Consumer complaint received 2025-08-29 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: IL

Complaint narrative:
I applied for loan modification on XX/XX/XXXX with our first mortgage lender select portfolio servicing because we were struggling financially due to decrease in my husbands income and our monthly mortgage payments increasing drastically by {$600.00}. I have provided every document they requested, returned every phone call, and answered all questions. I have received at least XXXX letters stating that my application is complete and ready to be reviewed but almost every other week I receive phone calls and letters requesting for more information and clarification but these questions have been the same over and over again and it is in regards to one of my place of employments advance home health care. Im a home visiting nurse and I work for 4 agencies ti be able to survive. One of them is full time and the rest is part time including XXXX XXXX XXXX. SPS have asked the same questions about this agency since I submitted my application on XX/XX/XXXX. I have had to resubmit updated documents every XX/XX/XXXX days because they would be expired and outdated due to the length of time this has taken. I would explain everything to a representative, then a week later I would get another call that my explanation was not sufficient. We are going on 8 MONTHS now since I applied, I have even spoken to their OMBUDSMAN department and XXXX said there should be no more issues and that I have provided all the documents and explanations needed but I still received the same phone calls after that. Now I have not XXXX able to contact XXXX despite calling her extension she provided to me. I have been very patient since I know I desperately need the help since were so behind on our payments but it has been 8 months. Now theyre asking for new check stubs AGAIN because the last ones I submitted are outdated. My documents keep getting outdated because this application has been dragged on for 8 months for issues that I have responded to over and over again, I give permission for All my calls to be recorded so maybe that can help your investigation. I hope your agency can help me with this. I almost feel it has been dragged this long so they can foreclose on my home. It says on the last letter that they can move forward with forclosure if all documents arent received by XX/XX/XXXX. I received another telephone call yesterday asking the same question when I have explained again and again that my work with advance home health is part time and random and that my last pay check with them was the last one I submitted and that I have not had work with this agency since but can get a call tomorrow or next month. At the risk of sounding repetitive, I just need to be clear that this is the same question asked at least every other week sometimes every week since I applied for mortgage modification assistance. I understand it takes months for this process but 8 months for the same issue? Please, I hope you can help us! Thank you in advance! 
Sincerely, XXXX and XXXX XXXX XXXX

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