Consumer complaint received 2022-02-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
I requested assistance from my lender and have been verbally advised that they are refusing to even acknowledge my documentation. They say I have no options. I do not have the covid assistance option even though my immediate family has passed and I am out of town as I write this up. Even though per the website, I qualify for the streamline, they stated they will NOT look at my 2 page applications that does not even require any documentation..

I am being denied any assistance based on the opinions of someone who is sitting at home collecting a paycheck. I have called numerous times and each time I was told " your home is selling and next time you call in just call the REO department. '' I was told " your home is selling stop calling us we are not going to help you. " I was told " XXXX XXXX XXXX ( the investor ) wants your home and they are not helping you. '' I was told " XXXX XXXX has not even looked at your paperwork, they do not help people like you. '' I can't believe that I call SPS and am treated this way. At this point I think I feel as if I am being discriminated against based on my race, ethnicity, language, and national origin. There is no valid reason why I should be denied any type of assistance. 
I did also advise SPS that I was approved for a new loan. I did request the payoff back in XXXX as I started the refi process, however it has since expired and I was told it was " too late we are taking your home ''. I should have been advise bank when I first started looking into the refinance, etc, that I could have applied for a loan modification to keep my home.. Civil Code section XXXX states-Guaranteed single point of contact : If you ask for a loan modification or other foreclosure-prevention option, your servicer must assign you a specific person or team who can walk you through application requirements and deadlines, knows the facts and status of your application, including missing documents needed to complete your application, and can get you a decision on your application. I was never advised of the streamline 2 page package. I found it on my own! 
I have called numerous time regarding attempts to retain my home. In CA, as long as my package was in 7 days before the sale date I should have been reviewed. 

Also, Please see attached loan approval that I finally received. Escrow is also open ( see attached ) My main goal was to try to keep the property, however, SPS flat out refused me every time Ive called. Who are these people to make such accusations or comments on any of those things. The blatant disregard, the rudeness, and the lack of compassion for my situation is horrid. Why would SPS/ XXXX not to want to be paid in full. 
The number of times that I have called in should extinguish any excuse for the type of behavior I had to endure. 
There is no tangible reason why I can't receive assistance. I have asked why I am being denied assistance and never once got a clear reason and was told nothing other than the insults regarding my situation by SPS employees. I have asked for a supervisor on numerous occasion and I was always told there were in a meeting or that the employee was unsupervised at the time. The way I have been treated is unacceptable.

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