Consumer complaint received 2019-03-31
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC. (AZ)

XXXX : I received a call from CFPB to confirm additional documents. CFPB requested clarification of my issue and advised this complaint had no yet been sent to SPS Loan Servicing. In order to provide to SPS, I needed to provide further detail in order for CFPB to submit to SPS Loan Servicing. 
NOTE : Original complaint filed XXXX Complaint # : XXXX | Began request for Forbearance continuance XX/XX/XXXX and ultimately, was redirected to the process of Modification. This was never addressed / finalized / approved at the 7th month of attempts. Consumer filed concurrently with the XXXX XXXX XXXX ( XXXX ) associated with SPS Loan Servicing in Corporate offices ( UT/FL ). At that point XXXX received reply by company. The response was blame placement on consumer and took no responsibility of their actions. ( Consumer included UT XXXX XX/XX/XXXX response ). 
CFPB advised I am unable to submit new documentation to the existing complaint unless I run down details with Representative at this moment. Unfortunately, I was not near my paperwork, therefore, the only option was to withdraw the original request and resubmit new request XXXX Referencing 1st Complaint # but will be assigned a new number at submission. 
I opted to do submit a new complaint in order to move forward, and have SPS Loan Servicing notified of my complaint. 
I have attached the necessary information in order for CFPB | XXXX ( Utah/ Nevada ) | Utah CFPB | AZ Attorney General | Utah AG | Respective Executives within SPS Loan Servicing to also be ccd on my complaint in order to have a resolution to a now 9-month long request for Mortgage Assistance which resulted in my Credit being affected and potential to lose my home. My proactive approach to start this process/request was in order to avoid adverse scenarios with my family home & no damage to my credit score. Unfortunately, the prolonged strategies used and not disclosed in a timely manner ; toppled with the fact at the time of the initial submission I had Mortgage Assistance established through the Federal Government SPS Loan Servicing was not in a position to offer any assistance since my payments were being made through XX/XX/XXXX. 

SPS Timeline rundown XX/XX/XXXX - Present : XX/XX/XXXX Notified by SPS that my Forbearance was up for expiration ( the 6-month term only ). 

XX/XX/XXXX : RESPONSE RECEIVED ENVELOPE_ NO APPLICATION _ DID NOT RECEIVE ENTIRE PACKET. Correspondence acknowledged initial response. 
A letter indicating, we are missing : RMA Hardship Affidavit to Welfare inquiry, totaling 19 items. Which are all items on the application. 

XX/XX/XXXX : RESPONSE RECEIVED ENVELOPE NO APPLICATION _ DID NOT RECEIVE ENTIRE PACKET. Correspondence referenced Verbiage changes slightly for each reply. 
A letter indicating Required Information : All 19 items as listed above. Seems to be auto-generated 2 days after first was created. 
XX/XX/XXXX : RESPONSE RECEIVED ENVELOPE NO APPLICATION _ DID NOT RECEIVE ENTIRE PACKET. Correspondence referenced Verbiage changes slightly for each reply. 
I Submitted paperwork on forms given. Requested Required information which included 14 items. NOTE : As you review the documentation enclosed please notice the verbiage of the correspondence varies but not by much. Each letter advises an item that is missing, BUT the forms provided with the identical layout are all different versions that were never specified in the correspondence from SPS. This is a tactic to confuse/frustrate the homeowner to the point of giving up and ultimately losing their homes. 
XX/XX/XXXX -XX/XX/XXXX : Received multiple requests from SPS to complete the form and required documents. There is an average of 2 pieces of correspondence from SPS each month within these months requesting for the information needed to complete a full packet in order to begin the review process of Modification Request. 
XX/XX/XXXX : RESPONSE RECEIVED ENVELOPE NO APPLICATION _ DID NOT RECEIVE ENTIRE PACKET. Correspondence referenced Verbiage changes slightly for each reply. 
REVIEWED ENTIRE ACCOUNT | STILL MISSING DOCUMENT| CONTACT US ASAP FOR HOME RETENTION also known as threatening and intimidating by use of an electronic device. 
13-2916. Use of an electronic communication to terrify, intimidate, threaten or harass ; applicability ; classification ; definition A. It is unlawful for any person, with intent to terrify, intimidate, threaten or harass a specific person or persons, to do any of the following : 1. Direct any obscene, lewd or profane language or suggest any lewd or lascivious act to the person in an electronic communication. 
2. Threaten to inflict physical harm to any person or property in any electronic communication. 
3. Otherwise disturb by repeated anonymous, unwanted or unsolicited electronic communications the peace, quiet or right of privacy of the person at the place where the communications were received. 
B. Any offense committed by use of electronic communication as set forth in this section is deemed to have been committed at either the place where the communications originated or at the place where the communications were received. 
C. This section does not apply to constitutionally protected speech or activity or to any other activity authorized by law. 
D. Any person who violates this section is guilty of a class 1 misdemeanor.

