Consumer complaint received 2024-06-29 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: PA

Complaint narrative:
Good afternoon, I entered into a XXXX plan in XX/XX/XXXX with my servicer, SPServicing. I successfully completed the XXXX  month program with the final payment on the XXXX of XXXX to fully restore my 1st mortgage to performing ( current ) status. During this period, SPServicing would have monthly check-in calls with me to make sure that I had the funds to make each payment and stay on track, which I did. As the program was winding down in XXXX, a representative from SPServicing reached out to explain the next steps following the final payment on XX/XX/XXXX. The representative explained to me that my next payment was not due until XX/XX/XXXX given how they structure a forbearance. The representative said that they did not want to place undue financial XXXX on the mortgage payer ( myself ) given the potentially short turnaround for a payment in XXXX ( only 2 weeks ) and that is why no payment in XXXX would be required with the next contractual payment scheduled for XX/XX/XXXX. I was pleased to hear this nuance but I requested that the representative recheck and reconfirm the next payment date given prior communication lapses by SPServicing and to avoid any potential headaches or surprises. The representative assured me that the next payment was not due until XX/XX/XXXX. My phone call was recorded, and I would encourage SPServicing and the CFPB to review that specific call and the other ones in XXXX XXXX. 

Then in mid XX/XX/XXXX SPServicing started calling me daily while I was at work without leaving voicemails. I called them a few days later to see what was going on. A representative then informed me that I was behind on the XXXX payment, which was a shocking revelation given the verbal agreement and assurance I had with prior representatives and my snr relationship manager that the next payment was not required until XX/XX/XXXX. I explained to this representative that that had to be an error and requested that the investigate the discrepancy, fix the error so the next payment indeed is not due until XX/XX/XXXX, and follow up with me ASAP. A few days passed and I did not receive any calls from SPServicing. I called them yesterday and spoke w a representative by the name of XXXX. He understood that an error had been made and said that he would elevate the issue to the senior team to come up with a solution. He did advise that unless the mortgage lien investor in my mortgage loan agreed to revise terms, that it may be difficult to correct the error of the incorrect first payment date. This is why I am reaching out to the CFPB. I am not at all confident that SPServicing will honor their original verbal agreement of the next payment not being due until XX/XX/XXXX. I fear that they will use the mortgage loan investor as an excuse to not make the requested changes and instead that they will eagerly access late payment fees etc. I have clearly been victimized here and am seeking a refund of the fees accessed at a treble damage level and am seeking treble damages on the erroneously accelerated mortgage payment of XXXX. It is important for SPServicing to be held accountable for what they're telling their mortgage customers like me and for them to avoid situations like this going forward.

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