Consumer complaint received 2020-06-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MI

Complaint narrative:
I asked for help beginning in XX/XX/XXXX. I finally got help in XX/XX/XXXX after filing complaint with XXXX. I wrote letters explained why I felt they kept asking for bank statement repeatedly. I told them, yet they never paid attention in my writings, or repeated phone calls. I knew they were looking for my checking account no. Which our credit union lists us as a member and doesn't list our acct no. Only our members no I circled where our checking account begins to help them. It's been one battle after another. I don't know who holds our mortgage as they refuse to tell us, and they are mortgage servicers only. They refuse to offer us modification, and offered that our XXXX be paid in balloon by XX/XX/XXXX. I told them if I could afford that then I would've paid the whole time. I'm XXXX and my husband is the only income provider. Finally someone cares enough to tell me they have a page for covid so I went to it, filled it out, and they denied a deferral because we had a previous deferral they claim which I truly can not recall such? So my only option was to pay XXXX more a month for 2 years or we will lose our home. I feel trapped and pushed against the wall. As I wrote the XXXX  just to get someone to finally call and work this out why they kept wanting statement, I told them I feel as though they're wanting to trap us and take our home, I truly feel like that's their true goal. Please what are our options, as we can not afford to pay that extra money each month especially for two years, and I'm not sure why it's so much? Our mortgage is XXXX  month and I'm only 4 months behind? Please help us! Thank you Further, they've written me since my complain stating that it was unfounded which they're wrong. I written, called repeatedly wanting to work out their repeated requests for our bank statement, for which all was ignored! This is what I wrote in my complaints, therefore they're truth! No one ever handled my letters, or my calls properly, it wasn't until I filed when my agent assigned to us called, which I wrote letters directly to him before my complaints! He finally called after I complained and only after! And my letters were valid my reasons were right they were asking for repeated copies because our acct. No. Wasn't listed, after he finally called and listens, he understood this and fixed it all! Sadly, this could've been fixed way way prior to XXXX, but when I first wrote him in XXXX!!!! It's sad, and I feel as though they're placing us against a wall again with wanting a balloon payment, and for wanting XXXX for 4 months behind? I don't get why a deferral is such a big no simply because they claim we've had one, which I truly don't recall, but if so I think it was just a lousy 2 months, if I recall? I have blood clots so my memory isn't the sharpest why I keep all details written, copied, and filed. Either way, please let me know what our options are. XXXX

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