Consumer complaint received 2017-12-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX XXXX XXXX Short sale was started on XX/XX/17 and several faxes have been sent to XXXX since then. On XX/XX/17 I spoke to XXXX. The rep stated the homeowner had just recently directed XXXX to NOT contact myself or XXXX XXXX XXXX for anything whatsoever, regardless of the signed Authorization Letters they have on file. XXXX is refusing to contact us when documents are needed, and when appointments need to be made. After speaking with the homeowner it became obvious that this was an outright LIE. The homeowner had, in fact, NOT discussed ANY kind of authorization over the phone with XXXX AT ALL, and certainly not in recent months. 


Today, XX/XX/17, we were told the homeowner needed to call in to XXXX at XXXX to correct this error in XXXX system. The homeowner called in to XXXX and requested XXXX to make XXXX XXXX XXXX as the primary contact for all loss mitigation communication. The rep laughed at the homeowner, told her they didnt care that XXXX directed this phone call to be initiated by the homeowner, nor that XXXX already had multiple authorizations on file for XXXX XXXX XXXX, and outright refused to make the requested changes to her account via phone. 


Since when does a homeowner not have the right to direct their lender in how they communicate with authorized third parties authorizations that they, the homeowners themselves, signed? 


This short sale has been opened less than 30 days and XXXX has already committed several illegal acts : ( 1 ) violating servicing guidelines, ( 2 ) deliberately lying to their clients and their authorized third parties, ( 3 ) committing elder abuse against their own client. 


Is the reason they do n't want anyone to speak on this loan is because they have discovered that the seller was taken advantage of and never had the income to afford this home from the time she bought it? What is XXXX trying to cover up? Do they believe they can bully an elderly woman? The debt collection division apparently does as they call her multiple times a day making XXXX threats. 


I fully expect XXXX to issue their standard Sorry but you are lying response. That is the response we receive on every CFPB complaint we file against XXXX. Well, I have read many other CFPB complaints against XXXX and they all have a common theme FRAUD AND ABUSE. I am sure those complainants also receive the Sorry but you are lying response. That seems to be their standard form letter in response to CFPB Complaints. How could it be possible that all of these unrelated people from all over the country would be lying?? The fraud committed by XXXX does not just happen once in a while. It happens on a very large percentage of short sales across the country. We have witnessed this on a daily basis for the last 10 years. When is the CFPB going to step in and do something about the fraud going on at XXXX? When is the CFPB going to hold XXXX accountable? IF I DID WHAT THEY ARE DOING I WOULD BE IN JAIL FOR A LONG LONG TIME!

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