Consumer complaint received 2025-04-18 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: TX

Complaint narrative:
I filled a CFPB complaint on XX/XX/XXXX after SPS kept giving me the run around and placing me on a Covid Forbearance with not giving me the option to help place the past due delinquency to the end of my loan. Shortly after submitting the CFPB complaint, I received a call back from the XXXX department at SPS. I spoke to with a XXXX from the XXXX 's department on XX/XX/XXXX where they had pre-approved me for a Mortgage XXXX modification ( XXXX XXXX ) with payment to begin on XX/XX/XXXX with payments of {$1100.00}. They advised me I should be receiving paper work in the mail. I waited for the documents but never received them, again I called in on XX/XX/XXXX they advised me they had mailed them out on XX/XX/XXXX I advised them we haven't gotten them and they insisted to keep waiting. After not receiving the documents for several weeks I called them again on XX/XX/XXXX I spoke to a XXXX in the XXXX 's department she advised me the Investor of my loan ( XXXX XXXX ) pulled back the Loan Modification offer they had originally presented to me on XX/XX/XXXX, the investor stated my account was modified the XXXX amount of times allowed per this investor which I was told I was modified 2 times. From what I was told by SPS XXXX Bank allows a maximum of XXXX Loan Modification in the life of the loan like other investors and follow XXXX XXXXXXXX XXXX XXXX XXXX  guidelines. Being that this was no longer an available option on XX/XX/XXXX I discussed a repayment plan option for 12 months with payments of {$1900.00} which I accepted and XXXX was going to check with the Investor to finalize it. On XX/XX/XXXX we spoke to SPS XXXX 's department they stated the investor did not accept the proposed XXXX plan and they proposed a XXXX repayment plan with a first initial payment of {$3000.00} due on XX/XX/XXXX with payments till XX/XX/XXXX of {$2800.00} which I accepted as well in order to save my home. We then called SPS XXXX 's department again on XX/XX/XXXX to get the status of the investor decision they advised us they had closed out the Repayment plan option on XX/XX/XXXX for not receiving the payment. This payment information was not as we had discussed they had advised me I had till XX/XX/XXXX to make the initial payment of {$3000.00} but instead they stated they advised me of the payment on XX/XX/XXXX Friday and closed it out 2 days later on Sunday XX/XX/XXXX. SPS stated they made several attempts to contact us but when we verified the number it turns out they were calling the wrong number the whole time and not the number we provided to them to call us on. From XX/XX/XXXX we made another request to the investor to reopen the Repayment plan option and it wasn't until XX/XX/XXXX where SPS finally came back and said the investor will not allow any loan workouts at this time due to the Foreclosure date scheduled for XX/XX/XXXX. SPS and XXXX XXXX  have been in violation of the CFPB XXXX Tracking laws since XX/XX/XXXX up to present since they have been aware our attempts for Home Retention options and have been in review since our original submission on XXXX. XXXX XXXX  and SPS had the opportunity to stop the foreclosure on the home since we submitted but have not. XXXX XXXX  had stated they where not able to review for further Loss Mitigation options due to the scheduled foreclosure of XX/XX/XXXX.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation