Consumer complaint received 2019-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: IL

Complaint narrative:
This complaint is about Select Portfolio Servicing Inc. 
XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XXXX Account Number XXXX Property Address XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX XXXX XXXX : XXXX XXXX XXXX I worked with my existing bank ( XXXX XXXX   ) to refinance my primary mortgage as a HARP refi in late XXXX. In order to close this loan, we needed documents from my secondary mortgage company Select Portfolio Services ( SPS ) in order to close the HARP refi. I started requesting these documents from SPS in XX/XX/XXXX. Today is XX/XX/XXXX and I still do not have the needed paperwork from SPS. 

>>> I AM IN DANGER NOW OF LOSING MY HARP REFI COMPLETELY, all due to SPS incompetence and internal processes. I can not afford for this to happen and need your help. 

In working with my XXXX Loan Agent and the Title company, they have NEVER seen this level of inability to satisfy a simple request. SPS has requested the same paperwork multiple times. Their ability to provide status is horrible. Every time I call I get a difference person and have to start over. I have escalated to managers with the same results. I escalated to the Ombudsman area. Same results. 

We need a simple subordination agreement, which should have been simple since neither my primary nor secondary mortgage company is changing. The holdup is all at SPS. 
>>> They are holding my refi hostage. 

Every time they requested something from me or my title/mortgage companies, I have turned it around within 24 hours. Everything with SPS takes many weeks. They had requested special legal wording to describe their company be included by the title company on the request letter. They would not send it electronically and required us to write it down as they dictated it over the phone verbally. Then they would submit their paperwork using the old verbiage and then only catch it once it had gone through weeks of processing. Then they would tell us it was wrong and In order to give me the subordination letter, they discovered after months that they ( SPS ) never filed an assignment of mortgage when they took over my 2nd mortgage loan. They are saying that this is blocking them from providing the needed docs for my refi. About a week ago, they said that they had filed with XXXX County in Illinois ( where I am located ) and even gave us a file number. When we checked on it the county said they did not have it. When I checked back with SPS, they admitted that they hadnt filed it, and that they number they gave me was some sort of old filing. Again I asked for a date and they said they couldnt give me one. 

SPS also uses an encrypted email systems that will often not let me see what they are writing forcing me to call them to get any status and I have. When I call, they try to brush me off without checking on things very well, and then if I keep them on they phone, they suddenly find that an update just came in and I get little more info. 

On Friday I asked to speak with the manager over the Ombudsman area as I was not making any progress and they took my number and I did not get a return call. Over the months I have asked multiple times to speak with an executive, and have been told that executives never speak with the public. I apparently am out of escalation levels and need your help.

MY LOAN AGENT HAS TOLD ME THAT IF I DONT CLOSE BY THE END OF XXXX THEY ARE DROPPING ME AND CLOSING MY APPLICATION. I NEED IMMEDIATE HELP.

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