E. For the purposes of this section, " electronic communication '' means a wire line, cable, wireless or cellular telephone call, a text message, an instant message or electronic mail. 
Letter from SPS advising I have not yet sent all paperwork needed/required to process my Mortgage Assistance Application. New application received. 
XX/XX/XXXX : RESPONSE RECEIVED ENVELOPE_ NO APPLICATION _ DID NOT RECEIVE ENTIRE PACKET. Correspondence acknowledged initial response. 
2ND THREAT TO MY HOMEOWNERSHIP : Must receive by XXXX we are unable to evaluate application. AT THIS POINT Paperwork received and sent to SPS is now at 6-month mark. Well over standards for evaluation of Modification. 
Letter from SPS indicating there are 19 items missing from the packet in order to process  XXXX. NOTE : As reflected in the early stages of this between XXXX and XXXX the items decreased from XXXX to XXXX, now in XXXX, we are back up to XXXX. 
XX/XX/XXXX : MAKE COPIES FRONT AND BACK OF THIS LETTER IMPORTANT RESPONSE RECEIVED ENVELOPE_ NO APPLICATION _ DID NOT RECEIVE ENTIRE PACKET. Correspondence referenced initial response. 
TIME IS OF THE ESSENCE SPS, please practice what you preach. 
Letter received from SPS indicating ( in short ) not all documents have been received in order to begin/complete the review process. No other information provided in this 2-page letter indicating what is missing. This letter did, however, provide the website to upload all documents to for submission to SPS. Here is a direct paragraph from the letter I found unsettling considering I had been at this point trying for 6 months to KEEP my home. 
If you no longer wish to pursue home retention options, SPS can assist you in completing a short sale or deed in lieu of foreclosure. If you complete a short sale or deed in lieu, you may receive up to {$10000.00} in relocation assistance. You may call us or go to our website, www. Spservicing.com, for information regarding our assistance options. 
NOTE : EVERY 2ND MONTH THERE IS A LETTER SENT IN SHORT YOUR PAPERWORK IS EXPIRED. EXAMPLE : XX/XX/XXXX | XX/XX/XXXX | XX/XX/XXXX XX/XX/XXXX : The received letter indicating the following items are still needed in order to review for Modification : Non-Customer Proof of Occupancy. Never did I indicate I had anyone else but me and my children residing in this home. 
Non-Customer Credit Check Authorization. This should not hold me up due to the fact I never indicated I had anyone else living at my home. This would be considered, N/A HOA I am in an established neighborhood This letter indicated 15 items missing for review, I reflected a few above. Are you following where this can be quite confusing and frustrating? 
NOTE : The month of XX/XX/XXXX indicates the 7th month of pursuing help PRIOR To my established assistance with SAVE OUR HOME AZ ( SOHAZ ) ending XX/XX/XXXX. 
XX/XX/XXXX, PLEASE SCAN BOTH SIDES / FULL DOCUMENT LETTER FROM SPS INDICATING OTHER OPTIONS WITH NO OFFER OF FORBEARANCE NOR CONTINUE REGARDLESS OF THE FACT THE MY INITIAL APPLICATION SUBMITTED IN XX/XX/XXXX WAS TO CONTINUE FORBEARANCE AND WAS ULTIMATELY MUDDLED AND LOST INTO A MODIFICATION INSTEAD. ORIGINAL FOREBEARNCE TERMS WERE ESTABLISHED THROUGH XXXX   XXXX  XXXX XXXX XXXX XX/XX/XXXX AND ALTHOUGH MY DECLINE OF THIS FOREBARENCE WAS SUBMITTED TO THE OMBUDSMAN AT SPS, IT WAS IGNORED. THE ACCOUNT WAS THEN CONTINUED ON FOREBEARANCE XX/XX/XXXX XX/XX/XXXX. 
Up to this point, we have not heard from SPS on the Forbearance request. : forbearance was last mentioned in XX/XX/XXXX and never again. Once my application for Forbearance was submitted, this undenounced to me it was now a Modification and Forbearance was not an option. 
PLEASE SEE REFERENCE LETTER FOR FURTHER CONFIRMATION OF WHAT I AM EXPLAINING. 
In SPSs position to strongarm, threaten and intimidate me into a short sale, Deed In lieu, and nothing more ; even though the letter references Payment Deferral available, Repayments, and Short Sale Payoffs. As you read there is absolutely no mention of any forbearance assistance option through SPS.

