Consumer complaint received 2019-11-18
Company: Shellpoint Partners, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
We are now submitting our third complaint in an assumption process that is now at 300 days and counting. While we have many complaints, the biggest two are : the inaccurate information Shellpoint gives us, and the complete absence of customer support we are receiving from Shell Point. 
Misinformation : In XX/XX/2019 we were told an assumption packet would be sent to us within 5-7 business days, but it was not until we filed a complaint in XXXX with the CFPB that it was finally sent. We were told we could contact XXXX XXXX or XXXX XXXX with any questions, but we called both and left messages numerous times, and heard nothing. Our emails went unanswered as well. Finally, at the end of XXXX, XXXX XXXX called my son, XXXX XXXX, the authorized 3rd party on the account, and told him everything had been approved and he would hear from the underwriters in a few days. Neither did the underwriters call nor could XXXX ever be reached again. However on XX/XX/XXXX the application ( which was said to have been approved by underwriters ), was finally processed, and the appraisal was not done until XXXX. 
So looking at the timeline, the information given to us was untrue? Was the home not yet approved in late XXXX? 
After waiting for another four months, we had to write a second complaint. In the reply to our second complaint, Shellpoint admits that no underwriter had been secured, even though we were told in May that it was all set and we would hear from them in a few days.

Why would Shellpoint allow almost 120 days to go by and force us to write a second complaint before someone wrote a letter and said : Oh, yeah, no, there are no underwriters after all? In that same reply ( to our second complaint ) Shellpoint stated : We are working diligently to secure a different partner to complete assumption requests. We disagree, and we do not interpret allowing 120 days to go by as diligence.

Absence of customer support : We were told in a letter from XXXX XXXX, dated XX/XX/2019, Should you have further questions, you may contact me at XXXX. We have called her six times, and left messages because we do have questions. And surprise, nobody has either answered or called back. We are now over 300 days of calling, leaving messages, emailing, and we can not get in touch with a single person. We have only had the one phone call in late XXXX ( by XXXX ) with misinformation, and two letters. And those letters have only come after we submitted a complaint.

Is that the normal business practice for Shellpoint? Are other people also being ignored? Does Shellpoint only reply when complaints go to the CPFB? Being a homeowner is no small thing and we deem it simple ethics to grant homeowners the ability to speak to a representative who can help them succeed. We are seniors citizens and this home represents our entire life 's work. We deem that being ignored by Shellpoing is a gross injustice.

We are extremely disappointed with the Shellpoint experience. We feel like Shellpoint has been an evasive company that misguides its homeowners.

Now we are starting to wonder if Shellpoint 's company goal is to enrich their company by putting struggling homeowners out in the street, as that is how we feel. Whenever we call Shellpoint to make a payment, it takes less than 60 seconds for Shellpoint to put someone on the phone and collect our money, but when we want to talk to someone on the phone to help us succeed, no one is around. It has taken over 300 days to get one phone call, and that turned out to be misinformation.

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