Consumer complaint received 2024-03-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: SELECT PORTFOLIO SERVICING, INC.
State: CO

Complaint narrative:
On XX/XX/XXXX I received the request for mortgage assistance application from Select Portfolio Services. I completed the application an mailed back the the application and hardship letter just as directed to do in the letter that I received. I did this on XX/XX/XXXX. The letter stated I had until XX/XX/XXXX to respond. 

I received a call on XX/XX/XXXX asking if I was going to submit the request for mortgage assistance. I informed the representative on this day that I had mailed in the information on XX/XX/XXXX. The representative advised that I mail in the information again. So I mailed in the request for mortgage assistance ( RMA ) again with my letter. I was told to put " Appeal Letter for Review '' on my hardship letter. I was told this information had to be submitted in writing and I couldn't get it over any other way. I again mail off the information requested. 

I called Select Portfolio Servicing on XX/XX/XXXX ( before the XX/XX/XXXX deadline ) to ask if my applications and letters had been received. Once again I was told no the application I returned on XX/XX/XXXX nor on XX/XX/XXXX had been received. I was told I would now have to overnight the information. On this day I sent the same information. for overnight delivery. On XX/XX/XXXX I called back and was told the information hadn't been added to my account as yet, but I would need to keep an eye out for a response to my request for mortgage assistance. At this time I was also having a problem with the post office returning all of my incoming mail. I asked the representative if all correspondence sent to me would show as it normally does on the dashboard of my online account. I can print and/or view all correspondence sent by SPS on the website. The representative told me yes everything would show on the website. I called back on XX/XX/XXXX and was told my loan was placed on a review hold of some sort on XX/XX/XXXX so that may be the review of my request. He didn't see any other notes about the review hold. I was told to mail in the information again just to be safe. The representative told me to put the loan number on each page that I send to ensure none of the information gets separated. So again on XX/XX/XXXX I mail in the requested information. 

Since XX/XX/XXXX I've monitored the website and checked my mail once I got that situation resolved. I did not receive any correspondence about the status of my assistance request. On XX/XX/XXXX I called the mortgage company 's attorney, XXXX, XXXX and XXXX to inquire about the sale date of my home. The representative at the attorney 's office said the sale date had not been moved as of yet, but there is a hold on the foreclosure. She told me the hold could be because of pending loss mitigation on the loan and for me to contact SPS. I told the attorney 's office that I had applied for assistance and had not heard back. 

I immediately called SPS on XX/XX/XXXX. The first representative I spoke with told me she didn't see record of anything that I submitted. She asked me to email over the request for mortgage assistance that I submitted. I emailed it over to her to XXXX, but while waiting for her to confirm that she received it the call dropped. Despite confirming she had my contact number should the call fail, she didn't call me back as she said she would. So I call back. I got a new representative on the line named XXXX. I was trying to explain the situation to XXXX. She was not as helpful nor professional as the first representative. She continually cut me off and talked over me. She said she didn't see anything that I sent in. Again I explained that the other representative asked me to email in what I had mailed and sent overnight. XXXX 's reply was I don't know why she would have you do that because everything must be received in writing. I respectfully told XXXX I found her to be insensitive and rude. She said she was still reviewing the file. She then said she saw my request for assistance had been denied. I asked if she didn't see my request for assistance that sent in multiple times, what was denied? I restated I sent in an appeal letter for review with the missing information which was just the application. She the told me that just because I submit an appeal doesn't mean SPS would accept it and that request had been denied. At this time I asked if she could connect me with the representative I was speaking with before or a supervisor as the information that she was telling was different than what I was told. She told me no she wouldn't be able to do that. She told me my foreclosure sale date of XX/XX/XXXX was moving forward and that's all she could tell me. I then asked her about the hold that their attorney 's office mentioned to me and why the attorney wasn't aware that the foreclosure was moving forward. She said she didn't know what the attorney 's office didn't know this information and she didn't know anything about a hold. I then asked for a supervisor again. I was so frustrated by this point. I explained to XXXX that she clearly viewed me as just another person on her phone and that this is my whole life that's on the line. She said she would get a supervisor and for me to continue having a wonderful day. My reply back to her was for to please get the supervisor and to please leave the call. She again said " and you continue to have a wonderful day ''. She placed me on hold and then after about XXXX mins the call dropped again. 

I called back on XX/XX/XXXX for a third time. I spoke with XXXX and informed her of the conversations I had with XXXX. She immediately got a supervisor on the line. I didn't have to hold and for the first time on that day the call did not drop. The supervisor I spoke with said that there wasn't record of me sending anything in. He also mentioned that a letter went out on XX/XX/XXXX stating the request for assistance had not been received and it was closed. He then told me I had options of cash for keys or I could try to sell my house in 5 days before the foreclosure. He further told me that there was nothing that SPS could do for me. My question to him was if SPS knew this all along why was I repeatedly told to submit the request for mortgage assistance document if even without receiving the request he knew SPS wouldn't/could n't do anything to assist me? He told me SPS does not want to foreclose on my home. I explain that I have tried everything to save my home. I filed bankruptcy and SPS fought to be removed from relief of stay at that time as well. So it appears that SPS absolutely wants to foreclose on my home. I asked if the RMA wasn't really an option why it would even be presented to me. How could I be denied assistance if by their records I didn't apply for assistance? I asked him why the letter dated XX/XX/XXXX was not listed on the website and why i hadn't received it. I also asked about the foreclosure hold that the attorney representative mentioned to me. He didn't have any answers for me, but said he would ask and call me back. I told him that I was so confused and frustrated that I was going to contact the CFPB as I didn't know what to believe or what was actually my status. At that time he told me I could write a dispute letter explaining everything and to send that along with the request for mortgage assistance information that I had previously submitted. He said I could email that information over. He said this would not be a resolution but would be something that I could try. I did this on Friday. I received a confirmation email stating my email had been received by SPS. I have go round and round with this company. I don't understand their processes and procedures. Everything I have been instructed to do have done, only to be told my information was never received and I was denied. I don't know if my home will. be foreclosed this Wednesday, I don't know anything. I have not been able to sleep. or eat due to the amount of stress this entire situation has caused. I went to the XXXX  on Saturday morning with XXXX XXXX XXXX XXXXXXXX XXXX XXXX I ask for assistance and guidance from this body as I don't know how else to communicate or interact with this company. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX CO XXXX XXXX

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