Consumer complaint received 2021-11-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: PA

Complaint narrative:
Dear CFPB, The below is an email to SPS/Relationship XXXX XXXX XXXX XXXX I'd like for you to use as my complaint : Dear SPS/Mrs. XXXX, Please contact me as soon as possible regarding my Post COVID-19 Applications, Hardship Letters COVID-19 Forbearance Plan with reduced payment ( {$770.00} ), and related requests. 

Please review the following telephone conversations that I authorized to be recorded between myself and SPS Representatives regarding being told to NOT make the first of three ( 3 ) Forbearance Plan Payments in the amount of {$770.00} on XX/XX/XXXX, due to the matter being in dispute with the Consumer Financial Protection Bureau, along with subsequent recorded telephone conversations between myself and SPS Representatives : XX/XX/XXXX : I telephoned SPS to make a Pay By Phone Payment for the XX/XX/XXXX XXXX Forbearance Plan payment in the amount of {$770.00}. SPS Representative XXXX ID # XXXX told me NOT to make the {$770.00} COVID-19 Forebearnce Plan payment because my account was still under review for 30 days by SPS for a dispute/complaint that I had filed with the Consumer Financial Protection Bureau ( CFPB ) . 

XX/XX/XXXX : I telephoned SPS to discuss the COVID-19 Forbearance Plan and the XX/XX/XXXX Assistance Review Expiration Notice that I received on the Letters/Documents Section on the SPS website. SPS Represenative XXXX ID # XXXX told me that SPS would discuss my options at the end of the COVID-19 Forbearance Plan after the third payment was made in XX/XX/XXXX, that my account was still listed as being in Forbearance and that she could take a Pay By Phone Payment in the amount of {$770.00} for the XX/XX/XXXX XXXX Forbearance Plan. At that time I informed XXXX ID # XXXX that the previous SPS Representative ( XXXX ID # XXXX ) told me to NOT make the {$770.00} payment due to it being in dispute with the CFPB. As a result, XXXX ID # XXXX told me that I could continue with the COVID-19 Forbearance Plan by making the {$770.00} COVID-19 Forbearance Plan Payment for XX/XX/XXXX via Pay By Phone Payment with her ; which I did from my XXXX XXXX XXXX  Checking Account ( Confirmation Number : XXXX ). 

XX/XX/XXXX : After observing DEMAND NOTICES dated XX/XX/XXXX on the SPS website, I telephoned SPS and spoke to SPS Representative XXXX ID # XXXX who told me that my COVID-19 Forbearance Plan Payment on XX/XX/XXXX in the amount of {$770.00} was not accepted as agreed upon by SPS Representative XXXX ID XXXX XXXX on XX/XX/XXXX. 

XX/XX/XXXX : At that time, I asked XXXX ID # XXXX to escalate the matter to a Supervisor, and was transferred to SPS XXXX Department XXXX XXXX ID # XXXX. I then explained the aforementioned Recorded telephone conversations to XXXX ID # XXXX that I had with previous SPS Reoresentatives. Escalation XXXX XXXX ID # XXXX then informed me that SPS Representative XXXX ID # XXXX should have escalated my situation to the Assistance department to reinstate the XXXX Trial Forbearance Plan. XXXX ID # XXXX also stated that he would review telephone conversations from XX/XX/XXXX and XX/XX/XXXX between myself and SPS Representatives to confirm that I was willing to make the {$770.00} payment in XXXX of XXXX that was paid subsequently by me on XX/XX/XXXX. 

XXXX ID # XXXX also me that he was esacalating the matter to Loss Mitigationand for me to make my XX/XX/XXXX and XX/XX/XXXX payments of {$770.00} no later than the XXXX of each month, and for me to look for a letter in 5-7 business days on the SPS website detailing the dispute. 

XXXX ID # XXXX further advised me that the COVID-19 Forbearance Trial Plan Payment works the same way as my mortgage payments in that the payments WOULD NOT be considered late as long as the payments are made within the month due, they WILL NOT be considered late, the Forbearance Trial Period Plan document is to be followed and the account will continue to be reported as CURRENT to Credit Bureau 's and No Late Fees while in the COVID-19 Forbearance Trial Period Plan. 

XX/XX/XXXX : SPS Representative XXXX ID # XXXX informed me that the Forbearance Plan ( XXXX, XXXX & XX/XX/XXXX ) was re-activated on XX/XX/XXXX. At that time, I informed SPS Representative XXXX that I would be returning to work in the very near future and that I would have sufficient income to make my payments on time. XXXX further advised me that SPS would be sending me documentation indicating that the XXXX XXXX had been re-activated. 

AS OF TODAY ( XX/XX/XXXX ), I HAVE NOT RECEIVED ANY DOCUMENTATION FROM SPS VIA XXXX MAIL AND/OR THE SPS WEBSITE XXXX THE FORBEARANCE PLAN HAS BEEN RE-ACTIVATED AS I WAS TOLD BY SPS XXXX XXXX XXXX ID XXXX XXXX ON XX/XX/XXXX. 

XX/XX/XXXX : I accepted an Offer of Employment from the U.S. Department of Labor as a Federal XXXX. 

XX/XX/XXXX : SPS Representative XXXX ID # XXXX informed me that my Forbearance Plan was in DEFAULT. I informed XXXX ID # XXXX that I was calling to make and schedule the XX/XX/XXXX and XX/XX/XXXX Forbearance Plan Payments of {$770.00} each. XXXX ID # XXXX ACCEPTED and SCHEDULED the following Forbearance Trial Plan Payments : XX/XX/XXXX - {$770.00} ( Confirmation Number XXXX ). 
XX/XX/XXXX - {$770.00} ( Confirmation Number XXXX ). 

I informed XXXX of the aforementioned recorded telephone conversations that I had with SPS Representatives XXXX ID # XXXX and XXXX ID # XXXX and asked her to review them to confirm that my Forbearance Plan was re-activated and the DEFAULT STATUS that she informed me of was in error. 

XX/XX/XXXX : I began employment with the U.S. Department of Labor as a Federal XXXX. 

XX/XX/XXXX : SPS Representative XXXX ID # XXXX took a Post COVID-19 Application from me over the phone. 

XX/XX/XXXX : Per SPS request under REQUIRED DOCUMENTS Section ; I completed, dated, signed and submitted another Hardship Affidavit/Explanation and successfully uploaded it onto the SPS. website. 

I am respectfully requesting that SPS reinstate the COVID-19 Forbearance Plan, confirm the Forbearance Trial Plan has been reactivated as I was advised by SPS Representative ( s ) in conversations recorded by SPS on XX/XX/XXXX and XX/XX/XXXX, the Forbearance Trial Plan is completed once the scheduled payment of {$770.00} is withdrawn from my assigned Checking Account on XX/XX/XXXX and to resume monthly payments thereafter to include POST COVID-19 MORTGAGE ASSISTANCE PLAN ( S ) WITH NO NEGATIVE REPORTING TO CREDIT BUREAUS/AGENCIES AN NO NEGATIVE IMPACT TO MY XXXX XXXX. 

Respectfully submitted, cc : Consumer Financial Protection Bureau

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation