Consumer complaint received 2024-02-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: SELECT PORTFOLIO SERVICING, INC.
State: MS

Complaint narrative:
I am in danger of losing my house to foreclosure because my bank has refused to negotiate in good faith and offer reasonable options to resolve the matter. I had no problem making my regular mortgage payment until Covid hit my county and I lost my job because the roofing company I worked for did not have any business. This was in early XXXX, and I scraped together what I could to continue making my payment and even drained my XXXX. Eventually I was out of money and I tried to get Select Portfolio Servicing to help me because of my Covid income loss. When I spoke with their agents they did not offer me the CARES forbearance, instead they told me I had to fill out the Covid relief package. I filled it out and sent it in fed ex and the tracking system showed it was received but SPS said they never got it. That was the beginning of a 2 year debacle with them that has led me into foreclosure. 

I work as a XXXX  XXXX for a large commercial roofing company and make a solid living. I first ran into problems with SPS in XXXX when I received a notice that I was 60 days behind, even though I sent a cashiers check by XXXX XXXX to SPSto take care of the mortgage payment for over a year but somehow multiple payments were misplaced even though I had a tracking receipt that showed they DID receive the payment. I was able to track through my bank and saw that they never deposited the cashiers checks so I had them voided and caught up but this was concerning. Then the pandemic hit and my company lost basically all of our business and they had to let me go. I did my best to keep up but when I could no longer make the payments and asked for help I did not know that there was a CARES forbearance offered by the government to help borrowers in my situation. Instead their agents told me they would send me out the Covid relief package. I quickly got the paperwork together and sent it back and then I followed up with them XXXX weeks later to follow up but theagents said sorry, we dont have anything with your name on it. However I had the tracking receipt that showed that it WAS received by SPS. So I sent it again also fed ex and again I was told the same thing. It was never received, even though the tracking says it was received and signed for. 

I continued to try and work with them while out pounding the pavement looking for a job every day but could not make any progress with SPS for months. Eventually I found a new job and was back on my feet and wanted to try and resume making mortgage payments and was told that the relationship manager would call me back to discuss my case. Well this never happened, and when I tried to make a mortgage payment I was told they would not accept anything less than the full past due amount. I was so frustrated I hired a company to help me apply for a modification with SPS and they told me they submitted the paperwork and SPS would not review my information and there were no options to resolve this matter.

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