Consumer complaint received 2024-08-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: SELECT PORTFOLIO SERVICING, INC.
State: WA

Complaint narrative:
We are submitting a complaint for SPS servicing. We had been working with XXXX XXXX prior to this for a loan modification coming off of a forbearance plan. They locked our account for a year and then XXXX XXXX quickly sold our mortgage to SPS servicing. We submitted two claims for each company in XX/XX/year> ( XXXX and XXXX ). 

According to XXXX XXXX, they approved us for a trial plan modification in XX/XX/year>, but they said they had a " Glitch '' in their system and never sent us the paperwork to start the trial plan, and then sold our mortgage to SPS servicing in XXXX 2024. We have had to start from the beginning, and apply for a new mortgage assistance application with SPS servicing. They also continued to keep our account locked even though we have tried many times to make a monthly payment, even over the phone ( screenshot attached ). We have filled out all the needed documents and sent in the required paperwork for the mortgage assistance application. We were already approved with our prior mortgage company XXXX XXXX, our income situation has not changed, but yet SPS says that we are not eligible for any options at all, only demanding the full {$110000.00} upfront before they will unlock our account and let us make any payments. They are saying that they are denying our request because they can not lower the mortgage monthly payment, YET we are NOT asking for it to be lowered. We are only asking for them to unlock our account, roll the amount we owe into the main loan, and let us start to make our monthly mortgage payments. We realize rolling the owed amount of $ XXXX could possibly raise our monthly payment amount, but we have the income to pay the normal monthly mortgage payment of $ XXXX and additional amount to repay over time. We also have our daughter living with us and paying {$2500.00} towards the rent and other bills we have, which was not factored in. We called today to ask how we can appeal and include my daughter 's payments towards our monthly income to reevaluate, and they said just email us that you appeal, no formal paperwork needed. Yet later on in the call today, she said our account was already sent to an attorney for foreclosure. This letter is dated XX/XX/XXXX ( attached ), and it says we have 30 days to appeal yet they now are saying they already sent it in for foreclosure before we were able to appeal. 

According to SPS servicing, our point of contact ( relationship manager ) is a lady named " XXXX ''. They provide an extension ( XXXX ) but it routes to a call center person every time. They can not provide a direct line, voicemail ability nor a direct email. We have called the main number numerous times and have asked to leave a message for XXXX or be able to contact her directly to discuss our account, which they can not provide. They put a note in the notes for our account for her to call us back directly but to no avail. They also do not have the ability to email us any information. 

We just want what was originally promised at the start of the forbearance plan that any amount accrued over that time period would be rolled back into the mortgage when we came off the plan. We would like to appeal their decision regarding the mortgage assistance application, include our daughter 's payments towards our account, and reevaluate what are assistance options are. We would also like the negative credit reports removed from this SPS company and XXXX XXXX stating that we have late/missed payments. The only reason we have missed payments is because both companies locked our access to our accounts and refused to let us make ANY payments and are charging late fees on top of that. Please advise what our next steps should be.

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