Consumer complaint received 2015-09-25
Company: SELECT PORTFOLIO SERVICING, INC.
State: IL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Subject : SPS Servicing extending processing, not evaluating documents properly. Homeowner submitted RMA requesting modification result from Loss of Income due to medical hardship. The wife develop XXXX which caused a HUGE financial drain on the finances. The homeowner used almost all savings to support his wife during her medical ordeal. During the last year of XX/XX/XXXX homeowner used {$42000.00} for medical support. To further explain, homeowner has use most of savings to support their daughters University education to the current amount of {$80000.00}. 

The homeowners both estimate to retire in XX/XX/XXXX which will create a further loss of income of {$5000.00} dollars. The couple expect to have a monthly income of about XXXX dollars per month. 

Homeowner was denied a loan modification with the previous XXXX servicers XXXX, the XXXX : the homeowner was denied a loan modification, reason was to much DTI debt to income. 

Recently in XX/XX/XXXX, the homeowners applied with the new servicer, SPS Servicing. Not much progress was made due to lost documents now in XX/XX/XXXX a new customer relations ship manager was assigned to us on XXXX/XXXX/XXXX. We are exhausted with all these denials and constant changing of " relationship managers '' We are asking the SPS servicing to honor the guidelines under the DOJ Department of Justice- XXXX States Attorney Generals National Mortgage Settlement Agreement. 

We have no other choice but to file a complaint with the CFPB Consumer Finance Protection Bureau. 

We are being discriminated against in a form of reverse discrimination because of age, race and loss of income hardships '. 

We feel that our case has been unfairly treated for the following reasons:1. No active single point of contact, constantly changing, when calls made to the single point of contact, routine routed to the collection department, never the same contact person, I had XXXX points of contact in 18 months. 
2. No single point of contact has been assigned, as of XX/XX/XXXX I did not have a single point of contact. 
3. SPS Servicing has lost documents previously sent. 
4. SPS and XXXX did not inform the " US '' the homeowner of our modification options : and neither did XXXX under the MHA Making Home Affordable guidelines. 
XXXX. Homeowner has asked for the original signed note and copy of the note. 
This mortgage was originated by XXXX, these are the conditions homeowner has endured : A ) wrongfully advised that documents were not submitted, or lostB ) documents were submitted by homeowner but not located in the data base, orC ) resubmit your documents again. 
D ) there is no foreclosure date is set : but this could change any week now and homeowner is responsible for not providing the requested documents : these XXXX points are causing a state of confusion and terror to our household. 

Homeowner is claiming mortgage processing discrimination in delaying processing and holding our mortgage in extended processing, long periods of time. 

Alleged violations, included, but are not limited to, the following : a ) Failing to perform proper loan modification processing ; b ) Failing to manage processing agents and special points of contacts, therefore causing a processing center unable to handle homeowners case loads, a form of mortgage discrimination against homeowners.

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