I would like you to reference Arizona Revised Statue : _ _ _ _ _ Threatening and Intimidating with  the use of an electronic device. This means any option open for me at this point is one that would allow SPS to remove me from my home and they win in the end while my family and I remain homeless. What options do I receive for HOME RETENTION from SPS at this point, NONE. I am not ( Per this letter ) eligible for Modification, therefore wheres my help? Why am I still processing this application if SPS is not willing to approve a modification? 
To be clear : I was informed by Relationship Manager at SPS that in order to Qualify for a Home Loan Modification, you must be 60 days behind on your mortgage. I AM currently 60 days behind due to my Financial Hardship but in every phone call made to my Relationship Mgr, the first question is Can you bring your account up to date and pay the {$2400.00} by XX/XX/XXXX? How would like to process that payment? 
This is not money I have in my purse just waiting to be spent. I am in this situation and NEED a modification in order to have Home Retention.

It is a double-edged sword. You may pay your account to bring current = RESULT, Modification NOT an Option, because an account is current and you can afford it. 
I continue on the non-payment = RESULT, 1 of 2 options : 1 ) Foreclosure : this defeats the purpose of my proactive approach to establish this Modification / Forbearance in XX/XX/XXXX BEFORE my XXXX Save Our Home AZ program ended, last payment XX/XX/XXXX. 
2 ) MODIFICATION APPROVAL : This is my ultimate goal, along with re-fi wrapping up my first and second mortgage which were established at the time of my home purchase. XXXX XXXX XXXX   to pay, with a FIXED Rate so I may someday own my home and not be locked into the Predatory Loans I currently have in place ( SPS- Arm | XXXX- Interest Only | Balloon Payment expected maturity XX/XX/XXXX ) MODIFICATION APPROVAL DEALINGS REGARDING SPS | INTERNAL WORKINGS NEVER DISCLOSED TO THE CONSUMER : SUBMIT RMA / MORT ASSISTANCE APP TO SPS 30 DAYS FOR REVIEW UPON RECEIPT ONCE 30 DAYS UP | SPS SENDS LETTER STATING NOT ALL DOCUMENTS RECEIVED WE RECEIVED AND REVIEWED YOUR SUBMISSION PLEASE SEND IN ALL DOCUMENTS ( WHICH IS UNDERSTOOD BY HOMEOWNER REFERS TO THE ENTIRE PACKET ) | PLEASE NOTE THE WORD ALL DOCUMENTS DOES NOT CLARIFY / SPECIFY WHAT DOCUMENTS ARE NEEDED. This is part of the verbiage game SPS Plays with consumers. Another exact example from my letters are : We have insufficient or incomplete information. INSUFFICIENT translates to Expired | INCOMPLETE translates to we arent going to disclose to you the items that have expired or needed again. IN ADDITION, the website does not allow homeowner to access the reviewed items, submitted items, or any notes from the U/W directly. NOR does the CSR or RM provide a direct contact to the U/W and plays the role of gatekeeper i.e. delaying the process further with a middle man. 
MUST BE SUBMITTED 30 DAYS TO THE DAY OF THE THIRD MONTH ALL PAPERWORK IS NOW EXPIRED, BUT NO CORRESPONDENCE IS MENTIONED OF THIS LOOPHOLE OF WHAT ITEMS / IF ANY/ YOU, UNTIL THE 2nd MONTH ON THE BACKSIDE OF THE LETTER. Note : When you sent the original packet in, you provided the previous 3 months worth of documentation including bank statements, proof of residency ( electric bill, ect. ), RMA form- Monthly expenses vary every month. This caveat to the situation allows SPS to play a continuous time extension for as long as they need/want, leaving the homeowner exhausted and feeling defeated. 
NEXT LETTER RECEIVED : SPS INFORMS CONSUMER YOU DO NOT HAVE ALL DOCUMENTS. UNKNOWINGLY THE CONSUMER SUBMITS THE ORIGINAL PACKET AGAIN TO SPS.

