Consumer complaint received 2025-05-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: SELECT PORTFOLIO SERVICING, INC.
State: GA

Complaint narrative:
The issue with SPS began nearly XXXX  months ago. I currently reside in the home that the mortgage was taken out for. The mortgage on my home is currently in my deceased XXXX XXXX name. When we first purchased the home, my XXXX helped us acquire it by taking a loan out in his name. The payments for those loans come from my XXXX XXXX account, and I have for several years. Several years before my fatXXXX passed, he signed the title of the house over to my ex-wife ( who was my wife at the time ) while I was out of the country on XXXX. My XXXX has since passed, and my then-wife and I are now divorced. Following our divorce, the COURT ( the superior court of XXXX XXXX ) transferred the title of the home to my name with the order that a portion of its value be paid to my now ex-wife. So, I began the process of assuming the loan on my home so that it could be refinanced. THIS process has been the single most time-consuming, frustrating, and ridiculous experience I have ever had the displeasure of going through. We have been loyal customers, paying the loan monthly, on-time for YEARS. When I first called ( XXXX week of XX/XX/year> ) to figure out how to assume the loan, SPS ended up sending a letter requesting the current deed to the home and an official death certificate. My XXXX  died in XXXX, so the certificate was, of course, in XXXX ; however, I preemptively sent a certified translation of the official XXXX death certificate. After waiting several days to hear back, I received another letter requesting the SAME EXACT documents that I had just SPENT MONEY to fax. Upon calling, I discovered that someone ( who only spoke XXXX ) had taken XXXX look at the XXXX  death certificate ( page XXXX of the fax ) and said they couldn't read it due to it not being in XXXX. If they had only scrolled to view the entire fax... they would have clearly seen the certified translation. I mentioned this while on the phone with a XXXX, and they admitted that the employee that reviewed the document must have seen XXXX and not even scrolled to the next page. That, to me, screams blatant racism and negligence. So I was told they would re-submit it for review. But AGAIN, a few days later, I received another letter requesting the SAME documents. So I called. The fax was now apparently blurry, although on my previous phone call, this was not mentioned to me. But I obliged and emailed the documents this time, per their request. I received ANOTHER letter in the mail saying they needed documentation in order for me to assume the loan. This occurred several more times, each time with some excuse or another that kept preventing me from moving the process forward. Then, they requested the original title transfer from my XXXX  to my ex-wife. The reason for this? I was never made aware. The current deed that transfers ownership to me from my ex-wife could only have been legalized by the court if the XXXX had proof that the house was even in my wife 's name/ownership to begin with. Now, it seems they are questioning the validity of the documents I am sending? So I sent it and waited. I received XXXX letter in the mail requesting documentation. They STILL refuse to allow me to assume the loan and have now put me in contempt of court, as I can not refinance until I have assumed this mortgage. I called again. I was not given a clear answer as to WHY, with ALL the documentation, they requested that I STILL can not assume the loan from my XXXX XXXX. I, also, can not tell you how many times I have been asked for authorization from my faXXXX to transfer the loan. My XXXX.. who is DXXXX. There seems to be no organization, no sense of urgency or empathy within this company. I have more than complied and have received nothing in return. I have also sent the official court order stating that I am required to pay my ex-wife a portion of the value of the home. Moving is not an option for us at the moment, so refinancing is our only route. Even with this document, nothing has been done. Nothing is moving forward, and apparently, no one has any authority to do anything about this. I am beyond frustrated and beginning to believe that this is due to the XXXX origins of my name and that this is a blatant show of discrimination. It has been excuse after excuse, with no real reason as to WHY I can not assume this loan. Unacceptable. What an awful organization. All of my statements can be verified by phone call, email, and fax records. Additionally, the organization claims to record the phone calls and have notes of each interaction on what I assume is my chart or file if this needs to be verified.

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