Consumer complaint received 2023-08-30
Company: Shellpoint Partners, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: An existing modification, forbearance plan, short sale, or other loss mitigation relief

Complaint:
I was granted a Loan Modification from XXXX XXXX. I was making trial payments with XXXX XXXX but then they sold my loan to Shellpoint Mortgage Servicing. I started making payment with them while I was waiting for the Loan Modification documents to be sent to me with what my final payment per month would be. When I received the loan modification documents to be signed I noticed my ex-husband 's name on them. I reached out to Shellpoint and they advised me that his name was on my deed. Part of our divorce was that he was to do a Quick Claim Deed which he did not do. I reached out to him and he was not being very helpful trying to fix this problem. In the meantime I was reaching out to my case worker letter her know of my issue. The communication with this company is horrible. I at times would not get a call back or email for weeks. Per Shellpoint the Modification lapse due to me not sending back the signed documents. I tried to reach out to them many times to let them know of the issue and I was working on fixing it. I reach an agreement with my ex husband that he would sign the Modification document and we would work on getting his name taking off the deed. That was not good enough for them they said it was too late and that modification is void. I asked if I can apply for another modification with them and they agreed. I asked if I could include my new husband income and they said yes. I had a company that they arranged to come into my home to do a market analysis. After many attempts sending them all the documents needed at some times sending them more than once they told me it was denied due to debt income ratio which did not make sense to me because XXXX XXXX granted me a modification with just my income. I was told that my house has an auction date of XX/XX/2023. I begged them to work with me and they were very difficult and at times not returning my calls or emails. I went to the auction and I was the only person there. There was a man on his phone that was given the property information to and when I heard my address I asked if bidding was happening for my address. The man looked at me up and down and asked if I was bidding. I asked what the bidding amount was and he said {$350000.00}. which I thought was odd because that is not what I owed. I told him that I was the homeowner and I wanted to see how this process was. They seemed surprised that I was there and noticed again that I was the only one there. The auction was not made public in any of the local papers Town Hall did not even know an auction was taken place. It was only located on XXXX I called Shellpoint the next day hoping to work something out since it did not sell and they told me it was XXXX and someone will be reaching out to me. I feel that they have something going on with these XXXX I feel like something shady is going on. The XXXX that reached out to me is from a different state. He had one of his agents go to my house and spoke to my 15 year old step son telling him to put his number in his phone and have his parents contact him. He did not even have a business card and why are you speaking with a child regarding this matter. I made contact with the XXXX who told me Shellpoint was offering me {$5000.00} to 30 days to leave my house as a " Keys for Cash '' deal. I told him no. He wanted to know what I wanted and I told him my modification with XXXX XXXX be honored I also told him {$20000.00} and 45 days so I can get my house packed and be able to move somewhere else. I have not heard back and that conversation was on XX/XX/2023. I have also filed a complaint with the XXXX XXXX XXXX I would just like to have the modification that XXXX XXXX offered.

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