Consumer complaint received 2017-03-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
I 'm XXXX ... .after 3 years of fight ... I am left full of XXXX and XXXX regarding my home I worked so hard for. In XX/XX/XXXX I was approved with XXXX for a loan mod. I was very pleased with this mod as it was affordable. I paid 3 trial payments to XXXX and I was on track to a promising future with my home. THEN THE TROUBLE SET IN. My file was sent to SPS servicing following me making my 3 trial offer payments. As soon as I found out my file transferred lenders I called SPS to make a payment and they said I was not approved for my mod and that I would have to start the process ALL OVER AGAIN! I was FLOORED!!! I tried to contact management, I called profusely everyday to see what I could do to preserve my fully approved mod with XXXX ... .and nothing ... I got the ultimate run around. I have been calling, faxing, emailing, mailing letters to SPS pleading my case and my pleas have all gone unanswered. I have spoke with Manager after Manager, customer service reps and non of them were able to assist, I finally was able to speak with a rep who forwarded me to Onbudsman department and they reviewed the case, but they do not want to honor the mod because they stated too much time has passed. In my mind it was only yesterday the mod was approved. After my investigation I found that SPS had sent the final mod documents to the wrong address. They failed to type the suite number and therefore I was not able to receive the modification documents on time. I never had the opportunity to sign my docs and my heart, my mind and my soul knows I was wronged. Had I been given the chance and the opportunity to sign I would have. I paid the 3 trial epayments happily and was so excited about the mod and my new life. You see, I was in the process of divorce. I was starting life over and on my own I could afford the XXXX payment. I was moving forward and not looking back. I had XXXX kids and could raise my family in this home and afford it. I can not explain to you the relief I had after receiving my approval. Since working with SPS I have been nothing but XXXX to the max. I have gained XXXX my life is full of XXXX and I feel XXXX. I have called upon resource after resource, I have written extensive letters to SPS I am at my wits end. ... I went through a Financial Literacy training at my church. We had a lady come in from the CFPB. She provided us a book that says TRAIN THE TRAINER. I took that course and in the book I found your information. Shortly after I took the course XXXX came for a visit to XXXX where he was called upon by XXXX and XXXX. XXXX stated that if we needed anything to call his office. We even took pictures with XXXX while he was here. I XXXX that my case reaches you in enough time. I have been wronged and I know it. I have been fighting for 3 years now and I did not know of the CFPB until you came to my church. I thank the XXXX for bringing your organization into our church and into my life. Please contact SPS and ask them for the records where I have been calling them for the past 3 years. I have gotten no where ... but I hope you can get the records from them. You will see I have been relentless in contacting them. Please help ....

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