Consumer complaint received 2019-08-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: VA

Complaint narrative:
I have been attempting for nearly two years to establish a plan with my mortgage company to end payment on my mortgage. I initially applied for and received approval for a loan re-modification. After paying on this for a couple of months, I decided to move forward with a non-retention plan, a short sale of the property.

I obtained the help of a real estate agent. An offer was made on the house and I completed all the required paperwork. The mortgage company never offered a response until we contacted them and were told that the offer was not sufficient. My agent spoke to the company numerous times to finally get specific answers on what was needed.

She listed the property, took pictures of the home, showed it to a dozen investors and had an offer made for over {$90000.00}. My current pay off was roughly {$120000.00}.

After 30 days passed, with no response, she reached out to the company and was told that it had not been approved because I had not completely a hardship application. I have completed this form and all provided all the supporting documentation at least four times.

Nonetheless, I did it again. I received a notification that there were corrections needed in my information. I called to find out what i needed to do and was told that the short sale was no longer an option and I could only apply for a loan modification at this time.

I have spoken to numerous representatives countless time and never gotten the same answer to any question or issue twice. My agent and I could call on the same day and get two different responses.

Throughout this extended process, the mortgage company has rarely contacted me regarding any information needed, always waiting until i contact them.

Meanwhile, I get two - three letters a week from them with different information on each one.

I feel like this entire process has been a huge run around.

I am very close to giving up and allowing it to go to foreclosure.

I am totally frustrated and confused as to why the mortgage company would reject an offer that would pay off 75 % of the remaining loan and take the property off their hands.

I feel that I have made every reasonable effort and beyond to come up with an agreeable solution to my mortgage issue.

I failed to mention that the reason I left the home and want to get out of the mortgage is that I left my husband and am now paying rent on an apartment. My ex-husband has remained in the house without paying anything toward the property. In addition to paying my own living expenses a large portion of my income is paid to him in spousal support as he is unemployed and applying for XXXX.

The company I have been dealing with is Select Portfolio Services.

I have written to their ombudsmen, but have not gotten a response at this time.

SPS has been terrible regarding communication and seem to have no desire to settle this issue.

Thank you for your support

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