Consumer complaint received 2022-01-18
Company: Shellpoint Partners, LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In summary, I was behind in my mortgage payment, entered into a repayment arrangement with Shellpoint mortgage, paid them for the agreement ( Shellpoint cashed my check ). Listed my house for sale, sold it, set a closing date and then three weeks before closing Shellpoint sole my house out from under me knowing that I had a contract on my house. I lost over a XXXX XXXX dollars due to Shellpoints action. The details are below.

I had been behind in my mortgage payments since XX/XX/XXXX. I entered into a three-month forbearance arrangement ( XXXX XXXX ), with Shellpoint. After the forbearance period I tried to speak with Shellpoint Mortgage Servicing concerning a payment plan which I could manage, but had no cooperation from them. They wanted the full back payment of over {$9000.00}. I was notified of foreclosure dated XX/XX/XXXX and Trustee Sale set for XX/XX/XXXX. On XX/XX/XXXX received a letter assigning XXXX XXXX as my point of contact with Shellpoint ( XXXX ). I never received any calls or messages from this individual nor was I able to speak with her when I called and so I spoke with a different individual every time I called them. I informed them that I was getting ready to sell my house which I was told was information that potentially could help. I listed my house on XX/XX/XXXX, unfortunately my realtor did not fax the list agreement to Shellpoint ( which I was not aware of at the time ). 
On the XX/XX/XXXX I spoke with Shellpoint customer service. I was informed that I had qualitied for a loan modification and that there would be a three-month trial period where I paid {$930.00} each month, thereafter there would be paperwork for a loan modification. I asked if I could pay all three payments at one time and was told I could, so I paid them {$1900.00} for XXXX, XXXX and XXXX, and was told they would be sending out paperwork to complete. Paperwork was received, notarized and sent back on XXXX XX/XX/XXXX. On XXXX XX/XX/XXXX received a letter stating that they had not received said paperwork and needed it back by XXXX XXXX. I assumed that was because I had just mailed it. On XXXX XXXX I again received a letter stating that they had not received the paperwork. I spoke with Shellpoint customer service ( always a different individual ) on XXXX XX/XX/XXXX and told them that my house had sold and would close of XXXX XX/XX/XXXX. I asked if I could roll the XXXX payment into the escrow and was told yes. I was also told that there was some discrepancy with my paperwork, however not to worry about it because by the time they send the paperwork and got it back, the house would have closed. So, at that time I understood that everything was in order. 
On XXXX XXXX, just a little over three weeks before I closed on the sale of my house, I received a call from my realtor informing me that my house had been sold on the steps of the court house. I was shocked! My house was placed back into foreclosure on XX/XX/XXXX and sold on the XXXX without my knowledge. I was never informed that my house was back into foreclosure or the date of the sale. Phone calls to Shellpoint were worthless. My next payment was not due till XXXX. They said the paperwork had not been completed correctly. I informed them that their customer service rep told me that everything was good and not to worry about the paperwork. They said they were sorry. My house had been sold for {$300000.00} and I had put all my money into fixing it up to sell. I was depending on the money from the sale of the house. They sold my house for {$200000.00} and I wont see any money for nine months which doesn't help me now! Not to mention my realtor 's loss or the buyers loss, who had sold their house and then needed to find another one in 30days. This is not right and all Shellpoint has to say is " sorry ''. 
I was informed by the supervisor at Shellpoint, XXXX, that my POC had noted multiple times in her records that she had tried to get in touch with me and had left several messages, however she was unable to tell me what phone number she called from or what number she was calling. My phone records don't reflect this as far as I can tell. I have no messages on my phone from her. I did find one email informing me that they were denying my loan modification. I have thousands of emails on my phone. I do not use email or computers well. I rely on the postal service. I have to have my neighbor come over and help when I need to do something on the computer. And why would she send an email with such important information? All previous notifications were by mail. I did receive mail after the house was sold that informed me that my loan modification had been denied and to contact them for foreclosure alternatives.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation