Consumer complaint received 2023-12-22 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: TN

Complaint narrative:
XX/XX/XXXX- Select Portfolio Servicing, Inc ( SPS ) sent me an approval for a temporary repayment plan for the monthly amount of {$1200.00}. The plan was from XX/XX/XXXXXXXX  to XX/XX/XXXX. Upon accepting this repayment plan, it was advised to make each payment on time and no information would be supplied to the credit bureaus until all payments were completed. In addition, it was further explained to call in upon completion of the last repayment plan payment and confirm the payment was received and the positive payments would be report to the three credit bureaus. Upon completing the repayment plans last payment on XX/XX/XXXXXXXX  called in and was told to resume regular payments of {$700.00}. Made several regular payments and then received a letter of {$4.00}, XXXX was due in one lump sum in XX/XX/XXXX. This was to first time speaking to XXXX  Manager XXXX who explained during that time approx {$2500.00} of that balance was already paid and if possible to continue to make payments as the amount was too small for a modification. Continued to make payments. It was explained another {$5.00} was due as one payment after the company returned the XX/XX/XXXXXXXX  payment sent XXXX XXXX saying house was in foreclosure and no information was received. Spoke to XXXX Manager again ( second time since having this home have we had a conversation. During our XX/XX/XXXXXXXX  had conversation it was explained she had been on XXXX XXXX and had asked someone else to assist with the account. She also explained that I could not make any more payments unless it was the entire {$5.00} or I was approved for another modification. Asked about the over {$3000.00} payments could that not be applied to this balloon payment that appeared out of no where. The {$3000.00} was not returned. Was told she would check on it. Later informed by her all that could be offered was another repayment plan of $ XXXX and upon the first payment the house would not longer be in foreclosure by XX/XX/XXXX. The initial payment to the new repayment plan was made on time XX/XX/XXXX via XXXX XXXX and called to speak with the XXXX Manager to ensure the payment was received. Confirmed receipt of payment. Was informed she would contact the attorney and rescind the foreclosure and send a letter for records. After not receiving a letter called customer service and was informed it was an attempt to collect a debt as the house was in foreclosure and was note ever removed from foreclosure and further more no payments could be made to the home as the XXXX payment was not made. Attempted to contact the Attorney office and their recording states they do not take calls. Sent several emails to the attorney and no return call or letter. The XXXX payment was confirmed received by the XXXX XXXX and two different representatives after receiving a letter on XX/XX/XXXXXXXX  stating " You were offers a plan but did not make the required plan payments '' This is not correct. Also as of XX/XX/XXXX, SPS started reporting on my consumer report the payments are {$700.00} and has not been paid. Made over 4 attempts with other representative for XXXX XXXX XXXX to call and she has not once called back. Now receiving letters every day from Select Portfolio Servicing, Inc with inconsistent data. Letters vary from pay $ XXXX, to {$5.00} to Loss Mitigation. Took the advise from the XXXX to apply for a grant to XXXX and was denied as another person 's name was associated to my home who did not purchase this home or had any connection to this house. As of XX/XX/XXXX XXXX XXXX XXXX has not called. This is causing great XXXX  as over {$25000.00} has been sent to save house and not properly applied to the missing payments. Lastly upon calling early this month XX/XX/XXXX, I was informed by representative XXXX another payment plan could be applied or the missing payments could be applied to the end of the loan so that the account would be current. Recent letter received stated the company could not do anything for me as the house is in loss mitigation. No money has been returned and due to this error my consumer report is displaying inaccurate information and I can not refinance the home due to this error.

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