Consumer complaint received 2016-08-24
Company: Shellpoint Partners, LLC
State: MI
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
XXXX - XXXX 2016 - We applied for modification in XXXX then on XXXX XXXX spoke to Shellpoint and they said the modification review was still ongoing and nothing needed at this time from us. Then in XXXX XXXX we learned that the mod was denied on XXXX XXXX. I asked why they did n't tell us on XXXX XXXX when I called and he could not explain. We never received a phone call or letter informing us of the mod denial on XXXX XXXX. XXXX - We appealed the denial and XXXX XXXX said the appeal was denied because to capitalize the total arrearage into principle balance over 40 year term would increase the monthly payment. She explained that they could not increase our monthly payment. XXXX - We submitted a new request for modification and notified single point of contact XXXX. Over the next two months they repeatedly asked for more documents and we complied with the help of our housing counselor at XXXX Extension. XXXX XXXX - I called Shellpoint Loss Mitigation Dept. and they said they did not receive all the paperwork we sent. We have fax verification documents and emails as proof that the documents were sent on XXXX XXXX, XXXX, and XXXX. We called and spoke to XXXX XXXX and told him everything was sent those dates. Regardless, we re-sent all the documents on XXXX XXXX. XXXX XXXX - Another single point of contact was assignedXXXX XXXX. They told us that they need more documents : XXXX was missing a checkbox, a Profit/Loss, and paystub for Destiny ( daughter ). We submitted all. XXXX XXXX - I called Shellpoint to get status update because I had submitted everything well before XXXX XXXX like they requested. They informed us there was XXXX documents that had expired and they needed updated : Borrower Assistance Form, Dodd-Frank, XXXX ( a newer version ), another pay-stub for XXXX ( daughter ) and non-borrower contribution letters from XXXX ( wife ), XXXX ( son ), and XXXX. Also, she confirmed we are still in foreclosure status but there is no sale date yet. XXXX XXXX - I called Shellpoint after I received a letter that yet another single point of contact : XXXX XXXX was assigned ( letter dated XXXX XXXX ). I spoke to her and asked her why I would need to submit all these documents again when I submitted everything they asked for before XXXX XXXX which is the deadline they gave. She could not explain. This is when she informed me that I was approved for a streamline modification. She explained that I was approved for this in XXXX. I asked her how this could be if I was just told a couple days prior that I was still in active foreclosure and they were needing more documents from me. She could not explain. She then told me this type of mod did not require any documents and that I was randomly picked. She then informed me my new payment was {$1700.00} and the Trial Period was for XXXX XXXX, XXXX XXXX, and XXXX XXXX. This is a problem for several reasons : I was not told I had a streamline modification and therefore I was already 22 days late/delinquent on my first payment. Also, this new payment is higher than it was before, which does not help our hardship.They told us back in XXXX they could not give me a modification because it would increase my payment, now they have done just that! We 've so many " single point of contacts '' that it defeats the purpose. They 've repeatedly lost my paperwork or asked for more and more. They do not return mine or our housing counselor 's calls in a timely manner. They have repeatedly given misinformation as as well ( telling me I am in active foreclosure when I have been approved for a modification 3 weeks prior, or telling me they are still reviewing my modification when it had been denied a month earlier ). I really feel they are stringing me along until I just give up and let the foreclosure happen. My goal is to keep my home with an affordable mortgage payment, but Shellpoint is making that incredibly difficult to do.

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