Consumer complaint received 2025-03-17 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: TX

Complaint narrative:
In XX/XX/XXXX just after we were hit with hurricane Beryl, which knocked out power to both my home and business, I contacted SPS Servicing about mortgage assistance. We were having to spend money to stay elsewhere and eat out while my business was closed for two weeks and unable to generate any income. I spoke to three different people over at least two different phone calls regarding this. I was told to stop payment on my auto pay that had already been generated or else they couldnt enter the deferment. I stopped payment as directed and then called them once this was done, as instructed. At no point was I ever told if I accepted the assistance that I would 1 ) be required to pay all three mortgage payments at the end of XXXXXXXX or 2 ) that I would have to requalify for my mortgage. I emailed my relationship manager, XXXX, about a week after this occurred to ask questions about when the payments would be do, etc, but received no response. I wasnt until I received a letter in XXXX that I learned I would owe three payments by the end of XXXX. Had I known this, I would have never accepted the mortgage assistance. I completed the application as instructed, apparently to requalify for my own house, and I checked the box that I receive a paycheck from a company because I do. I then supplied all requested documents, many of which applied to someone who is classified as self employed. I sent 16 emails between XX/XX/XXXXXXXX XXXX XXXX only to log into the portal each time to see they were still missing items. Meanwhile they were reporting me delinquent to the credit bureaus. Prior to all of this I had a 100 % perfect payment history with them and also with the previous servicer. In addition to the emails, Ive spent hours in the phone. I have repeatedly explained I am an employee of the corporation I own. I have repeatedly sent in check stubs, my W-2, and my tax returns, all showing my designation as an employee only to be asked again and again for documentation relating to being self employed, including my Profit Loss statements for my business. The most curious question on the XXXX & XXXX was do the employee wages on the XXXX & XXXX below to the employee or the employer? What does that even mean? When I called they would just ask me this same question on the phone. Their ignorance and total ineptness has caused this process to drag on and on and on and my credit is being ruined in the process as they continue to report me 120 days late to the credit bureaus, all for something that 1 ) had they told me the truth about the assistance in the first place I would have never done it and 2 ) had the paperwork been processed appropriately from the beginning, this could have been resolved in XXXX or XX/XX/XXXX. In my most recent call with them last week their rep indicated this has not been handled correctly from the beginning and that I am an employee so they should have never asked me for tax forms and XXXX XXXX XXXX statements related to self employment. The next time I logged in it claimed my paperwork was finally complete - after 4 months! They have caused my XXXX XXXX to drop over XXXX XXXX

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