Consumer complaint received 2022-05-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: NV

Complaint narrative:
Since XXXX of XXXX, after hardships related to COVID and abandonment, ( now 3 years ) of my spouse, I started to experience financial hardships and struggled to keep up with my mortgage. From the beginning of this hardship period, I've been mislead, jerked around, been given little to no help, offers to rectify and aide my situation. I've never been clear on anything talking to under qualified and limited information customer service rep. 's at SPS. I was not offered any programs or given any information about services I could potentially qualify for. I made it clear I did not understand where I was at and fees or penalties accruing on my mortgage. I felt at that point I was severely jerked around and taken advantage of as my home has a good deal of equity I feel it became predatory at that point and their object was to make it difficult for me to gain rights to my home forcing me out. I asked about a forbearance, and from XX/XX/XXXX until XX/XX/XXXX I was unclear and did not even know if I was in forbearance until my daughter in law called and spoke for me trying to clear up confusion and at that point we then found out they had placed forbearance in place XXXX XXXX. My daughter in law had just weeks before gone on the SPS website submitting a letter to request help and requesting a loan modification further explaining my situation. I did not hear from SPS, no one let me know any consideration of anything was being made. No one offered me options, no one discussed anything with me further to see what would benefit me or what I could afford or anything. Instead I am told I have 3 months to figure it out and balloon payment would be due. I asked about the short time frame and got a full run around of a conversation I was completely lost in and very confused. They were impatient and not willing to take the time to explain procedures or benefits to programs that I would be able to afford and keep my home. I continuously receive phone calls wanting money they know I cant possibly come up with as this has been stated from the beginning. I get statements that are confusing with large chunks of money being demanded and still not options or help of any kind. This XX/XX/XXXX, while believing I was at the end of forbearance, I found out that they had drained my entire bank account of the only monies I receive to live on from Social Security of {$850.00} a month, ( I am suing my spouse for support and have started court proceedings last month. ), leaving me not a penny, no notification they were going to do this leaving me completely devastated not able to buy food, medications needed, nothing what so ever. So I feel nothing has been accomplished other than their intentions of forcing me out of my home and taking advantage of a devastated senior and bullying me for the rights to my homes equity. I pleaded my heart out to them explaining my devastation, needs, and to hear absolutely nothing was not only embarrassing but devastating as it was my last hope. This has caused great stress further causing complications to my health and suffering.

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