Consumer complaint received 2021-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MD

Complaint narrative:
This issue with Select Portfolio Services, here after referred to as SPS first started in XXXX during the COVID-19 pandemic. According to written documentation the prior mortgage holder approved the request for modification XXXX and lowered the monthly payment to {$450.00} prior to transferring to SPS. SPS insisted the approval was never made. An SPS representative asked if I had been affected by the pandemic, my response was yes. The representative advised that I visit the website to indicate that I was impacted ( circa XXXX ). The SPS representative failed to mention that if I did this, this would cancel my mortgage modification review, which SPS insisted was not modified prior to transfer. SPS then moved my account under the COVID-19 Forbearance taking it out of mortgage modification review. After that ended, I expressed several times that I wanted to be considered for a permanent modification. SPS did not honor my wishes for several months. XXXX I began the process of being considered for a permanent modification. At least two representatives asked me if my spouse had payed the mortgage. My response was no, due to the account being deferred, due to COVID. I expressed my concern, as SPS know that we were impacted due to COVID and could not pay the original mortgage, due the pandemic, so I didn't understand why they were asking the question, when they knew and had documentation showing our impact. Circa XXXX another SPS representative instructed me to once again select that I was impacted by COVID-19 and was adamant that it would not have an impact on me pursuing a permanent modification. I spoke with my relationship manager who told me that the information provided was false, and that it would be the same thing that I experienced XXXX. From XXXX I complied with every SPS request, to include providing my spouse/non-customer information ( paystubs ; non-borrower credit check authorization form ). I've received circa 27 written communications from SPS from XXXX. Neither of those correspondences lists that my spouse need to make payments to me ( their words ) to prove that he/she are contributing to the mortgage. I did remind them that I am not my spouses employee, therefore, I was bewildered why they would demand that I prove that he/she pays me. I did not learn that my spouses salary would not be considered, due to him/her not making monetary deposits into my bank account to show how much they were going to contribute towards the mortgage. I reminded them that they never said monthly deposits were expected neither verbally nor written. I wasn't made aware of this until after already receiving SPS 's Demand Notice XXXX and reviewing the XXXX Dispute Resolution Letter. Despite not receiving the letter until a few days out from the date listed in the Demand Letter, SPS kept to the XXXX Demand Letter date, although my dispute letter was " seriously '' being considered and reviewed. XXXX I contacted a third party, whom I gave consent to speak with an SPS representative on a 3-way call with me. Myself and the third party both expressed that me and my spouse are married and have successfully submitted the household income. The SPS representative continued to suggest that SPS can not assume that a married couple will contribute.

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