THIS VICIOUS CYCLE CONTINUES FOR MONTHS ON END AND YOU MAY CONFIRM THEIR BUSINESS ETHIC ( OR LACK THEREOF ) AND THIS STRONGARM TACTICS OF MAKING HOMEOWNERS FEARFUL OF LOSING THEIR HOMES, SUBMIT TO ANY AND ALL THREATS PROVIDED BY SPS. MOST FAMILIES, IN THIS CASE, LOSE THEIR HOMES.

REFER TO SPS LETTER XX/XX/XXXX, XXXX HAS OFFERED US $ XXXX AND RELOCATION ASSISTANCE. GET OUT! 
XX/XX/XXXX THE OPTIONS THEY ARE OFFERING ME TO LEAVE MY HOME. 
XX/XX/XXXX : SPS LETTER : SPS STATES THAT I HAVE DEFAULTED ON OUR MODIFICATION AGREEMENT. I WAS NEVER AWARE OF A MODIFICATION EXISTING. UP TO THIS POINT NO REVIEW / MODIFICATION WAS EVER GIVEN, AND IN DEFAULT WHICH IS ALL INCORRECT AND FALSE INFORMATION. 
DEFAULT = 30 DAYS PAST DUE. Please correct me if I am wrong. 

ARS STATUTE - FALSIFICATION OF DOCUMENTS ( Cited from : XXXX XXXX   XXXX ) 13-2002. Forgery ; classification A. A person commits forgery if, with intent to defraud, the person : 1. Falsely makes, completes or alters a written instrument ; or 2. Knowingly possesses a forged instrument ; or 3. Offers or presents, whether accepted or not, a forged instrument or one that contains false information. 
B. The possession of five or more forged instruments may give rise to an inference that the instruments are possessed with an intent to defraud. 
C. Forgery is a class 4 felony, except that if the forged instrument is used in connection with the purchase, lease or renting of a dwelling that is used as a drop house, it is a class 3 felony. For the purposes of this subsection, " drop house '' means property that is used to facilitate smuggling pursuant to section 13-2319.

ARS STATUTE - PERJURY ( Cited by XXXX XXXX  XXXX ) 13-2702. Perjury ; classification A. A person commits perjury by making either : 1. A false sworn statement in regard to a material issue, believing it to be false. 
2. A false unsworn declaration, certificate, verification or statement in regard to a material issue that the person subscribes as true under penalty of perjury, believing it to be false. 
B. Perjury is a class 4 felony.

RE ARS Statute Above Note : SPS LOAN SERVICING response to XXXX ( Government Agency ) is inaccurate and misrepresentation of services rendered by a Mortgage Servicer. This also includes providing XXXX the initial inquiry on my part for assistance being XX/XX/XXXX. 
WHERE ARE ALL DATES PRIOR TO THIS IN TERMS OF MY ATTEMPTS? I began this process in XX/XX/XXXX. 

XX/XX/XXXX : OPTIONS TO STAY IN OUR HOME, BECAME SHORTER WHICH CONSISTED OF : MODIFICATION BEEN TRYING PAYMENT DEFERRAL REPAYMENT PLAN & SPECIAL FORBEARANCE SHORT SALE DEED IN LIEU OF FORECLOSURE SHORT PAYOFF XX/XX/XXXX REFER TO THE OPTIONS GIVEN AT THAT POINT, DIFFER FROM ABOVE. 

NOTE : AS YOU CAN SEE MORE STRONGARM TACTICS BEING USED TO THREATEN AND INTIMIDATE, NO DIRECTION OR GUIDANCE GIVEN. SPS IS A BULLY IN THIS CIRCUMSTANCE AND PLAYING ON THE EMOTIONS AND LIVELIHOOD OF THEIR CUSTOMERS WHICH IS DESPICABLE, UNETHICAL, and UNACCEPTABLE. 
XX/XX/XXXX Correspondence indicated I agreed to modify my loan, but all other correspondence clearly reads the review can not be complete due to not receiving all or any of the documents in order to get to a point of receiving a review process. In this letter it reads I am in default for my account. SPS was so gracious to provide the option of ALLOWING my XX/XX/XXXX payment before XXXX waiving the {$15.00} late fee. I am unable to comply this is the reason for my request for modification. 
As stated in the Modification Agreement and in accordance without mortgage documents, you agreed to make all of your payments on time and in the correct amount in order to remain current and in a good standing. 
On the flip side of this statement it was made VERY clear by SPS I must be 30+ days behind on my mortgage in order to even be considered for Modification / Forbearance. 
NOTE : DUE TO MY FINANCIAL HARDSHIP, I APPLIED FOR A MODIFICATION IN XX/XX/XXXX WITH MY 2ND MORTGAGE, WHO IS WELL KNOWN IN THE MORTGAGE INDUSTRY FOR AWFUL CUSTOMER SERVICE AND PENDING LITIGATIONS. THE PURPOSE OF ME MENTIONING THIS IS BECAUSE I WANT TO LET YOU KNOW WE ARE ALREADY MODIFIED AND IN THE PROCESS OF MAKING MY FIRST MODIFIED PAYMENT. 

