Consumer complaint received 2022-06-23
Company: SELECT PORTFOLIO SERVICING, INC.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My loan was transferred from XXXX XXXX to Select Portfolio Services ( SPS ) on XX/XX/XXXX. Prior to transfer I was approved for loan modification with previous servicer on XX/XX/XXXX. I accepted loan modification terms on XX/XX/XXXX. I was advised that my agreement package would be sent out by new servicer. I called new servicer SPS on XX/XX/XXXX to advised I was approved for loan modification. I was told it could take 60 days to get everything transferred over. My loan matured in XXXX with prior servicer asking for a very large lump sum that I could not pay due to me being XXXX and on fixed income. That is why I seemed assistance from previous servicer and they helped me by approving my loan modification but then I was transferred to new servicer. I thought it would be a smooth transaction. But it has not been at all. After receiving a letter XX/XX/XXXX from SPS asking for documents to start a new loan modification application and asking to send documents I had already submitted to previous servicer. I called that same day and faxed approval letter to SPS. They continued to send me correspondence requesting me to submit taxes, proof of income and bank statements so that they could start a loan modification review. I sent a notice of error advising of the same information with dates along with copy of approval letter. I received a response stating that on XX/XX/XXXX SPS reached out to XXXX XXXX in regards to my loan modification and they were advised that No documents were received for review before transfer. Which is totally not true. I sent SPS a copy of my approval letter from XXXX XXXX as well as letter that I received prior to approval letter stating that all documents were received for them to complete a review of my loan modification. In their dispute response they are still asking for my documents. I called SPS XX/XX/XXXX and spoke to a XXXX who claims that a lot of my documents came in from XXXX XXXX on XX/XX/XXXX which included my bank statements, bank statement as well as work up sheet for loan modification. She stated she would send to department that handles as well as put in a request to have the relationship manager by the name of XXXX XXXX that was handling my case. On XX/XX/XXXX XXXX XXXX called me and I went over everything with him. He was adamant that my previous loan modification could not be honored because I had not signed the actual agreement that should have been sent out after I accepted terms. I explained to him that I accepted terms on XX/XX/XXXX and was transferred XX/XX/XXXX. Per their correspondence to me about my transfer it clearly states if a customer is working on a pending loan motivation or have an approval the new servicer would handle. But, the representative is telling me because I did not sign an agreement that the prior servicer would not have had enough time to send to me before my loan was transferred which would have now made the new servicer responsible for sending. The representative was rude and pretty much continued to say I would need to provide the documents to have my loan modification reviewed by them. He mentioned a trial loan modification. Not sure why when previous servicer have a XXXX yr fixed term at the same rate and was not a trial period. I hung up with that representative because I was not getting any where with him. I decided to call XXXX XXXX and had a fantastic representative name XXXX XXXX from their loss mitigation department help me by calling SPS on conference call. XXXX verified that I was approved and that I had accepted the terms. She even states that the agreement that I would have had to sign to start my payments had started to generate in there system but I was transferred to SPS. Once we got SPS on line we spoke to young lady by the name of XXXX at SPS in the loss mitigation department. She continued to te me what I needed to send in and XXXX from XXXX XXXX tried to explain to her that I was already approved all they had to do was send the agreement. I decided to ask for a supervisor. A gentlemen by the name iof XXXX stated he was a supervisor in loss mitigation team. I explained to him what I have been explaining since XXXX. He saw the approval letter and read it. XXXX from XXXX XXXX explained that I was approved and that all they had to do was request the loan modification agreement from them by doing an inflight request. She explained to him that the only thing that was left for me to do was sign the agreement. She verified the day that I accepted the terms. The supervisor said he was gon na do a prior service review which was the same as an inflight request. Meaning this would request everything from previous servicer. He said looks like that had never been done. I have spoken to at least 6 different people between XXXX to current to get no resolution. All I wanted to do was start making my payments. This is my XXXX loan that I am trying to get the loan modification on This review could have been requested 2 months ago. I have been bombarded with calls and correspondence either telling me about the account being past due or requesting documents to review a loan modification that they state was started with them on XX/XX/XXXX. I never submitted an application to them prior to XX/XX/XXXX. So, if they didnt receive my loan modification details from prior servicer how can they say I submitted an application for review on XX/XX/XXXX for a loan modification when I didnt. This has been the most stressfull situation ever. I even explained to them that their are federal regulation codes set in place for consumers like myself about loan modifications up to even when transferred. I truly need help with this situation because I just cant understand how they could respond back to my notice of error with that response and I have supplied them with proof. I am sending copies of letter from XXXX XXXX advising all my documents were received followed by my approval letter. Also, I am sending letter from SPS which contradicts what they are saying in letter.

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