Consumer complaint received 2018-08-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
Good morning, SPS is our servicing company ( Select Portfolio Servicing inc. ). We have tried on several occasions to try and resolve our issues with our mortgage. Our investors is XXXX XXXX XXXX so we are told. So unsure of what we have been told at this point as we received different information in a letter stating that XXXX XXXX XXXX XXXX was our investor. I called SPS and was told no they held title not the investors.We have requested this information on several occasion and to no avail no information.We Recieved a letter dated XX/XX/2018 letting us know that we could apply for home retention options. The letter was dated XX/XX/2018 it was received XX/XX/2018 this seems to be a major business practice mistake. these letters seem to all be time sensitive and yet we recieve them late so there bussiness practice of mailing is unjust.. We called and were told we needed to go online to reopen our file. I let them know our circumstances had changed and we had cash to bring in to help with our possible modification or deferment option. we went online and of course it would not allow that option. we called back they said only option was short sale or relocation assistants. WHAT HAPPENED??? we are outside of the 30 day sale date. Not fair bussiness practices at all. Then I requested a call back from our relationship manager on Friday he called back at our request he returned our call Monday XX/XX/2018 and said we have no options only relocation. We asked why is the short sale not an option he said we had less then 30 days before our sale date. Again bad bussiness practice!!! We actually received a call Friday the XX/XX/2018 the gentleman told us to try opening a review online he said he could not do it all he could offer was short sale re relocation and he did not no why that is why we requested a call back from our relationship manager. Fast forward 3 DAYS later nothing avaiable sorry get out you will have 30 days if does not sale! WHAT KIND OF BUSSINESS PARCTICE IS THAT! 13 years we have lived hear sorry nobody informed you you need 30 days for short sale which is not true at all.There are some major business practice mistakes. We have neen tricked into filing an appeal in which they already were prepared to anserew do to a occ complaint and incorporated our appeal which by the way did not address our issues all of them and they did this so they did not have to postpone the sale date. Im speaking of the XX/XX/2018 sell date. They used an appraisal that was not not photos of our home. The law states that you will have and be appointed one point of contact to help you as a consumer complete the modification process. Although they sent you a person name an contact info you rarely speak to that person and there is were the MAJOR SERVICING MISTAKES HAPPEN!!! You are given so much different information depending on who you speak too You can request call ll back and it takes 24 to 48 hrs. from your realationship manager and the you are told sorry you no longer qualify. your one day short.

1. Major servicing Mistakes 2. Letter dated XX/XX/2018 stating we can apply for home retention not honored over looked. 
3. Appeal letter dated XX/XX/2018 not mailed right away we did not receive it until XX/XX/XXXX noting details that were not accurate. giving us less then 30 days from sale date with no options? 
4. Misrepresentation of stipulation order!

5. no term extension offered 6. princiable reduction not ever addresed 7. Im XXXX i feel a bit of discrimination is happening never addresed 8. You offered assumption you have not adressed why you canceled it had nothing to do with us failing on our stipuation agreement.

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