XX/XX/XXXX : Emailed and scanned the packet again to SPS. This email is date stamped upon delivery and attachment pages were all accounted for PRIOR to sending. No one can say I didnt comply with the original submission request of items needed. 
XX/XX/XXXX : RESPONSE RECEIVED ENVELOPE_ NO APPLICATION _ DID NOT RECEIVE ENTIRE PACKET. Correspondence referenced initial response. 
Received 3 identical letters from SPS which all included the request to complete the RMA form again, three times over. 
XX/XX/XXXX : MAKE COPIES OF ALL SIDES OF THIS DOCUMENT VERY IMPORTANT Received Correspondence from SPS confirming I am in default under the terms of my mortgage or deed of trust. Exact verbiage reads : We may have loss mitigation options available to help you.

These options, which you may qualify for include : Modification Payment Deferral Repayment Plan and Special Forbearance Short Sale Deed in Lieu of Foreclosure Short Payoff As you can read by thoroughly reviewing all correspondence included in this complaint. PLEASE BE ADVISED THAT THROUGH THIS PROCESS I HAVE RECEIVED AN UPWARD OF 8 RELATIONSHIP MANAGERS XX/XX/XXXX XX/XX/XXXX WE HAVE NOT RECEIVED A STEADY INDIVIDUAL TO ACCURATELY AND EFFICIENTLY KEEP TRACK OF MY ACCOUNT IN ORDER TO HAVE A STREAMLINE COMMUNICATION WITH SPS. 
XX/XX/XXXX : I reached out to SPS by phone. Duration of call 36 minutes. 
Relationship Manager informed XXXX needed to provide the last two paystubs considered XX/XX/XXXX, I attained a job. I only have two paystubs. NOTE : TWO PAYSTUBS SENT BY EMAIL FOR SPS TO SATISFY THIS LAST REQUEST. 
PHONE CALL DROPPED AFTER 36 MIN. | I CALLED SPS BACK. 
Note : Relationship Manager ( different than the prior call | Declined to xfer me to the first RM I was speaking with ). 

This RM was unable to assist me and advised if I made a {$2400.00} payment by XX/XX/XXXX, they would not report me to the Credit Bureaus as LATE The worm on this hook is if I pay you-you won't help me. I do not have {$2400.00} THIS IS THE PURPOSE OF MY REQUEST FOR MODIFICATION. 
XX/XX/XXXX : MOST RECENT CONTACT | VERY IMPORTANT I reached out to SPS by phone. Duration of call 1.5hrs. during this conversation with SPS Relationship Manager, who line itemed out what documents we have verses what I need to provide. SPS has in my application having the following documents ; Proof of residency Established by XX/XX/XXXX Electric Bill ( provided in the initial refiling of forbearance re-application ). 
NOTE : I provided NEW APS bill ( XX/XX/XXXX & XX/XX/XXXX ) to ENSURE SPS was not reviewing old documents | nor have yet another excuse to delay my review process. Confirmed with the rep this was received IMMEDIATELY. 
Paystubs Last two Provided by Email 2 days prior to today. REASON FOR MY CALL TO CONFIRM RECEIPT. 
NOTE : The SPS requirement requires Gross Earnings, Net Earnings, Taxes, & Deductions reflected on the Payroll Stubs. SATISFIED. 
RMA NO MISSING INFORMATION PUBLIC ASSISTANCE- RECEIVED | NO FURTHER INFORMATION NEEDED FOR THIS ITEM. SATISFIED. 
BANK STATEMENT : confirmed XXXX XXXX XXXX XXXX XX/XX/XXXX / XXXX SATISFIED. 
PENSION Flagged and Green as reflected on their end. I explained I dont have a Pension, so whos pension is added to my packet?? 
WHEN RM PULLED THE DOCUMENT UP ON THEIR END, NO DOCUMENT WAS UPLOADED BUT IT WAS MARKED AS GREEN AND IT WAS IN COMPLIANCE. 
I REQUEST A SCREENSHOT OF WHAT SHE IS SEEING RM REFUSED. 
I REQUESTED CONTACT INFORMATION TO THE U/W TO CUT OUT THE MIDDLE MAN- RM REFUSED. 
RM advised she has a different view of the documents on the SPS website. As I was on the call, I pulled the website only to reflect that the information provided to the customer who is supposed to be gathering & supplying the documents have no clear and concise listing of items needed. It appears the U/Ws have the capability to prolong this process as long as they wish and makeup what they want as they go. 
THIS CONTINUES THE DATE RUNDOWN OF MY ACCOUNT DETAILS / INTERACTION WITH SPS LOAN SERVICING. 

