous phone calls they received it at least XXXX weeks ago ). I asked for a timetable to complete. She could not give me one. I asked her what the issue was with the boarding. She did not give me one. 

What makes it worse is I get emails/texts/calls about being delinquent. To add to it, when she calls me she asks if she can record the conversation. I ask the same question and she says no ( as I now, apparently know, in XXXX  I can record if I consent to the recording ), in preparation for a lawsuit. I have asked them to retain recordings. I want everything on record. She then tells me that anything discussed will be used to collect a debt, before giving me an update with no information. She told me to ignore the demand letters and I asked her to put that in writing and she said that she could not do that. 

Finally, my online dashboard shows incorrect amounts paid to my previous lender ( omitted payments ), incorrect escrow, incorrect tax information and incorrect last payment date.

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