Consumer complaint received 2024-11-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: SELECT PORTFOLIO SERVICING, INC.
State: NM

Complaint narrative:
I feel that Select Portfolio Servicing is intentionally obstructing and impeding my ability to communicate and discuss options to resolve my mortgage dispute. I am trying to resolve this dispute and had reached an agreement with SPS and clearly communicated and attempted to make the required payment on the day it was due only to see the payment returned, the offer rescinded and now escalation of foreclosure. I feel there is a lack of communication and that my file has slipped through the cracks. I am filing this complaint because I cant get through to anyone by phone that will work with me or help me. I have evidence that I attempted to make the payment, I have evidence that SPS returned the payment and I have evidence that I am working to comply with the trial modification plan that was offered. I am very frustrated that I cant make any progress or get anyone to take my situation seriously. I have fought hard to get back on my feet financially and when I finally am there and get SPS to work with me they pull the rug out from underneath me. This is not right. 

In the summer of XXXX I was offered a repayment plan to help me get back on track with my mortgage and I gladly accepted. I work as an engineer in the oil industry and my new venture was starting to move forward and generate revenue. I was able to make the first XXXX $ XXXX payments on the repayment plan but ran into some issues as the business was still obtaining final permits and licenses and approval to become fully operational. As a result I was unable to continue making the $ XXXX monthly payments while we worked to get the business fully operational. I would periodically check in with SPS to update them on my status and business and to make sure that there was no foreclosure sale date on the horizon. When I called in on XX/XX/XXXX I was shocked to find that I had been approved for a trial modification and that a letter had allegedly been sent out to me dated XX/XX/XXXX detailing the terms of the program. I was happy that I had been approved but had never received the letter notifying me that the trial modification had been approved. I also was not aware that the first payment was due on XX/XX/XXXX, and if the payment was not made on XX/XX/XXXX that the modification plan would be cancelled. I spoke at length with the SPS agent on XX/XX/XXXX ( this can be verified by their internal call log and notes ) and explained that I had never received the letter but that I was prepared to pay on the spot the {$7600.00}. The agent told me that they could not accept my payment over the phone because the first payment had to be certified funds. I got ready to rush to my bank to wire the money to SPS but I would miss the cut-off for the wire to be dated XX/XX/XXXX so this was not an option. I went to XXXX XXXX and was able to get a cashiers check to send to Select Portfolio Servicing dated XX/XX/XXXX. I promptly sent the payment overnight mail. I believed that I had technically complied to the best of my ability to make the payment on XX/XX/XXXX. Because the original approval letter was never received by mail ( their agent said the company has no record of verified receipt of the approval letter ) I had few options to resolve this matter. I made the payment in the calendar month ; I have verified proof of the certified funds in the calendar month. However, SPS returned the cashiers check and said that it was received late and that my modification has been rescinded. I am now told that I need to reinstate in the amount of $ XXXX by XX/XX/XXXX or they will accelerate the foreclosure process.

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