Consumer complaint received 2025-05-03 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: VA

Complaint narrative:
I applied for loan modification last year and it was approved in XX/XX/XXXX. I was placed on trial period for 3 months where payments hadnt to be paid on time. I paid XXXX in XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. All paid by the XXXX. I received a letter on XX/XX/XXXX congratulating me on being eligible for loan modification and sending signed notarized package back by XX/XX/XXXX. I called to get more time due to a snow storm we had and 4 days in between receiving and returning was impossible. Plus I had to find a notary that would come to home because my mom is elderly and not getting around good. She is co applicant on the mortgage. The rep i spoke to said that would be fine. I finally was able to get mailed out on XX/XX/XXXX. Sent via XXXX certified mail. XXXX was to be received by XX/XX/XXXX however confirmation shows received XX/XX/XXXX. Select portfolio servicing is stating they never received. I am attaching a time line with everything that has transpired. It is now XX/XX/XXXX and my loan modification has not been updated. When I try to make payments the system says XXXX not paying enough and shows a higher amount. So, I had to pay over phone with reps. Select portfolio is not honoring the approval of my loan modification. I did my part, however they are not doing theres. 

My XXXX XXXX for loan modification documents. 

XX/XX/XXXX- XXXX received offering trial period for loan modification where I would have to pay {$1000.00} for XXXX straight months on time. 
XXXX XXXX {$1000.00} paid for XX/XX/XXXX XX/XX/XXXX {$100000.00} paid for XX/XX/XXXX XXXX XXXX {$1000.00} paid for XX/XX/XXXX XXXX XXXX received loan modification acceptance packet requesting to be sent back by XX/XX/XXXX. 
XXXX XXXX called SPS spoke to a rep to advised would need more time to get acceptance package back. Explaining that I had just received package on XX/XX/XXXX due to snow storm and requested more time since it needed to be notarized. I explained that the co owner is my XXXX XXXX XXXX elderly mother and would have to find someone that could come to my home to notarized because she doesnt get around good. The rep states she understood and that this would be fine. She did advised to email copy of all documents once notarized to show that I did still want the loan modification prior to mailing. She said this would at least let SPS know that I had the documents notarized and that they would be coming in mail soon. 
XXXX XXXX I emailed unofficial copy of notarized loan modification packet per representative advice. 
XX/XX/XXXX I was able to get out and mail my package out. ( Certified mail ) usps said would be received XX/XX/XXXX. However it was received XX/XX/XXXX. 
XX/XX/XXXX loan modification package received per XXXX XXXX mailing tracking number XXXX XXXX XXXX Select portfolio sent me an assistance review expiration notice XXXX XXXX SPS sent an early intervention letter XX/XX/XXXX SPS sent a demand letter XX/XX/XXXX I sent a detailed email to Select portfolio regarding demand letter. 
XX/XX/XXXX XXXX from XXXX XXXX called me. I went over all details again to be placed on hold and then disconnected. 
I called back and left information for rep to call me back. 
XX/XX/XXXX I receive a call from XXXX to be told that they would not honor my loan modification because my payment hadnt been made. I explained to her that the system would not allow me to make a payment because its saying the payment is less than what is due so she took the payment. However, in our conversation their was a lot of discrepancies as to them never receiving the package when I advised of tracking information then she changed it to they didnt receive until XXXX when I gave her date received per tracking information. She stated under writing would not honor because of the payment that wasnt made. And that is why I paid to her over the phone. She tried to say I was XXXX payments behind. I explained to her that in the beginning of XXXX a payment returned due avoiding mix up but I paid that payment. So the only payment i needed to pay was the XXXX. She stated she would have to resubmit this information to underwriting to see if they would honor. But, there is no reason they shouldnt. The error is on them. To be honest XXXX never to accountability for her company dropping the ball and not doing what they needed to do to make sure their records where accurate. I am needing great assistance in this matter.

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