Consumer complaint received 2021-09-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MN

Complaint narrative:
I had gotten behind on my mortgage payments and in XXXX, SPS offered me a loan forbearance plan for five months, thru XXXX and then as the Covid-19 virus continued to rage on, they offered me a loan modification program, each time I had to fill out multiple application forms and send in much documentation, by mail and uploaded online at their website, that they requested to review and decide if I qualified for each plan. I received many confusing-contradictory letters in the mail during the XXXX, XXXX and XXXX time period. I also called and talked with various people ( sadly, never the same person and never a manager or higher, even though I asked ) regarding the letters that were sometimes contradictory and arrived only a few days apart. Each time I called and talked with someone, the calls were supposed to be recorded, and each time I made sure the person was taking good notes of our conversations, but according to them, their call logs do not show all of the calls that my cell phone log shows were made to them. When I called in XXXX and made sure that they had all of the requested-required documents and more, I also asked on several calls if they received and could read all uploaded documents too. I also asked why I had to send them a Certified Bank ( actually a XXXX XXXX XXXX ( XXXX ), in my case ) Check from my Checking Account instead of the much safer and much faster, and more consistent, Automated Clearing House ( ACH ) withdrawal from my XXXX. Checking Account? In many of their letters they often mentioned it and had me fill out the ACH form they sent me too. A few people I talked with acted like they had heard differently and that I was not allowed to use ACH as a method of payment and I had to remind them that they had mentioned it routinely in their letters and had sent the ACH form to me in the packet of documentation they requested and reminded them that I had completed the ACH form properly, uploaded it to the SPS web site and that it could be viewed and that they could easily read it and accurately use it to make my mtg. payments. So, on a final call to them in early XXXX, I finally got tired of their inconsistency and I asked them if I got the Certified Bank Check and mailed it to them would they be OK ; and, they stated that that would work just fine ; so, I asked my XXXX to withdraw the exact amount of money that SPS asked for in the payment modification plan, picked it up and mailed the Certified Check from my Checking Account and then called them a week later ( before the XXXX deadline they mentioned to me ) and verified that they had received it, credited the amount into my mortgage payment account with them. I also emphasized on this and on multiple other calls that they were to make the remaining payments using ACH directly from my XXXX. Checking Account based on the uploaded ACH info they verified they had and could read. I then did not hear from them until XXXX when they stated that I did not make the remaining two payments, and even mentioned in the letter that they were canceling the remaining electronic payments for the modification program. I called them and again emphasized that they had the appropriate ACH information ; that I had verified that they had it and that they could read the data and that it was correct. Some of their people ( on different calls ) wouldn't admit that they screwed up and tried to state that I was supposed to send all of my payments in the form of a Certified check -- none of the letters I received stated that. I consistently denied this and several of their people agreed that they had everything they needed and that the offer to use ACH for my payments after the first payment was legitimate and they would investigate to find out why payments were not made by them. Then I was later told that they would officially open a case to check out what was going on and that it would take 30 days to resolve everything, one way or another. I stated that I didn't care if it took the full 30 days to fix their broken, corrupt-inconsistent policies and procedures, but that they better get my XXXX and XXXX payments withdrawn from my XXXX. Checking Account by ACH within the first week to two weeks maximum ; and, I also mentioned each time I called that they also had to contact my primary residence insurance company and tell them that they were not foreclosing on my property and also that they must contact my County Tax officials and clear things up there too and the multiple Credit Bureaus also. It has now been well past the 30 days and they have failed to make even one of the ACH withdrawals for the now three missed mortgage modification payments-for XXXX, XXXX and XXXX and I called on XXXX and stated to the person that if they didn't make all of those payments by ACH within the next week, I was going to pursue all avenues to bring to light across all media avenues their corrupt-scam like-very broken procedures. I even offered that they could hire me and use my services, and that I will come in and make the ACH payments and clean up all of the lousy-broken inconsistent procedures and policies and gain some consistency across the entire country for them, because I also found out that they were treating other people horribly too, across multiple States and that I could do it in far less than 30 days.

Company response to consumer: Closed with explanation