Consumer complaint received 2024-01-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: SELECT PORTFOLIO SERVICING, INC.
State: OH

Complaint narrative:
I am wanting to file a complaint on behalf of myself and my elder Uncle who is a XXXX XXXX  XXXX person. SPS ( Select Portfolio Services ) has failed to appropriately assist myself and my relative with requested loan modifications, forbearance agreements and other assistance available to myself and my relative to resolve the mortgage issue. On more than one occasion, an SPS representative has given misinformation that has directly caused the loan on the mortgage to be compromised and on default. This is been going on since 2022. A funding source ( the HAF Program ) was available for myself and my relative to bring the account current. A representative from HAF reached out on several occasions to the mortgage company to pay the defaulted amount but we're unsuccessful. I then gave third party permission for the agency to contact the mortgage company to pay the {$25000.00} and they could not reach the appropriate dept to do this. Instead of resolving the account, SPS sent the account back to their attorney for further fees and legal action. Again, all this due to SPS and their representatives. Consistently SPS has failed to correctly accommodate the loan. This has caused the account to currently and unfairly be in a foreclosure status even after payments were made. This loan had been transferred several years ago and since that time has been nothing but a problem. When the loan transferred to SPS, it took months to make a payment because SPS didn't have information about the loan. I supplied them with as much information as I was able. There is misinformation consistently being given to myself and then when I call to follow up there are no notes in the account and I have to spend hours on the phone going over the same information and being transferred and placed on hold. During the COVID crisis, there were health concerns that affected Financial stability for many. Unfortunately we were affected as well. We were offered opportunities to bring the account current to resolve the account appropriately and to date those opportunities have been denied. To be a senior citizen who is XXXX and to have to rely on someone else to assist you because of the incompetence on the part of the agents at SPS is unfair. There have been over 500 complaints noted by the XXXX XXXX XXXX as it relates to this corporation. They are taking advantage of an elder XXXX person in an effort to inflate the prices and the value of his home. I have reached out several times and escalated the matter to the appropriate departments only to be told that there is a resolution in the works and then shortly thereafter that resolution is not available. They have inflated the escrow balance on the mortgage. They have inflated late fees on the mortgage. They do not return phone calls. They have a relationship manager that is to be assigned to the customer that has not been effective. In fact the relationship manager upon my speaking with her stated that we should sue SPS and she works for them! It is sad to think that people 's homes are being taken from them who have worked hard to maintain them and are doing what they can to manage them only to be told none of that matters. They are condescending in their delivery of information. I had a gentleman tell me I should " be able to read instead of believing what one of thetells me ''! This is unacceptable. Their practices at SPS are unprofessional and unfair!

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