Consumer complaint received 2025-12-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: SELECT PORTFOLIO SERVICING, INC.
State: NY

Complaint narrative:
Complaint Summary : Prolonged Loan Modification Delays, Repeated Documentation Requests, and Servicing Misconduct Servicer : Select Portfolio Servicing ( SPS ) Current Loan Owner : XXXX Prior Loan Owners : XXXX  XXXX XXXX XXXX Overview My husband and I are submitting this complaint due to prolonged delays, repeated and duplicative documentation requests, lack of transparency, and distressing treatment during an ongoing loan modification review with Select Portfolio Servicing ( SPS ). We are concerned that the manner in which our requests have been handled reflects a breakdown in the loss-mitigation process and has unnecessarily escalated our loan toward default rather than being evaluated in good faith. 

Background and Payment History This is our first home. 

-We have more than 17 years of on-time mortgage payments with no late payments prior to a temporary, COVID-related income disruption. 
-Our mortgage originated with XXXX, was later transferred to XXXX XXXX XXXX and is now owned by XXXX and serviced by SPS . 
-We have consistently acted in good faith and maintained communication with the servicer. 
-My husband is a public school teacher, and I work for a nonprofit organization. 

Timeline of Events XX/XX/year> : We submitted our initial loan modification application due to a temporary loss of income. 

XXXX XXXX  : SPS made several requests for additional documentation related to this application, which we provided. 

XX/XX/year> : The initial application was denied. 

XXXX XXXX  : We sought to appeal the denial. SPS informed us that the appeal would be treated as a new application, and a new loan modification case was opened in XX/XX/year>. 

XX/XX/year> : By this time, both my spouse and I had returned to full-time employment, and we resumed making regular mortgage payments, which SPS accepted and which we continue to make. 

Despite resuming payments, we requested that the approximately XXXX months of missed payments during the income disruption be placed at the end of the loan, not forgiven. 

XXXX XXXX : The new loan modification application has remained open for more than XXXX months with no final determination. 

Missing Records From Initial Application After the new application was opened in XXXX, we discovered that all documentation and correspondence associated with our original XXXX XXXX  loan modification application had been removed from our online SPS portal. Only records related to the XXXX application remain visible. As a result, the documentation we are able to submit begins in XX/XX/year>. We are now actively downloading and preserving all correspondence currently accessible to us. 

Core Issues and Concerns XXXX. Repeated and Duplicative Documentation Requests SPS has repeatedly requested documents that we have already submitted multiple times. After each submission, we ask whether anything further is required and are told no, only to receive new notices days later stating that additional or previously submitted documents are missing. SPS has not provided a single, comprehensive list of required documents. 

XXXX. Ongoing Confusion Regarding Income ( Despite Repeated Submissions ) There appears to be persistent confusion regarding our income despite extensive documentation : My husbands base XXXX salary is supplemented by XXXX XXXX XXXX XXXX XXXX XXXX 

I was working part-time at a XXXX  while also working XXXX XXXX XXXX XXXX XXXX before receiving a XXXX XXXX XXXX 
We have repeatedly submitted offer letters, pay stubs, and income documentation reflecting these roles. Despite this, SPS continues to request the same information without explanation or acknowledgment of prior submissions. 

XXXX. Lack of Access to the Actual Loan Reviewer We are not permitted to speak with the individual or team reviewing our loan. All communication occurs through customer service representatives who can not confirm whether documents have been fully reviewed and will not connect us to a decision-maker, making it difficult to resolve issues. 

XXXX. Distressing and Dehumanizing Treatment When contacting SPS to submit documents or request updates, representatives repeatedly and aggressively emphasize that we are in default, even when the purpose of the call is compliance. The tone has often been rude and dismissive, which is distressing given our long payment history and cooperation. 

5. Conflicting Information About Equity Before requesting a modification, we inquired about refinancing or borrowing against our principal, believing we had equity after more than 17 years of payments. SPS informed us that we had no equity because the loan had been sold to XXXX, which was confusing and insufficiently explained. 

Housing Advocate and Legal Involvement We are working with a Housing Advocate, who has stated that they are familiar with SPS and have seen multiple complaints involving similar servicing conduct. Due to the seriousness of the situation and the risk of losing our home, the Housing Advocate has also notified a pro bono attorney to assist us.

Closing We are not seeking forgiveness of our obligations. We resumed payments as soon as our income stabilized and have complied with every request made of us. We are seeking fair treatment, transparency, and a timely resolution, and we want our loan modification request evaluated lawfully and in good faith without unnecessary delay or escalation.

Company response to consumer: Closed with explanation