Consumer complaint received 2016-12-15
Company: SELECT PORTFOLIO SERVICING, INC.
State: DC
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been pleading for the full consideration of my situation, understanding and assistance to keep my home as I try to straighten out my life since XXXX. I was diagnosed with XXXX XXXX ( XXXX ) in the XXXX, have undergone XXXX that had caused difficulty in meeting my financial commitments, including mortgage payments. After I stopped the XXXX, I was dealing with XXXX, though I did n't give up, and moved forward with plans to complete my studies and committed to work hard in order to keep my place. 
I requested assistance from XXXX Housing Finance Agency regarding Home Saver- a foreclosure prevention program, contacted several organizations, including the XXXX housing agencies for counseling and assistance. It seems like with some organizations such as the XXXX I could have qualified for assistance, if I contacted them during my XXXX, not after I stopped it. So apparently, there is not a single agency or organization who could help me. It is still not clear why I did n't qualify for a forbearance program with XXXX XXXX XXXX or Select Portfolio Servicing, inc. ( SPS ), why and who put restrictions on my account that does n't allow me to qualify for any of the home affordable programs. 
Initially, mortgage was with the XXXX XXXX XXXX, then with the SPS. When I fell behind on my loan, I called XXXX XXXX XXXX and explained them my situation and asked for assistance. They initiated loan modification process ; eventually application was denied and the loan was sold to SPS. Though I was behind on my loan, at that point only several months, I still was trying to make payments regularly. As a XXXX I get paid twice XXXX. In the XXXX my XXXX payment was delayed ; as a result I sent in only half from the total required monthly amount. SPS returned my payment, started loan modification process and refused to accept any payments. The application for loan modification was denied. I appealed their decision, my application for the mortgage assistance has been in the process since XXXX XXXX. This whole process is very frustrating and stressful to be in this situation. I explained to them my situation over and over again, and provided proof of my situation from my doctor, completed letter of hardship, and in good faith, diligently submitted all the paperwork as they have requested. I am running out of patience ; SPS once again requested profit and loss statements that I provided in many different formats before. It is not clear which part of income they consider to be as part of self-employment, since I am XXXX, and get occasionally paid assignments at the XXXX. Then, as I thought, finally they are reviewing my application, I received email notification of this change as an email alert, update of my application status to be Application Received. Several days later when I checked their website, my application is under review and they are requiring more information, again, and now they need pay stubs, they need clarification on months paid out of the year. Though I enabled assistance program status email alert, I did n't receive email notification letting me know that my application status has changed and they need more information. I am overseas, I ca n't access my mail immediately and requested that they stay in touch with me via email, which they never do, or keep the account information updated on their website, so I know what is happening. I provided the requested information and explained to them over and over and over again, in writing and over the phone that as an adjunct faculty I get paid twice XXXX, provided the dates of the XXXX terms and dates I get paid. It looks like they are not reading my letters, or they do n't care. Am I dealing with robots or humans? to me, SPS is just dragging the time to deny my application at the end, as XXXX

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