Consumer complaint received 2022-01-31
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
To Whom This May Concern, I was denied a modification by SPS and I have not had a modification since XXXX - 5 years ago. I have the right to modify my loan after 12 months and is well above the 12 month mark since my last modification. I have taken detailed notes of all interactions with SPS and I was told multiple times that my account was eligible for a modification without even asking. I spoke with loss mitigation multiple times to review income, tax returns and my employment status and not a single rep, point of contact or underwriter mentioned that I was ineligible for a modification. I have been trying to get myself reviewed since XXXX and I was constantly told that documents were not received or my employment date needed to be clarified ( I clarified 3 times ). When I inquired as to why the account was deemed ineligible I was told that I had a recent modification and that is simply not true, based on your own records at SPS. I was not given any other information, asked to be transferred to a supervisor and were hung up My account needs to be reviewed for a loan modification immediately. 
Here is a detailed record of all my interactions with SPS over the last few months, where I was told multiple times that I am ineligible for a modification : *** XXXX *** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS, rep said that an NOD was sent out, needs to be cured by XXXX or will be referred to an attorney for legal action. Said the loan was recently modified on XX/XX/XXXX. I asked if the loan is eligible for a mod, rep said no, I asked why not, she said that info is in the denial letter. I told her that the letter says it was denied because she had a RECENT mod, the rep could not tell me if we can reapply for a mod, she just kept saying she is not eligible for a mod and it is in the denial letter as to why, asked to be transferred to a supervisor, rep hung up. 
**XXXX XXXX** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS to f/u on XXXX, rep said that as of XX/XX/XXXX there are no retention or loss mitigation options available, requested copy of denial letter, rep will fax over. 
*** XXXX *** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS, as of XX/XX/XXXX they have everything they need for the modification review. 
There should be a decision within 30 days. 
*** XXXX *** XX/XX/XXXX, XXXX PM NOTE [ n ] - Called SPS, clarified that she does file taxes for her XXXX XXXX XXXX and has sent them in. Rep stated she will most likely need to send over her XXXX taxes again. 
*** XXXX* XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS, XXXX is still under review but they need to know if she files taxes for XXXX solutions or not. Said yes, but will call her to confirm if they have been sent in. 
*** XXXX*** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS to f/u on modification XXXXeview , file is in review, no docs needed at this time. 
*** XXXX** XX/XX/XXXX, XXXX PM NOTE [ n ] - Called SPS, reconfirmed employment start date. The file is now 100 % under review as of today XXXX. There should be a decision no later than XX/XX/XXXX ( 30 days ). 
*** XXXX*** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS to f/u on XXXX, rep said that they still need documents/ clarification. Said they need an exact hire date for XXXX solutions. XX/XX/XXXX. Clarified again!!! 
*** XXXX*** XX/XX/XXXX, XXXX PM NOTE [ n ] - Called SPS to check on XXXX XXXX rep said that it is under review. Rep said he does not know what day it went under review. Very unhelpful. 
*** XXXX *** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS to f/u on XXXX, XXXX said that intra year start date, need clarification on the rejoin date or exact start date. Told her that she started in XX/XX/XXXX. 
**XXXX XXXX*** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS to f/u on XXXX, XXXXep said it is still in review ( as of XX/XX/XXXX ). 
*** XXXX** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS to f/u on XXXX, rep said XXXX is still XXXX review. Will f/u in a few weeks. 
*** XXXX XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS to f/u on XXXX, XXXX XXXX that XXXX is in review as of XXXX. 
*** XXXX XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS to f/u on XXXX, XXXX XXXX tax returns they received rental income, let them know she is no longer receiving that income. 
*** XXXX *** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS to f/u on XXXX, said they needed to know what her hire date was ( XX/XX/XXXX ), said he put those notes in and to call back in 2 days. 
*** XXXX*** XX/XX/XXXX, XXXX AM NOTE [ n ] - Faxed full tax returns & XXXX to SPS XXXX 
**XXXX XXXX*** XX/XX/XXXX, XXXX AM NOTE [ n ] - Faxed in Bank statements & letter of explanation to SPS XXXX Still need : -Tax returns ( full return ) -Clarification of SSI ( social security income ) XXXX XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS in regards to letter stating the XXXX is not in review, said the docs were not accepted : -Tax returns ( need full return ) -Letter of explanation for pay stubs ( Fed taxes filed on this income at the end of the year? ) -SSi is diff from SSA ( Clarification of how much they receive ) -1 more bank statement ( showing SSI deposit ) -1 more Bk statement showing pension deposit **XXXX XXXX  *** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS, rep said documents were received, relationship manager is XXXX XXXX XXXX ( ext. XXXX ). 
*** XXXX*** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS to confirm XXXX was received, said it was received and they need the following by XX/XX/XXXX : -award letter for SS -2 most recent bank statements XXXX tax returns -2 forms of occupancy ( light or gas bill ) *** XXXX *** XX/XX/XXXX, XXXX AM NOTE [ n ] - Faxed completed Request for Mortgage/Borrowers Assistance ( XXXX ) packet to SPS. 
*** XXXX*** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS to request FB, rep said there are no FB options on this account, but we can apply for a Loan Modification and the rep will mail out the packet. Takes 5-7 business days. 
*** XXXX*** XX/XX/XXXX, XXXX AM NOTE [ n ] - Called SPS, 3rd party authorization was received and is now on file. The account is current and the client can online to apply for mortgage assistance ( forbearance ).

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