Consumer complaint received 2024-09-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: SELECT PORTFOLIO SERVICING, INC.
State: PA

Complaint narrative:
I was approved for a loan motivation with Select Portfolio Servicing ( SPS ) starting XX/XX/2024. The first of XXXX trial payments of {$770.00} were due on the XXXX of the month starting XX/XX/XXXX. I indeed made the XXXX trial payments for XXXX, XXXX and XXXX. I then made the first official regular payment ( {$840.00} ) for the loan modification that was due by XX/XX/XXXX. So at this point I assumed the loan modification was complete and active. As directed I had it notorized on XXXX and mailed it back in the XXXX Second Day Air prepaid envelope that SPS provided with the loan modification document. According to their letter, the loan mod must be notorized and mailed back to SPS by XX/XX/2024. I notirized and mailed it back on XXXX XXXX. My part was now done and it was my understanding that this active loan modification would now be in the hands of XXXX XXXX moving forward and all payments would stay the same. I didnt receive any correspondence from XXXX XXXX until the end of XXXX. I have a letter dated XX/XX/2024 that welcomes me to XXXX XXXX and mentions that effective XX/XX/2024 my mortgage payments should be sent to XXXX XXXX. 
The Previous lender ( SPS ) told me that the new servicer should honor everything I had set up previously with them. I signed up for the new lenders portal ( XXXX XXXX ) as soon as I possibly could ( which took quite some time as I kept getting an error message that I wasnt a client of theirs ) When I finally created my online account with XXXX XXXX, I was never able to make a payment because my account was showing extremely past due. I called several times trying to get them to bring my account current like it was with SPS, my previous lender. I just wanted to make my usual payment that was due in XXXX and continue being current on my mortgage. The portal was never updated. I sent new lender everything I had from previous lender including motorized loan modification. After several calls I finally spoke to someone at XXXX XXXX that seemed to know what was going on. Apparently SPS ( my older lender ) never notorized my loan modification so XXXX XXXX couldnt accept it. They requested that I complete another loss mitigation application for them. This started a brand new headache for me with constant error messages when I tried uploading items to the XXXX XXXX portal. Constantly being asked for more documentation and just giving the runaround. I became livid and called my old lender SPS to find out why they never sent XXXX XXXX the notorized copy of my loan modification. I returned the loan mod back on XX/XX/2024 in the 2 day air return envelope they provided to me. SPS had my notorized copy ( that I had to pay for by the way ) in their hands on XX/XX/2024 at XXXX am. I have proof that someone named XXXX at SPS recieved it on this day and time. 

I had a hard time reaching a human at SPS since XXXX no longer a client of theirs. I finally reached a woman who was beyond rude and put me on hold to find what was going on with my loan modification. When she came back on the line she said that the reason it wasnt notorized by SPS is because I no longer had an account with them! I have no idea when my loan was officially transferred from SPS to XXXX XXXX but I didnt receive a welcome letter from XXXX XXXX XXXX the end of XXXX. AND even if they want to go by the date of XX/XX/2024 ( last day SPS would accept a payment from me ) they still had my loan modification in their hands well before that XX/XX/2024 payment cut off date because I have proof that it was accepted by SPS on XX/XX/2024 at XXXX am. Select Portfolio Servicing ( SPS ) lied and need to be held accountable for what they did to me. This is negligence. They did not legally follow the loan modification agreement on their end and now my life is being turned XXXX down trying to get my payments back on track with the new lender XXXX XXXX. Its causing me a ton of anxiety and XXXX.

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