Consumer complaint received 2016-05-31
Company: SELECT PORTFOLIO SERVICING, INC.
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Due to family hardship ( husband being diagnosed with a XXXX ( increased medical cost ) and loss of child support income ( $ XXXX/month ), I was not able to pay the mortgage. I applied for a second modification, but did not qualify. I was given XXXX options : short sale or deed in lieu. In XXXX, 2016 after all else had failed, I opted to pursue the deed in lieu. I received a letter dated XXXX XXXX, 2016 outlining the details of a XXXX Deed in Lieu. At that time I had tenants in my home. I sent it the supporting documents ( copy of lease, electric bill and a request for relocation assistance ). My tenants were displeased with having to move and did not cooperate. On XXXX XXXX, 2016, I signed all documents in the presence of a notary ( deed and agreement - attached ). My relocation date was scheduled for XXXX/XXXX/16 by XXXX. I requested additional time due to my tenants failure to move. I was granted time to process an eviction. I contacted SPS regularly to update my progress. On XXXX XXXX, 2016, I called to notify them that the house was vacant and in a broom swept condition as required by the agreement. It was my understanding that after the condition of the house was verified, I would receive notification and a check. ( as noted in the letter dated XXXX/XXXX/16 ). As of XXXX XXXX, 2016, I have not received a check or any written explanation. I have called on multiple occasions and been given different answers. I called several times. On XXXX XXXX, 2016 XXXX XXXX XXXX XXXX the final walk-through to verify the house was vacant had not been completed according to XXXX XXXX, a supervisor and he did n't see why it was taking so long. He called another supervisor who agreed it should n't be taking so long and then said give us a couple of days and check back on Monday or Tuesday. On XXXX XXXX, 2016 XXXX XXXX XXXX - I was told by XXXX XXXX " looks like we are working on recording in the final process '' ... " nothing else is required on your end. '' I requested to speak to a supervisor. I spoke to XXXX XXXX. I asked for a timeline regarding the completion of the process and he refused to give me XXXX. When I told him about the time frame given on the letter I received he still refused saying it could be the end of this week or longer. XXXX XXXX, 2016 I called again XXXX XXXX I spoke to XXXX XXXX - no new information. XXXX XXXX, 2016 XXXX XXXX I spoke to XXXX XXXX XXXX She took some time to research the case. Stated all information had been completed by me and that SPS would honor whatever they sent me in writing. She stated she would put in an escalation request to have my check issued and to see what the time frame was for the process to be completed. On XXXX XXXX, 2016 XXXX XXXX XXXX, I spoke to XXXX XXXX who told me that I did not qualify for XXXX. I asked when was this decision made and what were the terms under the current status. He could not provide me with any information. I hung up and called back. I spoke to XXXX who told me that I did n't qualify for the relocation, but I was under XXXX and a check would be issued once the deed was filed. Supposedly the deed was out for recording. XXXX also said she did not understand why they were only giving me $ XXXX when I qualified for {$10000.00}. No explanation of the process used to calculate it.Today XXXX/XXXX/16 I spoke to XXXX XXXX who said that the deed was actually sent to the attorney on XXXX XXXX, 2016 and she does n't know why it 's taking so long. She also stated the check should be issued as long as the house has been verified vacant. She stated she would Escalate the account to the processing department. I explained that each month this is n't resolved another negative report goes to the credit agency. Response time for escalation is 3 business days. Complaint : Multiple conflicting updates from SPS with no real end in sight. I have fulfilled my requirements under the agreement

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