Consumer complaint received 2024-12-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: SELECT PORTFOLIO SERVICING, INC.
State: GA

Complaint narrative:
i received documents from sps servicing on XX/XX/XXXX, dated XX/XX/XXXX and post stamped XX/XX/XXXX. by XX/XX/XXXX failing rt after the holiday i wasnt home. upon my return on XXXX. i immediately opened the envelope. by it being after XXXX. i contacted sps on XXXX early noon. the representative i spoke with was unsure of that document i was referring to and didnt have a reinstatement total. he stated all he was able to find was a previous amount little over {$6800.00}. i asked him for ombudsman office. he immediately put me on hold and transferred me over to a XXXX. i explained to XXXX what the situation was then he stated a total of XXXX and some change. i asked XXXX how was this amount some much different from the previous representative. he stated because of attorney fees. i started asking him when is attorney fees part of a reinstatement of mortgage and whats the other fees. after questioning XXXX on several of the fees. some how we got disconnected, i tried to call back with fail attempts. 

so on XX/XX/XXXX i called ombudsman directly, getting a individual by the name XXXX. as the conversation started i told XXXX i couldnt barely hear her. after about 6-10 min into the conversation and her telling me she dont see a reinstatement amount nor the amount XXXX had previously stated the call dropped. i tried on several attempts to reach back to ombudsman with several failed attempts. at one point it went directly to a female voicemail and i left w message.

i waited about 15min or so and called off a different number and reached a gentleman by the name XXXX XXXX i explained to XXXX what the issue was and he was very eager to help me. after about 1hr 30 min on the call, he also stated he didnt see a reinstatement amount neither and he would need to contact and department. after being on hold. he returned and stated he wasnt able to get the reinstatement amount and for me to contact orlans attorney whom had the paperwork. remind you it is now around XXXX or so. after receiving the number i immediately call orlans and was told by XXXX. that spectate me incorrect information and her office dont no my reinstatement amount and it would take her 5-7 days to get this from sps because they can request a expedited reinstatement amount, she then states her office at XXXX. i hung up with XXXX and immediately called ombudsman office and got a individual by the name XXXX. i told XXXX of all the previous issues with getting this amount and he states he was sending a message for escalation and to try calling back in XXXX and it already was XXXX or. little after. intro called back around XXXX or so and this time i got a young lady by the name XXXX whom stated there wasnt a final reinstatement amount showing but she did see the XXXX but noted not final and if i could make that payment it XXXX stop the process. i informed her it was now XXXX and i was XXXX min or more away from a XXXX where i could do certified funds.so XXXX then tells me if i can show i had the funds available, she could send it to escalation to stop foreclosure proceedings. I did just that. i waited for a communication from sps for almost XXXX XXXX  or so. after no communication, i called again and got XXXX. i told him what XXXX had to send and he states they didnt except the screenshot due to the date not showing. i explained to him a date dont show on a screenshot and thats what XXXX asked me to send. he then stated if i could show the date it should be sufficient. so i opened my account and took another shot with date showing and sent it over. during this time i asked him again about the exact amount showing for reinstatement. he replies i sent it to your email. i then go to my email, that he sent at XXXX. i explained to him i cant open this encrypted document and can he forward it to my other email so i can possibly excess it on my desktop. and he replies sorry i cant were closed. i replied wow. then i asked for him to just give me the dollar amount since i cant access the document. it gives me the XXXX, i begin to ask him how they came up with this number, after realizing he stated they was closed, i told him dont worry about it and asked what time they opened in the morning. he stated XXXX. i said so you. guys open at XXXX and the attorney office states the proceedings was to start at XXXX. he stated yes thats true but he did send all documentation to escalation to show i had the funds and was able to pay all fees. 

so now, were going into XXXX. on XXXX the attorney by the name XXXX or close to that spelling from orlans reached out to me around XXXX on XXXX. i told him what was occurring and he stated at they current moment he did not have a cancellation of proceedings but he will continue to check. i thanked him and told him it was now XXXX and i needed to call ombudsman. 

at XXXX, i spoke to XXXX and told him i was calling to get confirmation they had reached out to the attorney to stop this processing. XXXX then stated well we actually have the funds to do that. i replied how is that, because that wasnt the protocol XXXX told me the night before. he then stated give me a second and let me check on that. i told him i didnt have seconds to waste since they sent me a reinstatement amount after XXXX on XXXX with a amount due at XXXX, XXXX.. i told him i just needed to know can it be XXXX wires. he replied yes. i told him thanks and i was about to send the wire. i had to wait until they was open to get confirmation. 

i then wired over XXXX to XXXX XXXX XXXX as directed by sps. 

i waited later in the day and contacted sps ombudsman again and spoke with XXXX. 

i explained to him i hadnt received and receipts of funds received nor verification of communication to orlans to stop proceedings. he stated i was told we do have all funds and have sent documents to orlans to stop proceeds. when i asked can he send me verification, he replied yes. i have to reach out to get permission to email proof of funds received, but typically shows on the consumer account within a day or so. he then stated he has requested permission and would let me know the outcome. and as far as proof of communication to orlans. they cant provide that. 

Today is XX/XX/XXXX, i have yet received any validation of wither documents. and my account still reflects no payment. 


also, pertaining to the mailed document. These documents had multiple pages, upon reading i see it states property scheduled for foreclosure proceedings XXXXAlso within the documents it states to fill it out and send it back by XX/XX/XXXX. it also says have 35 days before foreclosure to call for different repayment of back payments. but the issue was. i received it after the 35 days had passed.

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