Consumer complaint received 2015-11-20
Company: Shellpoint Partners, LLC
State: VA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
Last year around this time, I tried with New Penn Financial to obtain a refi via the XXXX program. I had some issues, and at the end I was told by XXXX XXXX that I had too many inquiries and we could try next year. Several weeks ago, I stated getting calls and email from him advising that XXXX had some new guidelines, and that It could benefit me. I responded in an email to him, I did n't want to go throught this again and end up getting additional hard inquiries on my credit file. 
Email from XXXX XXXX on XXXX XXXX. 
XXXX, I am following up on a refinance application you had with us about a year ago. At the time, unfortunately at the time we were unable to move forward, however now we have rolled out some guideline enhancements to that program and based off of your old file it looks like you may qualify for a significant payment reduction. Please give me a call when you get this so we can discuss in more detail. 
XXXX XXXXSenior Mortgage ConsultantXXXX # : XXXXMy Reply on, XXXX XXXX ; Hello XXXX, what has changed since last year? - I do n't want to add more credit inquiries on my file ; I can tell you right now, that my credit score is XXXX. My wife is still in the XXXX hundreds. 

XXXX XXXX XXXX on XXXX XXXX : XXXX, The majority of changes that were made is that they eased the credit requirements that allow more files to be able to run with an approval. While I understand you do not want any inquiries, I would say the potential reward for taking another look would be worth it. Your credit score is well above what we need, and rates are still low. As long as you have n't missed any mortgage payments lately I think we have a good chance to get the refinance done this time around. The XXXX program also comes to an end XXXX/XXXX/XXXX so it 's a good idea to try and take advantage of it while it lasts. Let me know if you would like me to run some new numbers for you when I am back in the office tomorrow morning. 

XXXX XXXX XXXX XXXX XXXX. 
XXXX, Good afternoon, I hope you had a great weekend. I just wanted to follow up and see if you had given any thought to revisiting the refinance. I already have all of the necessary information on file, all I need is your ok to take another look and see if we can get the refinance done this time around. Let me know if you are interested or have any other questions/concerns. Thanks. 


XXXX XXXXSenior Mortgage ConsultantXXXX # : XXXX XXXX, on XX/XX/XXXXXXXX, I sent a letter to XXXX and also XXXX line for help and today, I was called back a lady from the Bank 's executive office. They wanted to know what you mean by " they are reporting the loan delinquent XXXX. '' She told me, they do n't report to the investors. So, if can be more specific, it will help. I filed for bankruptcy XX/XX/XXXX, I had a lot of accounts in delinquent status. The last time this loan was late, was XXXX XXXX. 
XXXX XXXXNo Response : From XXXX XXXX, on XXXX XXXX ; XXXX, I 'm very concern that I have not heard back from you. Before I reached out to you, you made several calls to me, now it looks like all is dead, no calls. 

I need to know where you get the information that XXXX is reporting my loan delinquent to XXXX XXXX and also, I now a little about the XXXX guide line, and XXXX of the requirements is " You are current on your mortgage, with no 30-day+ late payments in the last six months and no more than XXXX in the past 12 months. " And, as I advised you the last time we paid this loan late was XXXX XXXX. The last time we talked, you have mentioned just me on the new loan, but for XXXX my wife and I are on the loan, I do n't we can change that using HARP, so that brings me to think that you tried to do this a different way. 

Please advised, Thanks, XXXX

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