Consumer complaint received 2024-07-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: SELECT PORTFOLIO SERVICING, INC.
State: OR

Complaint narrative:
My aunt passed away in late XX/XX/year>. I did not live near her, and had no idea who her mortgage was with. It took some time to find out that her mortgage was with SPS. I contacted them and spoke to a representative who said he documented the account. In XXXX I became the Administrator for my aunts estate. Prior to this I could not legally work on her home. I sent the " relationship manager '' the copy of the letter of Administration and didn't hear back. I called and they said they could not talk to me because I was not approved as a third party to release information to. They said they needed a new death certificate. I sent that via email while I was still on hold with the agent. I did not hear anything again. I called back and was told I was still not approved. I contacted my attorney. I sent them a follow up email with my attorneys information as well. In the meantime I put XXXX into the house in order to put it on the market. While a crew was working on the house SPS put a giant sticker on the door saying that the home has been deemed vacant and they were seizing it in three days. I called the number on the sticker which is no longer in service. I called SPS, and the relationship specialist said, " yes, we put the sticker there ''. I said it is not vacant, there are three people there currently working on the house. The sticker was extremely hard to get off, and we replaced it with a no trespassing sticker. In the state of California I wasn't allowed to work on the house until I had received the letter of Administration. We were working as hard, and as fast as possible to get the home on the market. I called SPS again and waited an extremely long time to speak to a supervisor who said she was going to " note on the account that I had given them all necessary documents and that the underwriter should approve me ''. I was drowning in stress, and they would not give me any information. Fast forward, and we put the house on the market, and we accept an offer in less than a week. It is now in escrow, and the title company is able to get a preliminary payoff amount. It was XXXX more than the one my aunt had in her home when she passed. I signed escrow papers, and the title company reached out to get the up to date payoff amount. They now tell the title company that have been not approved as a third party, and will not release it. The title company has higher ups call. SPS says they will mail it to the home. They asked for it be faxed. At this point it had been five days since I had signed the documents. The title company added interest to the payoff amount and wired it to them. I am praying that this accepted by them. This company is the worst. I did everything I was supposed to according to the state of California, but his company doesn't have to play by the rules. I wasted a ton of time and stress dealing with this company. The two people whose names I did write down were XXXX and XXXX.

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