Consumer complaint received 2023-06-08
Company: Shellpoint Partners, LLC
State: RI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
After multiple times of resending copies of the same paperwork in XX/XX/XXXX I I excepted a loan modification with Newrez loancare. I made my XXXX and XXXX payment and then when I went to go make my last payment for the loan modification in XX/XX/XXXX I was told they had canceled my modification. I didnt understand why I asked him multiple times they told me that it was my fault when I explain to them that theres absolutely not XXXX thing that I have done wrong. I have done everything right and I also making my payments even before I started a long modification I was making my payments from XXXX on XX/XX/XXXX. I received a phone call from A representative from loss mitigation XXXX ex XXXX. She had explained to me that they had made a mistake on my modification, but dont worry about it. Its OK theyre going to give me a new loan modification. I asked them why what was the mistake? She did not tell me she just kept telling me not to worry about it. I asked her. I asked if it was their mistake why do I need a new modification I just cant make my last payment? She told me that they have to give me a new one. She offered me a new modification. this modification was different. It was a flex modification with no BPR. I asked her how do I accept it? She told me that I can deal with her over the phone. My first payment for XX/XX/XXXX. at this time my loan was being transferred to Newrez Shellpoint Mortgage company. I asked XXXX I said is this going to be an issue for me now will they still honor the loan modification if I get transferred in between she said absolutely theres have to order the modification. Its not gon na be a big deal. Just make your first payment with them and Ill be all set, I I asked one more time if she was positive because Ive been going through this process for a long time and I can not lose me and my children home.? she said absolutely. I accepted it with her over the. I am now with Shellpoint Mortgage company. I made my first XXXX payments and completed my loan modification with them. They had told me that they can not honor it because XXXX did not give them all of the paperwork which was the assumption that they needed because I am on the deed but not the mortgage and my fiancee was deceased and he was the borrower. She explained that I would have to start a new modification process so I did. I got a letter in the mail stating that my home is now In foreclosure. I was extremely upset because this is my home with my children and this is our home with their father before he passed. My point of contact told me it's on hold because I'm in modification process. I still dont understand why because I have been doing everything right and since I was notification, I dont know why that it was already in foreclosure especially because I was willing to make the payment still not explained I didnt XXXX na lose my house I do not wan na lose it I am I have proven twice and was paying before the modification starte. paying the mortgage which I have proven twice and was paying before the modification started In this time I had gone back-and-forth with Shellpoint and Loancare trying to figure out what had happened and when I spoke with Loancare, they kept telling me that they have to accept the loan modification that they do not need an assumption. It's now XX/XX/XXXX. I just saw that my loan modification and just figured out last weeklast week that when I called up my mortgage company, Shellpoint again, and I tried to speak with somebody different than my point of contact to see maybe if they can figure out what had gone wrong with my first XXXX modifications A gentleman had looked into it, it took him XXXX minutes and found out that XXXX had started me in the XXXX modification without getting assumption approval through Fannie Mae. Then before getting the assumption again started me in the new flex modification and then transferred the loan. He saw that they got denied after transferring loan because I was no longer with their company and they had already transferredto Shellpoint. After all these months, and this time it took me to have to talk to so many different people just to get XXXX person to actually look that up for me. Both these companies are horrible! after all these months, and this time it took me to have to talk to so many different people just to get XXXX person to actually look that up for me. Not anyone at loancare no my point of contact even made an effort to look into the situation. They just spoke to me like I was crazy. This is absolutely absurd. Now my home is in foreclosure, and after losing my fianc and my children losing their father the last thing I need to do is lose our home over a mistake, because the representatives at both companies are too lazy and careless to even figure out what the issue was for me and XXXX in foreclosure

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