Consumer complaint received 2021-09-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: SELECT PORTFOLIO SERVICING, INC.
State: IN

Complaint narrative:
To whom it may concern : I have been making my monthly mortgage payments up until XX/XX/XXXX. Upon this date I fell on financial hardship do to having to pay spousal support in the amount of XXXX dollars per week for six months as I was in the middle of a divorce. My marriage was to some one else other than the other name on my loan for this property. The other person on the loan had not re affirmed the note due to chapter XXXX bankruptcy back in XXXX. And in XXXX the other person had signed a quit claim deed freeing them totally from the mortgage. In XX/XX/XXXX my employer had cut our hours back do to Covid 19 which impacted me financially tremendously. Meaning that I was the only one paying all the bills in the household. Upon this I had reached out to the mortgage company around the end of XX/XX/XXXX to XX/XX/XXXX and they had put me in a forbearence do to the Covid epidemic. So I thought that i was covered under this plan. I kept receiving letters from the mortgage company for months that my Covid plan was about to end. So I had contacted them months later after missing more payments do to my hours being cut and paying the spousal support as well. I explained to them my situation and would make payments when I could. I contacted them again in XX/XX/XXXX and asked them for a loan modification and filled out there form. The mortgage company had kept asking me for a divorce decree and or the quit claim deed. I called in several times telling them that they had this information in my documents that they had received from my prior mortgage company. But they would not look for it. Kept asking me for one that was less than 90 days old. I told them that it is impossible for that. This document was done back in XXXX and they kept insisting that I send it to them. Note this mortgage company did not aqiure my loan until XXXX. I finally had one of there workers had went into my file and found the quit claim deed and had submitted it for the completion of my application for loan modification. A few weeks had gone by so I contacted them to find out how the modification was going. The worker had told me that they were waiting for this document again. I was frustrated again and said that I had talked to some weeks earlier and they had submitted it for me and everything was good. So he had went in my file and found it and submitted it again for the completion of my application. Please note that they gave me an relationship manager for my loan but you would call it with there ext. and someone else would pick up every time. I would request that I speak with my assigned manager but refused to connect. Telling me that they are a manager as well and they could help me. So I would go over everything with them and they said call back at a later day to see the progress. So I called back a few days later in which it would be the later part of XX/XX/XXXX and they informed me that I was denied. I had questioned them on why because they had never asked for my monthly bills, loans, etc. There response was that if they needed them they would ask for them. I was under the assumption that when you request asittance that they would ask for them. So when talking with another manager he encouraged me to appeal the decision and to apply for assitence again because of my significant change in wages causing me to fall behind. So I appealed there decision and submitted a new form. I Had then finally got with my relationship manager that was assigned to me and spent over a hour on the phone with her explaining my hardship and that I need a plan to get me current. She had informed me that I was standing better chance since they were not asking for finances. So I thought everything may work out. But I was wrong again, they denied my application again.I had forgot to mention that in XX/XX/XXXX they had hired an attorney for my loan. Nowhere in this attorneys letter said that my home was in foreclosure. On XX/XX/XXXX the mortgage company had sent my homeowners insurance company a letter that they had initiated a foreclosure action on my property. In return my insurance company had sent me a letter wanting to cancel my policy as of XX/XX/XXXX. I had requested that the mortgage company produce me a letter that my house is in foreclosure and they have yet provided me with one. I contacted my insurance company and told them that my loan was under review for a modification. They had told me to get a letter from them to say that its under review. I had contacted them and they sent me the letter and I had forwarded it to my insurance company for them not to cancel my policy. My insurance company had reviewed it and was going to cancel my policy. A few days later I received a letter from the lender demanding that I contact my insurance company for payment of my home owners policy to be paid .I had forwarded this to my agent and he had said how is your property in foreclosure if they are demanding coverage on the property. My insurance company had reviewed it and had re instated my policy on my home. Since then I have contacted the lawyer firm and left a voicemail to the lawyer handling the cas onXX/XX/XXXX at XXXX ; XXXX XXXX. I have yet to get a response from them.Please note that through this whole request of asking for help they have never offered a repayment plan nor asked for any financial documents to show why I had fell behind on my payments. All they told me to do is write a hardship letter and that's it. I have been in this home since XX/XX/XXXX and I am doing everything I can to save my home. But in the end I feel as that they are false advertising that there are programs for you to keep your home. In the meantime they are putting me further behind because they are dragging things out. To add to my hardship I became unemployed on XX/XX/XXXX from my job of 6 years. I have regained fulltime employment shortly after that. I have explained to them that I can resume making the payments if they could defer them to the back loan. I plan on appealing there denial again. I hope that your firm can get to the bottom of this.

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