Consumer complaint received 2017-10-05
Company: Shellpoint Partners, LLC
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX, I requested a loan modification through my mortgage servicing organization, New Penn Financial. The organization received these documents and only AFTER, I contacted them as to the progress of the review for this modification, was I advised that additional/updated documentation was needed. I needed to submit XXXX newer bank statements as well as a corrected IRS XXXX form ( the original IRS XXXX form was completed per the instructions given with the packet and were incorrect, which I made mention of to the representative, who advised me that these instructions came from the IRS, not them, and she did agree they are wrong ). This corrected forms were emailed immediately to the loss mitigation department per her instructions. Well over a month went by and I heard nothing back from the bank. On XX/XX/XXXX, I initiated a call to the lender, asking about the progress of the application. It was n't until then, that I was advised I still needed to resubmit ( again, for the second time ) another IRS XXXX form, as I failed to " check XXXX of the boxes '' on the previous XXXX. I asked the representative why had n't the bank contacted me in an attempt to obtain this missing information. She stated that the person " in charge '' of this process ( XXXX XXXX ) did attempt to contact me, which I dispute. I have never received any email or voicemail to advise me there was missing documentation or for a return call. For further clarification with the representative, I specifically asked if this was all that is required and she assured me that this was the only documentation needed. This corrected form was emailed immediately to the loss mitigation department per her instructions. Today, XX/XX/XXXX, I again called the lender, requesting an update as to the progress of this review, and am advised by this representative that now, as of XX/XX/XXXX, I need to resubmit new pay stubs AND bank statements. I have not received ANY correspondence from this institution requesting this information, nor did the representative that I spoke with onXX/XX/XXXX advise me that this new documentation needed to be submitted. It appears that this institution is INTENTIONALLY DELAYING AND/OR purposefully allowing time-sensitive documents to expire, and without proper notification to remedy the situation, this cycle continues while the bank never processes this loan modification request. While I have continued to make my mortgage payments on time, I am struggling and have been asking for this program to assist me for XXXX months now, with no communication from this lender or any progress to get my loan modified. This is absolutely shameful business practice, and somewhere along the line, I 'm sure there is some deadline or time-frame that these requests must be answered. This organization appears to be purposefully stalling my ability to obtain a loan modification. I have filed a complaint with the organization, via the representative who assisted me today on the phone, as well as requested a follow-up phone call from the supervisor of XXXX ( XXXX XXXX ). I would like to file a formal complaint against this organization for their failure to adequately assist me and intentional delay of processing my application for a loan modification.

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