Consumer complaint received 2024-12-02 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: MD

Complaint narrative:
I went to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to seek help with my mortgage. That was in XX/XX/XXXX when I was only XXXX  months delinquent. 

Below is a copy of my XXXX XXXX 's notes and our interaction with SPS. XX/XX/XXXX @ XXXX XXXX  The homeowner came in for our scheduled appt, we met at our alternate office. I had her fill out the intake paperwork and then we discussed her situation. She has a mortgage with SPS for {$1900.00} per month and is currently XXXX ( XXXX ) months delinquent due to being unemployed. 

We called SPS and spoke to XXXX XXXX. She said that she owes {$9700.00} which includes XXXX payment and is currently {$7800.00} delinquent. She also confirmed that she is in ", ,Active '',, Bankruptcy. She said that there were no retention options available to her because of the bankruptcy. She owes {$310000.00} and a total of XXXX ( not a payoff amount ) which part of that is due to a ", ,Partial Claim '',, that she had prior. I asked for an email for the XXXX. She said to send it to : XXXX. Concluded call I looked up her home value and it is around {$420000.00}. She asked why she still owes {$340000.00} when she has lived in the property and been making payments on it for almost 19 years and only paid {$340000.00} for it when she bought it. I told her I did not know and that did not make sense. I told her that we could do a NOE and try to get some answers. I did the NOE ( see copy in file ) she is to send it to SPS, I suggested Certified Mail and also by fax. I told her to let me know when she receives the response and we will set another appointment to go through the information. I told her there is not much for us to do until we hear back from SPS. 

XX/XX/XXXX @ XXXX XXXX  The homeowner came in for our scheduled appointment at our alt. site. I helped her put her package together for SPS. I did a Hardship Letter ( see copy in file ) and copied all of her information. I told her that I would send it to SPS today. Concluded session. 

XX/XX/XXXX @ XXXX XXXX  The homeowner called and said that SPS was requesting additional information. I told her that I would call SPS to follow up and get back with her. 

XX/XX/XXXX @ XXXX XXXX  I called SPS and spoke to XXXX XXXX. He said that there was a red flag on her unemployment. I told him that the homeowner will start working as of XX/XX/XXXX. I told him that they had the offer letter. He noted the file and said that was all that they needed. Concluded call. 

XX/XX/XXXX @ XXXX XXXX  I called SPS and spoke to XXXX XXXX. She said that they were needing an updated unemployment statement, they could not read the prior one. I told her that the homeowner had started working as of XX/XX/XXXX and is no longer receiving unemployment. She said to note that on the unemployment form and send another copy of it. I told her that I would. Concluded call. 

XX/XX/XXXX @ XXXX XXXX  I prepared and emailed to SPS another copy of the homeowners unemployment statement along with a note that she was no longer receiving unemployment. XXXX on an update from SPS. 

XX/XX/XXXX @ XXXX XXXX  I received an email from the homeowner ( see copy in file ) with a copy of a letter from SPS. The homeowner said that she thinks SPS is giving her the runaround. 

XX/XX/XXXX @ XXXX XXXX I called SPS to check the homeowners status. I spoke to rep XXXX. She said that they did receive the information emailed to them on XX/XX/XXXX. She reviewed the notes, and it said that the only thing needed was a current paystub from the homeowner. I explained to her that they had the " Offer Letter '' and at the time she did not have any paystubs. She only gets paid once a month so I will check with the homeowner to see if she has received a paystub yet. We will get it to SPS as soon as possible. Concluded call. 

XX/XX/XXXX @ XXXX XXXX  The homeowner called and said that she had talked with SPS and they never received the paystubs. I told her that I emailed them to SPS on XX/XX/XXXX. I will call SPS and see what I can find out. Concluded call. 

XX/XX/XXXX @ XXXX XXXX  I called SPS and spoke to XXXX XXXX. I asked her about the review and that the homeowner said that they still needed paystubs. I told her that I had emailed them on XX/XX/XXXX. She put me on hold and came back and said that they do not have a YTD. I tried to explain to her that she is a XXXX employee, but she said that they will still need either the paystubs with the YTD or XXXX P & L statements. I told her that I would get with the homeowner and get them to them asap. Concluded call. 

