Consumer complaint received 2023-09-01
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: SELECT PORTFOLIO SERVICING, INC. (DC)

Note : This is not a duplicate complaint On XX/XX/XXXX - I contacted the Ombudsman Office at SPS Mortgage Servicing to request proof I initiated a request for them to defer my monthly mortgage payment on my mortgage account in XXXX. 

Prior to filing my initial complaint, I contacted SPS Mortgage Servicing and requested to speak with a manager about the deferred payment on my account and I was told by XXXX who was the first manager on duty, that I spoke with at SPS when I discovered the payment was deferred and she asked me to provide proof of monthly payments for XXXX, XXXX and XXXX of XXXX, and they would drop the late fees that was on my account, which I did what she asked and I uploaded the proof received from the bank to my complaint I submitted to the CFPB. 

I spoke with XXXX on XX/XX/XXXX who is in the Ombudsman Office for SPS and I asked XXXX if they can send me proof and I explained that I never contacted SPS to defer a loan payment and I always paid my payment by the end of the month as previously with my previous mortgage servicer XXXX XXXX and XXXX asked me for my phone number because they needed more time to research. 

I told XXXX that I never requested a deferral and I had been paying my mortgage payment the same way since it was transferred from XXXX XXXX in XXXX to SPS Servicing. XXXX said they would get back to me and I told her that I would call her back on a few days. 

I called SPS again on Thursday, XX/XX/XXXX, XXXX and I asked to speak with XXXX and XXXX answered the phone and I asked to speak with XXXX and she stated XXXX was on the phone and she could help me and I requested to just wait or call XXXX back since she was familiar with the case to not repeat the story over again to another representative. I called back and XXXX XXXX on XX/XX/XXXX and XXXX answered the phone and I asked to speak with XXXX and he said she was busy with another caller and she requested for me to leave my phone number. I told XXXX that I would call back again before they closed, which I did the following day on Friday, XX/XX/XXXX and I called SPS again to speak with XXXX and she told them to ask for my phone number and I told them that I would prefer to calling her back. I had a doctor 's appointment on Friday afternoon at XXXX and couldn't call XXXX back because it was late when I returned from my appointment. 

On Saturday, XX/XX/XXXX, I received a letter from SPS stating they would need more time to research the calls on the payment they said that I deferred and they would get back to me in 30 days. 

In the response to my complaint to the CFPB, the SPS stated they dropped the late fees and that I deferred a loan payment in the amount of {$1600.00}. 

I am trying to understand why SPS did not provide me evidence that I completed a deferment on my account in their response to the CFPB, and unable to provide proof to me as to why is it taking them 30 days to provide evidence of the call they stated I made requesting the deferred payment, which they should have done when they responded to the initial complaint.