Consumer complaint received 2025-07-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: SELECT PORTFOLIO SERVICING, INC.
State: FL

Complaint narrative:
To Whom It May Concern, I am submitting this complaint against my mortgage servicer, Select Portfolio Servicing ( SPS ), regarding their continued failure to process my loan modification request, despite my repeated efforts and full cooperation over the past XXXX months. 

I initially reached out to SPS in XX/XX/XXXX seeking a loan modification due to a sudden and complete loss of income following the downturn in the housing and mortgage market. I have been in the mortgage industry for over XXXX years as a loan originator and processor. When the market collapsed at the end of XXXX, it wiped out my income, depleted my savings, and left me without any resources to maintain my regular mortgage payments. 

Despite this, SPS informed me that because I was not yet delinquent, they would not review me for assistance. In good faith, I attempted to stay current while also requesting help. I had no income in XXXX, XXXX, or XXXX, and by the end of XXXX, I finally secured employment. However, my income was not enough to cover the mortgage and my living expenses as a single mother of XXXX, who also at XXXX point had to pay child support. 

Even while I was unemployed or underemployed, I submitted the requested income documentation repeatedly including paystubs, hardship letters, and bank statements throughout XXXX, XXXX, and XXXX. During that time, I received little to no communication from SPS, nor any indication that my request was being reviewed in good faith. Instead, I was met with repeated requests for the same documents, many of which I had already submitted, causing unnecessary delays and emotional and financial stress. 

Despite the lack of assistance, I managed by borrowing and scraping together funds to catch up and pay XXXX through XXXX mortgage payments on my own. In XX/XX/XXXX, I had to leave my job they were not honest organization stealing from people in contracting business,, though I am still actively working to earn and maintain stability as mortgage loan officer. However, the monthly mortgage payment of over {$4000.00} is still unaffordable based on my current income. I am requesting a modification with a lower monthly payment or for the arrears to be capitalized, so I can regain stability and avoid falling behind again. 

At this point, I feel that SPS is not handling my request in a fair, transparent, or timely manner. As a mortgage professional myself, I am fully aware of the procedures and know that loan modifications are a viable option in hardship situations especially when the borrower is willing and cooperative, as I have been throughout this process. 

I am asking the Consumer Financial Protection Bureau to investigate this matter and require SPS to : Review my hardship and modification request promptly and in good faith Stop the repeated and unnecessary requests for documents already provided Offer a realistic payment solution, such as a rate reduction, term extension, or principal forbearance Provide clear communication and transparency regarding next steps My goal is not to avoid payment, but to get back on solid footing with a payment I can actually sustain long-term. Without intervention, I risk slipping back into default not for lack of effort, but because my servicer refuses to work with me. 

Thank you for your time and attention to this urgent matter. 

Sincerely,

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