XX/XX/XXXX @ XXXX XXXX  I sent the homeowners XXXX & XXXX statements to SPS ( see copy in file ). XXXX on an update from SPS. 

XX/XX/XXXX @ XXXX XXXX  The homeowner sent me revised XXXX & XXXX statements for SPS. They wanted her to put 100 % ownership on the forms. She asked me to forward them on to SPS. ( see copy in file ). 

XX/XX/XXXX @ XXXX XXXX I prepared and emailed the homeowners new XXXX & XXXX statements to SPS ( see copy in file ). 

XX/XX/XXXX @ XXXX XXXX  I called SPS for an update. I spoke to XXXX XXXX ( XXXX XXXX ). He said that the P & L statements were received but that was not what they needed because she is an employee and not self-employed. I told him that is what I said but SPS rep. insisted on the P & L statements. I told him that we had sent 2 XXXX  '' XXXX explaining her job and that she is a 1099 employee but that they do not take out income taxes, but they still wanted the P & L statements. He said that was wrong and that they need the following information : They need a letter from her employer on company letterhead with her Hire date, pay frequency ( monthly ), Amount of pay and have it signed by her boss or HR. Also, have them put in the letter that they do not take out income taxes on her. I asked him if that was all that was needed, and he said yes. He said that once they have this, they should probably have a confirmation of a complete package in a week and then a decision within 30 days of that date. I told him that I would get with the homeowner and get this information to them asap. Concluded call. 

XX/XX/XXXX @ XXXX XXXX  I called SPS and spoke to XXXX XXXX. They are still having issues with her 1099 employment. I explained to him that we have been getting the runaround. One person tells me that they need a P & L and another one tells me no, they need 30 days of paystubs. He said that he would note the file with my explanation and send a note to the underwriter. Concluded call. 

XX/XX/XXXX @ XXXX XXXX  I called SPS again and spoke to XXXX XXXX. She just kept repeating the same stuff that they need her P & L. I tried explaining my previous conversations to her but she just kept repeating the same stuff. Concluded call. 

XX/XX/XXXX @ XXXX XXXX  I sent the homeowner an email to follow up on my call with SPS ( see copy in file ) .I told her that I called SPS again today and got the same run around. I told them that this needs to be resolved ASAP. I told her that if she wanted to start the complaint process, we could do that and if they come through before that that is ok but something needs to get their attention. However, my first available date is next Tuesday XX/XX/XXXX @ XXXX XXXX. Let me know what you want to do, and we will go from there. 

XX/XX/XXXX @ XXXX XXXX  I called SPS and spoke to XXXX XXXX. She said that they still need all XXXX pages of the XXXX. I told her that they already have it the page that I sent was just a revised one. She said that was their policy and they need all XXXX pages over again. I told her that was ridiculous, but I will send it today. Concluded call. 

XX/XX/XXXX @ XXXX XXXX  I prepared, scanned and emailed the XXXX pages of the XXXX to SPS for review. ( See copy in file ). 

XX/XX/XXXX @ XXXX XXXX  I called the homeowner to update her on my call with SPS. I told her that if she wanted to file a complaint, we could do that. If they come through with a decision before, good but if not, maybe this will light a fire under them. We set an appointment for Tuesday XXXX @ XXXX XXXX. I will call SPS prior to on XXXX  XXXX for the latest update. Concluded call. 

XX/XX/XXXX @ XXXX XXXX  I called SPS to check on the homeowners status. I spoke to XXXX XXXX. He said that the date on sec. XXXX needs to be updated and to add the employers name to sec. XXXX. Concluded call. 

XX/XX/XXXX @ XXXX XXXX  I revised the XXXX with a new date, and I added the employers name to section 7. I scanned and emailed the updated documents to SPS ( see copy in file ). 

XX/XX/XXXX @ XXXX XXXX  The homeowner called and said that she talked with SPS and now they need her updated unemployment statement. I said that was ridiculous because we told them months ago that she was no longer receiving unemployment and that she is currently working and has been since XXXX. She said that she wanted to file a complaint, and I said that was a good idea. We set am appointment for Monday XX/XX/XXXX @ XXXX XXXX  to file the complaint. 

This needs a thorough investigation because they have been stringing me on for months now and while they do I keep getting further and further behind, which is not what I want. I can make my monthly payment now I just need help getting caught up with my delinquency.

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