Consumer complaint received 2019-07-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: MS

Complaint narrative:
I contacted SPS on today and talked with XXXX and she advised that the account was scheduled for foreclosure on XX/XX/2019. She transferred me to XXXX, and she advised that they were unable to grant a modification because he does not live in the property. I advised XXXX that this was not correct -- the modification that was submitted states that he DID reside in the property. Then XXXX stated that we had less than 30 days so this was not enough time for the underwriting department to review documents received. I told XXXX, I would give her a call back and asked for her Extension because I wanted to look up my information and not have her holding. I asked for her extension which is # XXXX. 

I called back at XXXX XXXX on today and spoke with XXXX XXXX. She advised that the property was scheduled for foreclosure on XX/XX/2019 and asked if I was aware. I advised that I was and that I was calling back because I had spoke with XXXX and assumed according to the CFPB that if a borrower submitted a complete modification package with the 37 days that the borrower was protected from a foreclosure. She stated to me what they had received and it appeared that documents were missing. She said that Mr. XXXX did not live in the property. I advised her that he did. XXXX asked me when did he move into the property and I advised on XX/XX/2019. She stated that she could not pull back a foreclosure date and would need to send me to Ombudsman Department. She stated that documents needed were proof of residence. She transferred me to that department. 

I spoke with XXXX XXXX, he advised that there wasn't anything that could be done at this point because XXXX XXXX did not qualify for an assumption. He didn't live in the property. I advised that I didn't submit an assumption but a modification on the property and since he was the successor of the property I didn't think he needed to apply for an assumption. He said I did not understand, I stated to him so.... " we are playing on words '' He stated no, there was not a play on words. He stated that he didn't qualify because proof of residence wasn't met. I advised that a driver 's license and car registration was submitted. XXXX stated that the car registration was not legible and driver 's license did not qualify as proof of residence. He needed a power bill/natural gas, tax returns were all acceptable forms. He also stated that the mortgage maturity had expired and the property needed to be paid in full. Based upon the value of the home, he could apply for a loan to pay the mortgage loan off. He asked me how was Mr. XXXX 's credit. He also stated that the insurance was cancelled as of XX/XX/2019 for non payment with XXXX XXXX. At this point he was 27 months delinquent on mortgage payments. There was nothing that could be done and he could not stop the foreclosure proceedings. 
Select Port Folio is Unwilling to assist me with saving my home. Im requesting the property foreclosure sale be put on hold and the modification request be processed. I appreciate your assistance with this urgent matter

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