Consumer complaint received 2021-09-28
Company: SELECT PORTFOLIO SERVICING, INC.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
To Whom It May Concern : I'm writing once again to express my discontent about my mortgage servicer, Select Portfolio Servicing ( SPS ). I filed an appeal to the current status of my modification on XX/XX/XXXX and as of today am still being told that the appeal is still open. 

Im currently going through a second round of the finalization process and to my surprise Friday, XX/XX/XXXX I was informed that the modification had been closed. I also logged into the website to make a payment and was noticed that the option to make a payment plan payment or payment per the terms of the approved modification agreement was no longer available. 

Im extremely upset about the way this account has been handled once again. This is the second time Ive attempted to process a modification and have experienced processing challenges with SPS. The last letter I received dated XX/XX/XXXX stated the following : We received a signed copy of the loan modification agreement, however, are unable to accept it, as we received a faxed document and the notary details were missing. We require the loan modification agreement to be resent with all valid signature, dates, pages and we require the original agreement with the notary details. 

Ive had several conversations with representatives and my Relationship Manager about the modification and have followed the appropriate procedure as a requested. Two copies of the original, executed and notarized agreement were sent to SPS and were received per USPS delivery confirmation data on XX/XX/2021 and again on XX/XX/2021. 

After receiving previous notice stating that documentation was missing, I followed up on a few occasions in an attempt to resolve this matter as noted below. 

XX/XX/2021 I called and spoke with a XXXX to confirm specifically what was missing in the agreement. The representative informed me that the matter was being to the underwriter for a response ( 5 business days ). The representative asked me to provide a copy of the embossed seals on the documents and I did so via e-mail. 

XX/XX/2021 I spoke with my Relationship Manager, XXXX XXXX, about this matter and he confirmed that the documents were received with signatures and legible embossed or raised seals. He also stated that the documents were apparently scanned before being forwarded to the appropriate resources which may be the reason why the notary details were reported as not being displayed properly. He stated that the Information Team would need to reference the originals instead of scanned images. 

XXXX requested that I send pictures of the copy I had with the visible notary seals via e-mail and website upload. I followed up and provided the requested documentation on XX/XX/XXXX. 

XX/XX/2021 I called and spoke with XXXX. I expressed my concern again about the documentation being rejected. I was informed that the agreement was still being reviewed and would be escalated to underwriter manager for review. 

XXXX confirmed that he could personally see the stamp and that he would enter a clarifying comment. He also informed me that if the documentation was still rejected, it would be escalated to a supervisor. 

XX/XX/2021 I called and spoke with XXXX. I was told that the agreement is still being reviewed and had not moved forward. 

XX/XX/2021 I called and spoke with XXXX. I was told that the workout for the modification was closed out and that a new modification request was necessary. 

XX/XX/2021 I called and spoke with XXXX. She suggested to have my Relationship Manager review the loan documentation and placed a call back request with my relationship manager. 

XX/XX/2021 I called and spoke with XXXX. She confirmed that my appeal was received and that I should send additional copies of the agreement to either of the following addresses : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX or XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I called and spoke with XXXX. I informed her that I resent two copies of executed and notarized modification agreement. I was informed that the appeal was under review and a decision would be made in 30 days. 

XX/XX/2021 I called and spoke with XXXX. He informed me that the appeal is still open. He stated that they received two more copies of the original agreements, however, there is a note in the system stating that the documents were rejected again because the notary details arent legible. I requested this matter to be escalated because this is the second time Ive sent two agreements which contain the appropriate signatures and embossed notary seals. XXXX contacted his supervisor and informed me that the matter would be placed on the escalation log and that Id receive a response in 3-5 days. 

Shipment # 1 Tracking # : XXXX Your item was delivered to the front desk, reception area, or mail room at XXXX am on XX/XX/2021 in XXXX XXXX XXXX, UT XXXX. 

Shipment # 2 Tracking # : XXXX Your item was delivered to the front desk, reception area, or mail room at XXXX XXXX on XX/XX/2021 in XXXX XXXX XXXX, XXXX XXXX to Select Portfolio. The item was signed for by XXXX XXXX. 

Im requesting an appeal of the closing of this modification process because I have made all necessary and additional efforts to comply with the process and have received confirmation from a few representatives and my relationship manager that the appropriate documentation was received. SPS failed to reference the original copies of the documentation that were sent on two separate occasions. For some unknown reason, SPS is not referencing the original copies of the documentation which contains embossed ( raised ) notary seals and details. I was not informed that the notary seals needed to be a certain type and my credit union only provides embossed seals. I also have a concern with the fact that I was not informed that additional intervention was needed before the modification process was closed. 

As per the last letter received states : We require the loan modification agreement to be resent with all valid signature, dates, pages and we require the original agreement with the notary details. This statement leads me to believe that I may follow-up again and provide the requested documentation in order to fulfill the modification process. This statement is contradictory to what I was told on Friday when the representative informed me that the modification has been closed. 

Im requesting for this modification process to be re-opened and for the documentation that was sent ( four copies on two separate occasions ) to be accepted for the process to be completed. 

I hope we may work together to resolve this issue and to resume execution of this modification agreement without it having to be escalated for mediation to mortgage industry or consumer protection authorities. I look forward to hearing from you soon.

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