Consumer complaint received 2016-12-05
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Our client XXXX XXXX XXXX XXXX XXXX purchased a home for her daughter to live, XXXX XXXX XXXX XXXX is a none resident Alien and resides in XXXX she has no social security, no income in the United States of America. XX/XX/XXXX she began the process of a loan modification with Select Portfolio Servicing LLC, meanwhile our Attorney XXXX XXXX XXXX was working with the banks opposing counsel trying to reach an agreement on this matter ; the loss mitigation package was submitted to the bank on XX/XX/XXXX. On XXXX/XXXX/XXXX our representative contacted the bank to confirm receipt of the loss mitigation package which they did confirm, shortly thereafter we received a denial stating they never received all required documents. 
Our client again attempted the modification process but this time working through the court system and we gathered new documents and submitted a complete loss mitigation package directly to the bank on XXXX/XXXX/XXXX, the Notice of Conciliation Conference was granted on XXXX/XXXX/XXXX. The conciliation meeting was scheduled on XXXX/XXXX/XXXX and at that meeting the advised since the loan is under XXXX XXXX XXXX XXXX but the daughter lives in the property the loss mitigation package needs to be under the daughter using only her information and her financials with-in 30 days. We submitted a new updated loss mitigation package under the daughter 's information on XXXX/XXXX/XXXX, well with-in the 30-day due date. 
During the following 2 months, we continued to follow up with emails with opposing counsel checking on the status of the modification process and continue to run into bank representatives requesting documents from XXXX XXXX XXXX XXXX as I advised the representative that all that was resolved at the conciliation meeting. This went on from the day I sent in the updated package only under the daughter on XXXX/XXXX/XXXX bank rep ( XXXX XXXX ), XXXX/XXXX/XXXX sent e-mail to opposing counsel for status -- no reply, XXXX/XXXX/XXXX sent e-mail to opposing counsel for status -- no reply, XXXX/XXXX/XXXX I received a call from a bank representative requesting the same documents I had already sent to opposing counsel on XXXX/XXXX/XXXX. 
On XXXX/XXXX/XXXX I called bank and spoke with XXXX XXXX I inquired as to status he advised when I spoke to XXXX on XX/XX/XXXX he did not send the file back to underwriting for review and to check back in 3-4 days. On XXXX/XXXX/XXXX I called bank and again having to explain that we only using the daughter 's information on the file I requested to speak to a supervisor, I spoke with XXXX in the foreclosure Department and she suggested to supply a Quit Claim Deed, I advised there is a Power of Attorney in the file but she advised since this has to do with real property a QCD would be better. 
I contacted XXXX XXXX XXXX XXXX in XXXX and she went to the XXXX and supplied the QCD, a copy of that document was sent to opposing counsel. We received a denial letter on XXXX/XXXX/XXXX stating the file was denied due to missing documents requested on XX/XX/XXXX, what does the previous application for modification requested in XX/XX/XXXX have to do with the new Court Ordered Conciliation conference in XX/XX/XXXX. We have requested numerous times for explanations and we keep on receiving the same denial letter with no explanation referring to the same denial letter stating XXXX/XXXX/XXXX.

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