Consumer complaint received 2017-11-03
Company: Shellpoint Partners, LLC
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We have been dealing with Shellpoint mortgage servicing for more than 6 months on a loan modification that they have yet to complete and continue giving us the run around. We had our loan purchased by shell point without our involvement. Shortly after they took the loan over we started a loan modification. This company has pushed us off on one point of contact to another and will not complete the process.
We have submitted the same paper work they request no less than 5 times and we have dealt with no less than 5 different points of contact. Each time we near the end of the process and complied with all of their unreasonable demands they hand us off to another person who tells us that we didnt get the proper paper work into them in time and that we would need to start the process over again. I have spent hundreds of dollars in accounting fees to have multiple P & L statements, have duplicate personal and business taxes faxed to them over and over and over again. With every new point of contact we are handed off to they come up with different guidelines and conflicting information. One example is that more one person would tell us to sign, date and write our loan number on the first page of everything we faxed to them and then we were told that was incorrect and that the second page has to have that information on it.
When we started this process, we were told by shell point to not to make our payments as we were working on the modification. Many times, in the first few months we would question them on this and they would say dont make any payments then they continue to drag their feet, outright lie to us and then change the rules in the middle of the game. When I told the 3rd or 4th point of contact that we were told by the ones before not make the payments while in the modification process they said Oh we would never tell you that The next thing we know we received foreclosure papers. We have over {$75000.00} in equity in our home and we believe that they are doing everything in their power to steal our home and equity from us! We were putting the vast majority of the payment money aside. We have {$8000.00} and decided that we should just bring the loan up to date and be stuck with a payment that was very difficult for us to pay. We receive a letter from the attorney handing this case for shell point at the beginning ofXX/XX/XXXX saying that as of XX/XX/XXXX we would have to pay approximately {$8600.00}. To bring the loan current. In the 3rd week ofXX/XX/XXXX I had called shell point and spoke with the 5th or 6th point of contact and asked her how much it would cost us to bring the loan current and she told me {$18000.00}!!!! this amount has over doubled in less than one month time!!!! Regardless of legal fees and interest this figure is insane which makes me believe even more that they are attempting to scam us out of our home!
We have contacted and have been working with a financial counselor from XXXX XXXX XXXX of Minnesota and she has been trying to work with shell point to get this resolved. She had informed us that because we are both self-employed they are going to really give us a hard time. Our counselor gave us your website to file this complaint. There was a sheriffs sale of our house scheduled forXX/XX/XXXXof this year which I was at least able to get a postponement until XX/XX/XXXX
This whole situation has been waring so badly on both of us that our health has declined drastically due to this stress. Any help in resolving this issue would be greatly appreciated!!!
Thank you, XXXX XXXX

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