Consumer complaint received 2019-02-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: NY

Complaint narrative:
I want to express my frustration in working on a Loan Modification with Select Portfolio and XXXX XXXX XXXX XXXX  as an investor on my Mortgage. This process started back in XXXX with a simple request of a Loan Modification due to the fact that I was facing a Hardship.At the moment of my Hardship, I advise Select Portfolio with help because my company was experiencing an extreme Hardship and I could no longer afford my payments. To make matters worst, my husband, became XXXX and was forced to retired. His income no longer became available to the house and forced us to stop making payments. After being reviewed from XXXX to XXXX, they finally agreed to approved me with a trial payments that started from XX/XX/XXXX to XX/XX/XXXX. When I was approved, I had a problem with the second payment which they could not withdraw on time but they did not tell me anything about it until XXXX. In XXXX, a representative told me if I send both XXXX and XXXX payment together, I can comply with the trial. On XX/XX/XXXX, I executed the payment. Once the payment was withdrawn from SPS, they decided to send me a denial letter that they denied me the Loan Modification based on the fact that payments were not received on time. I feel like I was scammed by SPS by them advising to send the payments and then decide to deny me once they receive those payments. Thats when the real problem began. Ever since that denial, SPS has reopen many times a Loan Modification and then Denied me because the Investor XXXX XXXX   XXXX XXXX advises they dont want to move forward with the Loan Modification. Then they send me a letter stating they can help save the house, we reopen a case and month later they denied the Loan Modification based on investor XXXX XXXX XXXX XXXX denying the Loan Modification. They have done the same process for about 5 times. I dont understand how a company can reopen the case, send me letters that we would like to help you save your house through a Loan Modification, and then deny the process. Until last year, they approved me for a repayment plan. The approved me on a balance to be paid back Monthly of over {$5000.00} a month. If they knew that I could not afford this, specially since my previous payment was {$2400.00}, how did they expected me that this would be better. they mentioned that's what the investor approved me on, or else sell the house in a short sale. I could not afford this and the approval was denied. This year, I decided to see if I can even tried to get a repayment plan but just lowered because I want to save my house from Foreclosure, and they advise of a denial that Investor does not want to participate in any program, only a short sale.This is just not fair for me because I been fighting this case for the past 9 years and I feel like no resolution from SPS has been accomplished. I really want to save my house in a loan modification, I do not want to sell my house nor do a foreclosure against my property but I need your help

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