Product: Mortgage

I submitted a mortgage assistance application with Shellpoint Mortgage in XXXX of 2024 due to a financial hardship. The terms of the hardship application were to make 3 concurrent, on-time payments for a new, lower amount and that amount would be approved after some documents were submitted. The documents were to finalize the loan modification to lower the amount we were paying permanently after the above process. 

Shellpoint sent us these documents, but they were showing the wrong name for my wife. My wife changed her name, so Shellpoint needed her name change information in order to proceed with sending out the corrected documents. We submitted all the name change documents necessary, and Shellpoint ran us in circles stating they didn't receive the name change documents from us. Eventually, after numerous calls and re-up loading what was needed on our end, an agent checked the document center ( that nobody had checked before up until that point ), and told us we were good to go for that. 

We were advised that the name change would be processed, and once finalized, we'd receive the documents to sign and notarize. After a little over a week and a half, Shellpoint had not sent them, as they were needing to " finalize everything on their end '' in order to send out the corrected documents. I waited for correspondence and received none, so I called again. I was advised the same, but the deadline for us to submit the documents was drawing extremely near. They told me to just be patient and wait for the documents to come in since they're still working on " finalizing everything '' and to be patient, so I waited. The agents I had spoken to assured me numerous times that this application wouldn't be denied and closed since they hadn't sent anything out yet. I called somewhere around 6 times to get this resolved and receive my documents, and never got anywhere. 

I received a notification that let me know the loan modification had been denied due to lack of correspondence from me by the required deadline. We have documented calls where we followed up with them numerous times. The most recent agent on the phone claimed they called me and left voicemails, but I didn't answer. My official XXXX XXXX XXXX call log proved this to be a lie, as I have not received any calls or voicemails from Shellpoint Mortgage in regards to this specific document correspondence. 

My application was closed out and denied as a result of their irresponsible practices and disingenuous agents documenting fabricated notes about following up. They refused to re-open or escalate this issue, and told me nothing further could be done outside of an internal complaint, and we had to file a whole new hardship application. 

For additional context that may or not be necessary, Shellpoint acquired our loan earlier this year after XXXX XXXX XXXX ( XXXX ) sold our mortgage to them and closed down. The above application was submitted initially with XXXX then Shellpoint picked it up XXXX months after the transfer of our loan was finalized with them. There were issues regarding the loan modification and such during the transfer that appeared to be resolved earlier this year.