Consumer complaint received 2024-10-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: SELECT PORTFOLIO SERVICING, INC.
State: VA

Complaint narrative:
Select Portfolio Servicing , Inc. has continued the foreclosure process even though my mortgage assistance application is in review. 

I contacted Select Portfolio Servicing, IncXXXX in XX/XX/year> regarding my mortgage. XX/XX/year> was the first missed payment. I sent the mortgage assistance application to SPS multiple times before it was deemed complete in XXXX. SPS sent me a letter dated XX/XX/year> that reads the following : " SPS received your complete Assistance Review Application, including all required information and documentation necessary to evaluate your account for loss mitigation assistance on XX/XX/year> ''. 

The review for assistance began in XXXX. SPS started the foreclosure process while the assistance application was under review. SPS sent me a letter dated XX/XX/year> that reads your mortgage has been referred for legal action. My assistance application was still under review at that point and is still under review. It's been more than 30 days since the start of the review, and I haven't received a decision regarding the loan modification. 

SPS has continued with the foreclosure process even while the application is under review. 

SPS has referred the mortgage to an attorney, and I received a notice from the attorney on XX/XX/year>. 

SPS has repeatedly asked me about the religious contribution amount on the application. On the application I wrote 10 %, but SPS stated they needed a number. SPS asked about the religious contribution three times, and I called SPS and gave them the same number three times ( XX/XX/year>, XX/XX/year>, and again on XX/XX/year> ). The last time SPS called me was on XX/XX/year>. 

Since SPS kept asking the same question over and over regarding the religious contribution amount, I re-submitted the mortgage assistance application on XX/XX/year> ( the day after I gave them the religious contribution number over the phone ) with the same number amount ( next to religious contributions ) that I repeatedly told representatives over the phone. 

When I re-submitted the application with the religious contribution amount that SPS kept asking me about, I stopped hearing from them. I've called SPS multiple times since then to get an update on the application, and I've been told repeatedly by representatives that the application hasn't been reviewed. It's been almost 4 weeks since I re-submitted the application, and it still hasn't been reviewed. 

Representatives have told me that alerts have been placed on the application so that Underwriting will review the application, but the re-submitted application still has not been reviewed. A supervisor told me she would escalate the matter, but the application still hasn't been reviewed, and I learned later that the supervisor never escalated the matter. It appears that SPS doesn't want to modify the loan and that they want to foreclose. 

I also contacted SPS ' ombudsman for assistance. My assistance application still hasn't been reviewed even after the ombudsman also placed an alert on the application. 

When SPS referred the mortgage for legal action, they also sent a notice to my homeowner 's insurance company. The insurance company sent me a notice regarding the property being vacant. The insurance company believed that the property was vacant due to the notice SPS sent them. I had to call them and inform them that the property was not vacant. 

On XX/XX/year>, SPS had a door tag placed on my door that reads " Let us help you explore your options! ... SPS, your mortgage servicer, is unable to contact you ... '' That is a lie. SPS has not contacted me nor tried to contact me since almost a month ago on XX/XX/year>. 

SPS should have stopped the foreclosure process once the application was under review, but they didn't, and they've broken the law. 

SPS didn't give an answer in the 30-day time period. 

SPS needs to stop the foreclosure process since my application is under review, and SPS needs to be held accountable for breaking the law and face the penalty ( ies ) for breaking the law.

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