This vicious cycle turns into a frustrating and exhausting affair that creates room for error due to the fact there are Too many chiefs and not enough Indians. 
The entire reason to file the initial complaint with the CFPB was due to the unethical business practice of SPS CSR demanding the creation of a financial document that did not exist, hence fraudulent / forging false financial documents. ** In filing this complaint, it allowed me to review all my interactions with SPS and re-review all my correspondence to determine the cycle of threatening, intimidating and how they continuously change their direction, so the guidance on this process is not structured, therefore becoming convoluted. 
In that filing on XX/XX/XXXX, I explained my interactions with the CSR at the time of her request that I did not pay taxes on the {$2000.00} I made for Year End XXXX. She said my Modification can ONLY be based on what I earned and Paid in Taxes. I explained to this uneducated individual who is still employed and servicing customers, that State of Arizona has Tax Regulations that are overseen by the Internal Revenue Service ( IRS ) and I have no tax liability & informed her SPS can not regulate or police a customer on their tax obligations or in my case lack thereof. I wasnt obligated to pay taxes on the {$2000.00} I made in XXXX and at that moment realized I wasnt going to get help from my mortgage servicer. 
**Falsifying documents is a type of white-collar crime. It involves altering, changing, or modifying a document for the purpose of deceiving another person. It can also involve the passing along of copies of documents that are known to be false. In many states, falsifying a document is a crime punishable as a felony. 
Some types of documents that are commonly falsified may include : Tax returns and income statements Personal checks Bank account records Business record keeping books Immigration documents ( such as visas, passports, etc. ) Identification cards and birth certificates Basically, any type of official form or document can be illegally modified. Falsifying documents is usually done in connection with broader criminal aims, such as tax evasion. 
In order to be convicted of falsifying documents, the accused person must have acted with criminal intent. Some businesses forms such as corporations can also be charged with falsifying documents. 
( Cited from XXXX XXXX XXXX  ) XX/XX/XXXX : s/w SPS at XXXX XXXX  CSR told me I am in need of an updated paystub and Section 8 of the Request for Modification doesnt have a check mark in a box. I explained to the Relationship Manager That I went through line item by line item on my last call and I had all the information for submittal. 
XX/XX/XXXX : I sent SPS my updated Paystub, rewrote the entire Request for Mortgage Assistance, Updated Bank Stubs Included XXXX, XXXX, and XXXX. 


I am being extremely specific when I explain what I want my resolution to be. 

I want my loan refinanced at this point in order to get a fixed rate and out of this ARM. 

It is clear that SPS has no intention to Modify my current loan and for this process to take 7 months to complete is absurd and unacceptable. 

I want to wrap up both my mortgages into 1 loan at a fixed rate. 

My last conversation with SPS on XX/XX/XXXX informed me that my house had a drive-by appraisal done on it and it is estimated on the low end of $ XXXX. 

I have a job and unfortunately, when I purchased my home 13 years ago I was at a different job, title, and pay. 

I now have a job and although it is significantly less than what I used to make, nevertheless it is financial stability and SPS has no further excuses not to help me in some way.

I jump through every hoop tossed by SPS, and they refuse to streamline this and make this process streamline and efficient. 

I am at my wits end with this company and need everyone to know their shady operations and questionable business practices. 
I NEED A COMPANY IN A POSITION OF POWER TO SEE THE GAMES AND TO REGULATE THIS COMPANY. 

I have enclosed the timeline that I am highly anticipating SPSs response on. 
I have enclosed my resolution and the only result I am willing to accept at this point.