Consumer complaint received 2025-12-01 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: FL

Complaint narrative:
Good morning, I am writing to request your immediate assistance regarding serious servicing errors with my loan, now handled by SPS Servicing. 

I have been the confirmed Successor in Interest ( SII ) on this account since XXXX. My loan modification assumption was approved by XXXX XXXX on XX/XX/XXXX, after a full financial review in my name as the SII ( see attached missing document letter confirming documents were mine not my ex spouse XXXX XXXX ). XXXX XXXX had advised me the approval was granted as an exception by you as well since the payment amount did not decrease. I completed all required trial payments from XX/XX/XXXX through XX/XX/XXXX, and subsequently made both my XX/XX/XXXX and XX/XX/XXXX payments. 

On XX/XX/XXXX, my loan was transferred to SPS Servicing, and since that date, the experience has been unacceptable. SPS initially refused to communicate with me until I again submitted SII verification and documentation they should have already received. They also had no record of the approved modification trial, which I had to personally prove through repeated submissions of documents and payment records. After extensive effort, SPS finally confirmed me as the official SII on XX/XX/XXXX ( confirmation attached ). 

Despite this, SPS continued to mishandle my account. On XX/XX/XXXX, they sent me modification documents still listing my ex-spouse, XXXX, as the borrower. I immediately contacted them and was told the issue would be escalated to underwriting for correction. Instead of receiving corrected documents, I discovered yesterday that SPS had issued a loan modification denial ( attached ), claiming : SPS previously received your request for loss mitigation assistance, but we now consider the assistance request withdrawn... The only home retention option available to any successor in interest is an Assumption. 

This statement is completely inaccurate. My assumption and modification were already reviewed and approved by XXXX XXXX and by your office. I have fulfilled all requirements, completed the trial period successfully and, and continued to make every payment on time. SPSs actions are not only improper but are putting my approved modificationand my homeat risk. I will be attaching the UBAF, assumption request form, and incomplete notice from XXXX XXXX which is clearly shows all of my information being requested and utilized to approve the mod trial. 

Now SPS is making me start the process all over again because they are stating XXXX XXXX did not approve this correctly when they had it. 

I have acted in full compliance and good faith throughout this process, while SPS has failed repeatedly to manage this transfer responsibly. Their errors and delays are causing significant stress and harm. I am asking for your immediate intervention to ensure this matter is corrected and the approved modification is honored without further delay.

Company response to consumer: Closed with explanation