Consumer complaint received 2022-10-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
Select Portfolio Servicing has unjustly refused to process my exit from COVID forbearance for over a year. SPS has caused me great mental and financial hardship because of their actions.

I was granted a COVID based forbearance because my income was negatively impacted as a result of the COVID shutdown of the Superior Court system in California. The negative impact of COVID continued after the shutdown was lifted because of the subsequent back- log of case filings, hearings and trials resulted in the inability to collect professional fees owed to me.

Representatives of the mortgage servicer Select Portfolio Servicing ( SPServicing ) repeatedly contacted me from XXXXXXXX XXXX XXXXXXXX via phone promising to work with me during my COVID related hardship. In approximately XX/XX/XXXX, the servicer in a phone call and in a letter I subsequently received, informed me that the forbearance would be terminated at the end of XX/XX/XXXX regardless of any continuing COVID hardship. 

I received conflicting and contradictory information in numerous phone calls regarding the process for exiting the forbearance and resuming monthly mortgage payments. The forbearance ended XXXX XXXX. I was instructed to pay my mortgage if I could and paid my full mortgage XXXX and XX/XX/XXXX. I was given information on the on-line process to fill out forms that was incorrect. I attended a virtual seminar by the servicer on mortgage assistance on XX/XX/XXXX. Prior to and subsequent I repeatedly told the servicer 's agents about difficulties in in filling out the form. I was told that this was being entered into my file but not to submit any part of the mortgage form until I had all of the requested information. I was not informed that I would my mortgage loan would be put in default if the form wasn't in by XXXX. 


1. The post forbearance process was not adequately explained so I was never informed that there was date in XXXX when my loan would automatically go into default 2. I was misled into believing that when I reinstituted my mortgage payments it would count as mortgage payments ; instead the mortgage payments were applied as forbearance debt repayment and I was sent default notices without the opportunity to file mortgage assistance forms.

3. I was repeatedly given erroneous instruction that delayed my filling out the mortgage assistance form on the corporate website. The relationship manager or single point of contact was a joke as she was generally unavailable and stopped returning my calls ( I subsequently found out that my relationship manager had been changed three times but I was never informed of the changes. ) a. The website had more than one mortgage assistance form. The instruction led me to a form that had repeated error messages and would not permit me to submit the form or upload documents.

4. The information on the website said that SPS personnel would help in determining the various options after the Forbearance was over. Each agent I spoke to said that they could provide no assistance in determining my eligibility for the various options.

5. There was no offer of assistance prior to the default process. 6. I was blocked from any escalation o
f my complaints or for my requests for assistance and was repeatedly told that SPS had no escalation process.

7. Through this difficult process I informed SP servicing that my employment would be in effect terminated by a negative credit rating caused by a mortgage default. I was told that no assistance was available.

8. After four months of delays, conflicting or wrong information, SPS agents informed me that there was no record of instructions given to me, calls and requests for information that I made and had documented proof ( names & dates ).

9. I went to a HUD approved Counseling Agency ( XXXX XXXX ) at the beginning of XXXX. I filled out the forms which authorized the agency to act on my behalf.

10. SPS ignored the HUD authorized agency. Continued to contact me directly and refused to stop the continuous harassing calls.

11. Even though the XXXX XXXX representative had registered his name and the proper identifiers, SPS had refused to accept any of my documents, because they had entered the wrong name in their files. It wasn't until four months had passed did they inform the representative of the problem.

12. Even though I repeated provide the HUD counseling agency information, I was threatened and forced to repeatedly submit ( over and over and over... ) documents. Four of the times it was because SPS had lost documents and ruled what had been submitted ( when they found the previously submitted documents ) as stale.

13. Because I have never exited forbearance, I could not refinance and bring down my high interest rate.

14. My HUD representative finally was told by SPS that his name was accurately entered into my file.

15. My documents were sent by XXXX XXXX and confirmed as complete by SPS several months. I am terrified that I will be put into default as I have not received any communication.

16. My profession requires that I am able to be bonded in order for me to receive Court appointments. Any record of default would prevent me from being bonded. I am in fear of losing the ability to earn a living.

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