Consumer complaint received 2017-01-18
Company: SELECT PORTFOLIO SERVICING, INC.
State: NJ
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account

Complaint:
We lost our job between XX/XX/XXXX - XX/XX/XXXX. Immediately then mortgage company Select Portfolio Servicing was informed. After finding new jobs we applied for Request for Mortgage Assistance/Loan Modification. We were considered for modification on XX/XX/XXXX. Since then it became vicious cycle. Relationship Manager XXXX/XXXX was assigned to us, who could never be reached for last 9 months. Their contact information # XXXX Ext XXXX took us to a pool of representatives. Over 9 months we spoke to more than XXXX different representatives ( never got the same one ) to bring closure to the Request for Mortgage Assistance. I would request CFPB to call the above phone number as mentioned in Select Portfolio Servicing to validate our claim. Every representative has different opinion on the query. Each time they had to go through the entire case file. There was n't one Relationship Manager assigned, whom we could communicate though the letters from Select Portfolio Servicing indicated one point contact. Throughout the process we were misled, despite our genuine, relentless hard work to resolve the matter with maximum turnaround time of 24 hours from our side. We are trying very hard to pay-off the delinquent debt in an amicable manner through Loan Modification or Payment Plan, so that we are back on track. Since XX/XX/XXXX we provided all the required documents 4 to 5 times ; Tax Documents, Latest salary, Expenses, Income, Letter of Hardship, RMA form, employment verification, kept receiving several confirmation letters from SPS Portfolio Servicing that they have received all our documents. It was shocking that along with that SPS Portfolio Servicing also kept asking same information again and again on a pretext that they can not find documents ( There is a possibility of computer issue ). We fail to understand how SPS Servicing can confirm the receipt of documents and concurrently can not find documents. Last nine months this vicious cycle of communication went on and on and we kept calling and providing necessary document. It is evident SPS Servicing information gathering system has issues. Despite all our efforts SPS Portfolio Servicing files complaint for foreclosure to the court. XX/XX/XXXX our loan was transferred to XXXX, After relentlessly working with Select Portfolio Servicing for past 9 months, we escalated the issue to Select Portfolio Servicing Complaint Department and finally our file was marked as completed within 48 hours on XX/XX/XXXX. 
Now the same issue started with Shellpointe mortgage. 
Already 2 weeks have passed I have placed few calls described below : First week of XXXX - I was told my loan is not yet in the system XX/XX/XXXX, they did not have any status on my modification. Informed me about assigning a point contact XXXX @ ext : XXXX and he will contact me within 24 hrs. No one contacted me as promised XX/XX/XXXX, I called since no one called me back and left message with XXXX at ext XXXX. I also told the same thing within 24 hrs someone will contact me and no one did. Twenty days have passed and I do not know the status of my file with XXXX Mortgage. I am scare of loosing my home though currently I am making good money and wanted to get back in track.

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