Consumer complaint received 2017-12-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
In XXXX of XXXX I was approved for a loan modification with XXXX XXXX. I paid all 3 trial payments. On the XXXX payment I called XXXX and they told me my file had been transferred to SPS. I called SPS and they had no record of the mod and told me I had to START THE PROCESS ALL OVER!! The previous process took months almost a year so as you may understand I was devastated beyond belief!!! I knew I had been wronged but could not figure out who I needed to speak to in order to help me. I called profusely to SPS, XXXX, XXXX, I reached out to XXXX, etc. Nobody could help. Well, let me tell you last week I was BLESSED! I finally after 4 EXHAUSTING LONG YEARS spoke with XXXX. She helped beyond belief. She was a rep in the Loss Mitigation department and she blew the roof open!! She went back to XXXX to see what happened. She found out that XXXX did not send the paperwork over until XXXX or XXXX of XXXX. Therefore, when SPS finally received the mod docs they stated to me, " OH SORRY THE DOCS EXPIRED! '' I WAS LIVID!!! Because at this point SPS would not honor the mod. I was wronged and have been fighting ever since. I worked in a call center for XXXX to see what happens behind the scenes of a mod process. Much to my dismay I realize that docs are not package properly, you have new employee 's on the floor that just start the process then quit, you have hourly workers working on your file and customer service reps who read notes on a screen and do not assist because they have no actual file in hand. I have ran the NPV tool on many borrowers and understand the process. When someone ran the NPV tool on my file they stated I made XXXX per month when in actuality I sent a pay stub in for XXXX. Needless to say ... .I WAS  DECLINED! Also, I had a case where SPS is stating they are missing docs from my file and declined me because of it. I happen to know first-hand that all companies ( call centers ) say the same thing! They are unorganized and blame the general public for not sending in documentation when all the while it 's their internal process. MILLIONS of people have gone to foreclosure because of mishandled documentation by call centers. ( I refuse to call them BANKS ) as most people are ignorant to the fact that they are speaking to hourly workers who do n't even own homes. 

I have put my complaint into XXXX and into SPS for the improper handling of my file. There was a 42 page piece of XXXX report that was written by a woman at SPS with my last complaint to the CFPB. I had no ammunition last time and did not know what happened. However, this time XXXX at SPS ( in Utah ) helped me tremendously. She read the notes word for word on what happened and I found out the dirt and why I did not received my paperwork. SPS has tried to get out of honoring my loan mod by making up accusations, but XXXX blesses those who do right. I was wronged and I am here to tell the public that we need to stick together and do what is right for this Country!

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