Consumer complaint received 2018-08-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MA

Complaint narrative:
The short sale review process for this particular loan has been very tedious with SPS. We submitted an offer for the property in XX/XX/XXXX and was initially told that the Investor for the loan did not agree to interior valuations and solely relied on exterior valuations that amounted to $ XXXX. We submitted a value dispute on XX/XX/XXXX and was told by early XXXX that an interior valuation would be ordered based on the value dispute packet we sent. The property is in disrepair and needs not only foundational, roof and interior work ( walls, cleanup, etc ) but the garage is completely filled floor to ceiling with used auto parts, car oil that has not been properly disposed as well as other toxic contaminants from used automobile parts that have been stored in that garage for years. These pose a biohazard risk that not only affect the property, but the value of the property since the Buyer is more than willing to remedy these repairs once he buys the house. On XX/XX/XXXX, After letting us know that an interior value was to be ordered and all we had to do was wait for a phonecall, I continually followed up with SPS and asked them for the name of the BPO Agent that the valuation was assigned to. It took them 2 weeks to get me this information, despite the sense of urgency that I relayed to them. When I did get the BPO Agent 's contact, I contacted him immediately and connected him with the Listing agent who handles access to the house so they can schedule the interior valuation. The listing agent was successful in connecting with the BPO Agent but as soon as they scheduled an interior BPO, the BPO Agent stated that SPS had cancelled the order ( XX/XX/XXXX ). I called in to SPS Ombudsman immediately and spoke to XXXX XXXX and asked if we could get the interior value re-ordered since it was never fulfilled and we had insistently pursued this interior valuation for weeks until SPS bothered to give us the BPO Agent 's contact information. What's more the BPO Agent stated that he was calling a number that was not our office or my direct line and leaving messages at a number that has no connection to XXXX XXXX XXXXXXXX, XXXX. I explained this predicament to the SPS Ombudsman rep, who told me that they would not re-order the value because on XX/XX/XXXX, the value order was apparently cancelled, a variation had been done on the value and found no objections to the drive-by value of $ XXXX. What's more, I was told at that moment, one month later, that as of XX/XX/XXXX, the short sale had been declined and we needed to come up to the offer of $ XXXX. This is a vast difference of the information that the Ombudsman department had told me for an entire month regarding the file 's status. We were never told that the offer was declined and we were never told that the interior valuation had been cancelled for an entire mont. I explained that on that very same day of XX/XX/XXXX, I spoke to a representative named XXXX also in the Ombudsman Department that told me the exact opposite. Despite all this explanation, XXXX, the Ombudsman rep ignored all my requests to escalate the matter and ignored all my requests to speak to a Supervisor and kept saying her Supervisor was in a meeting and did not know when we was available. It's inconceivable that a homeowner be treated in this manner and denied a chance to short sale the home based on incomplete analysis of the house.

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