Consumer complaint: I began dealing with Shellpoint XX/XX/XXXX. Prior to that my XXXX mortgage was service by XXXX loan services. At that time I was also pursuing a loan modification. I had submitted XXXX proposals for a settlement. Upon the XXXX settlement proposal they sold the loan and it is now managed by Shellpoint loan servicing. 
XX/XX/XXXX I began the loan modification process with Shellpoint. Over the course of the next 15 months I worked on sending documentation. Numerous times I would receive letters in the mail stating that I did not send the required documentation. Sometimes it was a matter of me re-sending them the same email containing the documentation, which I had sent, but they stated that I did not. Other times it was for additional documentation which was not requested in the loan mod packet. Over the past 16 months I 've had XXXX or XXXX different individuals for points of contact. Those individuals do not return your phone calls. I 've asked to be connected to their supervisors. The supervisors do not return your phone calls either. On the brief chances that I was able to get in contact with someone at Shellpoint they always ask me to verify my contact information because their notes show that they 've attempted to contact me. Each time they read off phone numbers that are not mine and ones that I did not provide. At those times I again provide them with my correct phone #. I 've spoke with individuals who state that they are emailing my point of contact along with their supervisor and I will receive a call back within 24-48 hours. I do not ever receive a call back. 
What led me to this point of filing a complaint is because on XX/XX/XXXX I finally received word that the investors would approve a modification. They would approve a 2 % reduction, effectively reducing my interest rate from 9.6 % to 7.6 % but only for 3 years. This was contingent on me making several months of trial payments. From XX/XX/XXXX to XX/XX/XXXX I placed several calls and left voice messages asking for updates. I did not receive any calls back and was only given updates that they were still waiting to hear from the investors. On XX/XX/XXXX I was told that there was still no new info as well as my point of contact and his supervisor were on vacation. On XX/XX/XXXX at appx XXXX XXXX XXXX contacted me to tell me that there was a mixup with some paperwork and my trial payment play had started XX/XX/XXXX. She stated that at this time I had XXXX options. I could make a double payment right then or I could start the loan modification process all over. I was extremely worked up about this news. I do n't know how I can be penalized for mistakes on their end. I abruptly ended the call with her. I proceeded to call back to speak with someone else only to find out that she XXXX is yet another new point of contact. The individual that I spoke with did not agree with XXXX and stated that they should be able to push out the trial payment play 1 month since it was their issue. They connected me to XXXX 's supervisors voice mail for me to leave a message. 
I 've spoken with other individuals to find out that her supervisor is a XXXX XXXX. Since XX/XX/XXXX I have called daily leaving at least 1 voice message per day. I have yet to get a return response. 

Company response: Company believes it acted appropriately as authorized by contract or law