Consumer complaint received 2021-11-23
Company: Shellpoint Partners, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I provided a completed XXXX borrowers assistance form on XX/XX/2021. XXXX refused to provide me a covid modification. 

This is paragraph is background only. XXXX is going to claim that they addressed this. However, XXXX merely restated they half facts and omissions about the number of conflicting statement amounts ( {$990.00} ) XXXX sent that differed from the modification offer letter ( {$1000.00} ). They never resolved their error. After I made XXXX successful trial medication payments, XXXX refused to provide the modification because I made the trial modification payments on their statement, which differed from the modification letter. I asked for clarification in a timely matter, but XXXX refused to answer for over 60 days when I filed a XXXX complaint. In in the response to CFPB ( over 60 days later ) XXXX said it was confirming that I would not get the modification in that current response because I paid their statement amounts. XXXX violated servicing rule XXXX ( XXXX ) ( XXXX ), XXXX ( XXXX ) ( XXXX ), and XXXX ( g ) ( XXXX ). 

As a result, of XXXX refusing to make the modification permanent after their deceptive trade practices and violating CFPB rules, we are at this new complaint. 
I am in a covid forbearance because I experienced a hardship as a result of XXXX. 
On XX/XX/2021, I submitted another completed application. After several attempts to make it look incomplete, XXXX finally acknowledged they had all my documents. Afterwards I even sent them an additional pay-check stub from my new job. Then, XXXX tried to make it appear as if I had not submitted tax information. 
My forbearance ends on XX/XX/2021. XXXX has a loss mitigation review process. But, they are using the same excuse they used above saying that my modification is waiting for supervisor approval instead of completing the process. Then, they deceptively claimed my application was sent for investor approval because I did not provide the requested documents. It is a deceptive trade practice for XXXX to request an unnecessary document asking me to share my personal information with a third party and then attempt to use that document to claim that I did not submit the requested documents. It creates confusion because requested is not the same as required. The modification needs to be in place for XX/XX/2021 so they do not start harassing me for the payments that were not paid during XXXX. If they refuse the modification and know that I can not pay all the back payments, that would pave the way for them to start foreclosure. 

Now, XXXX is falsely claiming that I did not send all the requested documents and they are waiting on the investor. Well, I did submitted all the required documents. 
I am attaching the long XXXX XXXX showing how long I have been dealing with this. 
I am attaching the completed application and all the requested documents.

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