Consumer complaint received 2025-10-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: SELECT PORTFOLIO SERVICING, INC.
State: IL

Complaint narrative:
I started requesting a reinstatement amount from our lender, Select Portfolio Services Inc ( SPS ) on XX/XX/year>. I called the lender and requested a reinstatement amount that was good until XX/XX/year>, or as late as possible because we had court for mitigation set on XX/XX/year>. The lender representative said they could only order a copy of it to be mailed directly to our home address and it would take 7-10 business days. On XX/XX/year> I still had not received anything from SPS in the mail. I called them back and they stated they never ordered the letter and apologized and said they would order a new one for me. Again stating it would take 7-10 business days. XX/XX/year> came and I still had not received anything from SPS. I called again an requested the letter. They said they sent one but did not know why we didn't receive it. The representative from SPS ordered another letter for us. We finally received the letter on XXXXXXXX XXXX XXXX. The figure was only good until the XXXX however, the lender stated we could just add per diem interest through the date we needed it. We appeared in court on XX/XX/year> with the letter and the court appointed mitigation representative said the letter could not be used because it was expired. We had ordered funds from our XXXXXXXX XXXX  to cover the amount on the letter. It was in the process of being approved and wired out. The court representative put us in touch with XXXX, XXXX, XXXX, XXXX XXXX the law firm handling our case. We emailed XXXX directly from court requesting an updated figure for our case. We received a response on XX/XX/year> that they could not process our request at the time because our loan sale from XXXX XXXX  to Select Portfolio Services had not gone through yet. I responded immediately stating my confusion because SPS had already started sending payment letters and the original reinstatement came directly from SPS prior to our court date, we just needed an updated figure good until XX/XX/year> per the representative at court. XXXXXXXX XXXX responded again that they still could not provide us with a figure due to the sale not being finalized. I personally called SPS and spoke to them on the XXXX of XXXX and they stated that our loan had been finalized since the end of XXXX. I asked for an updated reinstatement figure directly from the bank that day as well. On XX/XX/XXXX I sent an email to the attorney office checking the status of the new letter and received the same response. They could not order it because our loan sale was not finalized. On XX/XX/year> I emailed again and got the same response. I ended up getting a final payoff letter in the mail on the XXXX XXXX  XXXX, which for not a reinstatement but a full payoff for the amount of the loan. I emailed XXXX again and stated my confusion because they say they can't help us because out loan has not finalized but obviously SPS is servicing our loan and sent the letter, the wrong one, but a letter none the less. Today, XX/XX/year>, XXXX XXXX XXXX sent us a total loan payoff letter via email. Once again not the correct document because we have stated over and over again we need a reinstatement letter. I responded and asked for the correct letter to please be sent to us as soon as possible. We have to submit the figure, get it approved and then order the funds from our XXXX company. We explained all of this to XXXX in emails every time. Now our court date is on the XXXX of XX/XX/year> and we still have no figure to submit to our XXXX company. So when we go to court on the XXXX we will not have things rectified as we hoped. We are beyond disappointed and frustrated with both SPS and XXXX XXXX XXXX

Company response to consumer: Closed with explanation