Consumer complaint received 2019-05-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
In XX/XX/2019, I requested a loan modification with SPS ( Select Portfolio Servicing ) due to my income being slashed over {$40000.00}. per year due to an employee restructure.

I submitted my YTD pay stubs and a letter from my employer indicating my new pay rate was changed to {$80000.00} per year an that I went from being a XXXX to an XXXX XXXX with no possibility of over-time. 

At the beginning of the year the company I work for overpaid me and the amount was reversed but the result was my YTD reflects an incorrect inflated amount. Due to book keeping reasons the YTD was not reversed even though the money was and the payroll manager send a letter of explanation. 

On XX/XX/2019 SPS denied a modification based on the incorrect income. SPS calculated my income at XXXX per month but I get paid 26 payments of {$3000.00}. for a total of XXXX per month. On XX/XX/2019 the day I received a denial, I sent in an appeal letter with supporting documentation proving the amount calculated by SPS was incorrect. On XX/XX/2019 a letter was sent tome I received on XX/XX/2019 again denying a mod or recast and was still basing the denial on the incorrect income calculated by SPS. I called in for an appeal and to ask for the income to be calculated correctly, but the manager XXXX XXXX ID XXXX refused to accept the letter from XXXX 's payroll manager and basically treated me as if I were a liar. I asked for his supervisor to call me but I did not received a call back. I again called and a customer service rep XXXX reviewed, agreed there was an error, she took it to Mr. XXXX but he would not listen. 
SPS refuses to take the letter of explanation or the proof of each paycheck showing the close in the gap created by the incorrect overage.

Letters of explanation are used all the time by others, so I am not being treated equally when clearly I have supporting documentation for the letter. It is an unreasonable request by SPS to ask XXXX to change the YTD as it affects the entire corporation. The payroll manager of XXXX has written several letters trying to explain but SPS will not consider. I believe I am being unfairly denied as the information I provided is in line with what has been used by others for consideration of a modification or recast.

I have proof of every deposit being the same, proof of the reversal in my bank account., proof of my reduced annual salary. I was trying to circumvent late payments but since it took 3 months for SPS to deny my request, now my credit cards are maxed, I have had some late payments making a refinance impossible. 

My PITI on the first is XXXX and the second is {$330.00} = {$2500.00} after taxes my take home is {$3500.00}. This does not leave enough for groceries, utilities and car insurance let alone credit cards and student loans. 

Any assistance would be greatly appreciated.

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