Consumer complaint received 2019-12-17
Company: Shellpoint Partners, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We kept getting letter from Shellpoint Mortgage about a Streamline Mortifications this started in XX/XX/XXXX the first letter came. 

We spoke to the first point of contact XXXX XXXX over a course of 2 months he knew no payments where being made monthly since XX/XX/XXXX. 
XXXX XXXX I and customers service left him a messages and emails XXXX XXXX I and customers service left him a messages and emails XXXX XXXX I and customers service left him messages and emails Mr XXXX arranged all the papers and told us to pay our first month mortgage payment XX/XX/XXXX was the first payment XX/XX/XXXX XX/XX/XXXX we did on our XXXX bank   account. 

We never got a phone call after making the payment so I reached out to Mr XXXX and he never returned my phone call. 

On XXXX XXXX I got a letter stating u can not get a Streamline Mortifications. 
I kept calling trying to find out what happened to Mr XXXX no answers. 
So I asked customer service can I speak to someone else I then got a another point of contact XXXX XXXX She told us the same thing yes we can have a Streamline Mortifications and save your home on XXXX XXXX our first payment is XXXX XXXX XXXX XXXX XX/XX/XXXX I started calling Shellpoint Mortgage because she never reached back out to tell me anything because she told me she was going to call me if something happened that would stop me from getting help. 
On XXXX XXXX I was told again no you can not do a Streamline Mortifications but you can do a payment plan But Ms.XXXX was the only point of contact I can get to help me no one else again just like Mr.XXXX XXXX XXXX I and customers service left her a messages and emails to call me back XXXX XXXX I and customers service left her a messages and emails to call me back XXXX XXXX I and customers service left her a messages and emails XXXX XXXX She called me back at XXXX XXXX and told me I can have a payment plan and nothing else but there is no fee and court cost on my account I have to get that amount before making a payment plan available for me. 
She said she was looking on the computer for the information but in my account it was not there. 
She would call me back on Thursday or Friday because she was moving out of her place to get a new place and would not be at work. 
I never heard from her so I called her on Monday XXXX XXXX to found out the fee and court cost so I can do a payment plan Ms XXXX said to me the foreclosure department hire the same attorney to foreclosure on you by XXXX XXXX So you have to pay back everything you owe. 

6 Months passed with this mortgage company I pay {$1900.00} a month {$11000.00} made me deeper in collections while they committed Bank Fraud and fraudulent Mortgage tactics and Money Laundering. 

This mortgage company prolong my payment on Purpose. 
Why would this fraudulent behavior happen for 6 months and still put me in foreclosure. 

I need help now I have a XXXX XXXX

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