Consumer complaint received 2025-06-26 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: CA

Complaint narrative:
Qualified Written Request ( QWR ) Regulation X under RESPA ( 12 C.F.R. 1024.35 and 1024.36 ) SPS has failed to respond meaningfully to my previous Qualified Written Request ( QWR ), which invokes Regulation X under RESPA ( 12 C.F.R. 1024.35 and 1024.36 ). XX/XX/XXXX, and XX/XX/XXXX responses fail to show a clear pattern of evasion, misrepresentation, falsification, and servicer-level obstruction, despite my documented attempts to engage in a resolution. 

Qualified Written Request submitted on XX/XX/XXXX against Select Portfolio Servicing , Inc. ( SPS ) for gross misrepresentation of XXXX XXXX servicing obligations, mishandling of mortgage and post-relief after a fire loss in XX/XX/XXXX, and numerous other related violations of Regulation X under RESPA ( 12 C.F.R. 1024.35 and 1024.36 ) is pending with direct request of CFPB to promote transparency and resolution to all matters that are included here and in all my documented QWR. 

These statements are categorically false and appear to be an attempt to evade XXXX XXXX XXXX XXXX obligations.Thus resulting conduct by SPS has caused me irreparable harm, financial loss, and unlawful displacement from my legally owned residence, thus requiring a governing overview on the QWR responses are by Regulation X under RESPA ( 12 C.F.R. 1024.35 and 1024.36 In XX/XX/XXXX and XX/XX/XXXX Patterns of misleading information via the Ombudsman Department of SPS falsely informed me that I do not have a loan backed by XXXX XXXX. Post Disaster, several representatives failed to assist and/or disregarded XXXX XXXX Guidelines and governing regulations I was actively seeking. On XX/XX/XXXX XXXX XXXX, a XXXX in the Ombudsman Department of SPS, verbatim stated on a recorded phone call that " I do not qualify for XXXX XXXX XXXX protections, since XX/XX/XXXX? '' XX/XX/XXXX Disclosure of the owner, which contradicts the above statement but more importantly, this correspondence requires transparency for the question and relief that the XXXX is requesting Is this a federally backed loan? A federally back loan that the investor complies with XXXX XXXX Disaster Relief Options Statements : Ownership : I am the lawful property owner and sole occupant at the time of the loss. 
Event : The lawful owner and person affected by the loss of a catastrophic fire occurred in XX/XX/XXXX, rendering the structure temporarily uninhabitable but not abandoned ; eligible for XXXX XXXX Disaster Relief Deferrals/Forbearance Mortgage Mitigation with several pending QWR with SPS. 
Misleading Statements : On numerous occasions, SPS advised me that I do not qualify for XXXX XXXX protections, a misrepresentation that served to justify their unauthorized handling of disaster-related mortgage relief options Investor : Disclosure of the owner and more importantly, if the loan is backed by XXXX XXXX XXXX and the lenders responsibility to execute with full regard to XXXX XXXX governing requirements VIOLATIONS & REGULATORY BREACHES A. Misrepresentation of Servicing Obligations XXXX XXXX XXXX XXXX Guide requires servicers to follow its rules for all loans owned or guaranteed by XXXX XXXX XXXX SPS 's statement that I am not entitled to those protections constitutes a deceptive act in violation of : XXXX XXXX Servicing Guide 8104.8 8202.11 8404.3 CFPB COMPLAINT STATEMENT OF FACTS XXXX XXXX XXXX XXXX XXXX XXXX Violations Select Portfolio Servicing , Inc . 
I am submitting this statement in support of my formal complaint filed with the Consumer Financial Protection Bureau ( CFPB ) against Select Portfolio Servicing , Inc. ( SPS ), citing violations of XXXX XXXX servicing guidelines, federal disaster relief policies, and federal mortgage servicing laws following a declared eligible disaster ( XX/XX/XXXX fire loss ). 
SPS failed to evaluate or offer a XXXX XXXX XXXX XXXX XXXX under XXXX XXXX XXXX, despite my clear eligibility. No Payment Deferral Agreement ( Exhibit 1100 ) was ever issued within five days of a any offered settled workout, nor was any forbearance granted or reflected on any written documentation, email correspondence, in any recorded discussion with SPS representatives or directly with the listed point of contact Relationship Manager. No contact from RM or direct outreach meticulously referencing Disaster Payment Deferral under Guide Section 9203.26. To date, no such action has been executed or offered and no such documents exist SPS also failed to notify XXXX XXXX of the total loss to the property, as required by Guide Section 8202.11 ( b ), and withheld coordination of insurance funds, violating mandatory borrower communication and fund disbursement procedures. 
XXXX XXXX XXXX XXXX XXXX ( e.g., 8202.11, 9203.26, 9206.7 ) Disaster forbearance, hardship workout, foreclosure pause. 
Despite my continued efforts, SPS never assigned a Relationship XXXX or evaluated my account under XXXX Macs disaster relief hierarchy ( Guide 9206.5, 9206.7 ), which requires the servicer to proactively assess for : Disaster Payment Deferral - before initiating foreclosure Flex Modification - before initiating foreclosure Short Sale or Deed-in-Lieu before accelerating initiating foreclosure QWR Regulation X under RESPA ( 12 C.F.R. 1024.35 and 1024.36 ) XX/XX/XXXX ( Failed to respond to XXXX ) " No funds related to that claim have been received. '' Referred me to insurance claim check.com. This was not disclosed in the XXXX that on XX/XX/XXXX, SPS received 2 payments of the insurance claim funds. 
Allegations : " confident that the serving by SPS complies - non disclosure of payment is a failure to disclose and a fraudulent statement XX/XX/XXXX, XXXX ( Failed to respond to QWR ) Allegations : SPS XXXX confident that the servicing of the account has been compliant. Property preservation activities as a lawful homeowner require the legal documentation and the steps taken to support such action on my property. This was not provided during the QWR. 

Loss Mitigation : Must reflect XXXX Macs Disaster Relief Hardship Options hierarchy ( Guide 9206.5, 9206.7 ), no documentation or solidified process to date ( provide proof of compliance and information was provided, but not executed via the Ombudsman Department, and the Hardship was documented on XX/XX/XXXX

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation