Consumer complaint received 2021-07-02
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I contacted Shellpoint Mortgage servicing via telephone to inquire of my options for my Mortgage on XX/XX/XXXX, after being terminated from my job on XX/XX/XXXX. During this call the agent suggested I initiate a COVID Relief Forebearance, and to call in when my employment started again. In XXXX of XXXX I contacted Shellpoint Mortgage Servicing to inform them I was working again. They then proceeded to send me forms to fill out to initiate a Loan Modification. 

On XX/XX/XXXX I was contacted by my supposed Single point of contact at Shellpoint Mortgage to inform me that I would have to make a payment of {$1500.00} in order for the loan to be current in order to process the modification. On XX/XX/XXXX my Single Point of contact verified that the payment was received and that " we should have an update next week. '' I received no updates, however did make another payment on XX/XX/XXXX in the amount of {$1500.00} verified by email on XX/XX/XXXX. Also on XX/XX/XXXX I received an email after inquiring why my Mortgage was still showing as delinquent - the single point of contact for my modification stated " I am going to do some research to verify why your loan is still delinquent after the modification. I will follow up as soon as I have an update. '' On XX/XX/XXXX I sent an email to Shellpoint Single point of contact asking how the XX/XX/XXXX payment could be delinquent ( as shown in the online portal ) - the response was " I am still waiting on an update, as soon as I have one, hopefully tomorrow, I will follow up. '' On XX/XX/XXXX I received an email from a new person st Shellpoint " My name is <REDACTED> and I am working on your loan modification with <REDACTED>. It looks like there was an issue with the last modification that we drew up and we needed to send you revised modification documents. It looks like we mailed those out on XX/XX/XXXX. Have you received those by XXXX  yet? And if so, do you have any questions on the new terms of the modification? Please let me know, I will be happy to go over those with you. '' I replied on XX/XX/XXXX " XXXX  is scheduled to deliver them today actually. May I ask what the revisions are to the Modification? Also, I am receiving almost daily calls stating that I am in arrears - may I ask where that stands? '' to which I received a reply " It looks like there was a payment missing from the modification documents and that may be why your account still showing past due. Your new balance has changed to {$100000.00} and the new total monthly payment will be {$1500.00}. That is all that has changed. I apologize for the calls. I can submit a complaint that will hopefully stall those until we get the modification completed. '' XX/XX/XXXX I receive yet another email from Shellpoint " Congratulations weve approved your loan modification! Please send us your signed and notarized agreement documents right away, so we can finalize your modification. '' On XX/XX/XXXX, we notified the Contact at Shellpoint that the documents had been sent via XXXX - we received a reply right away thanking us for sending them so promptly. 

On XX/XX/XXXX I called to make a payment with Shellpoint after being unable to log into the Shellpoint payment portal. Upon calling I was notified that the loan was transferred to XXXX XXXX, and I would have to contact them to make the payment - I sent the following email to my Modification contact " Hello <REDACTED>, Needless to say, I am now extremely concerned over that state of this loan. 
Once again today I called in to make a payment, but this time I was told that the loan was transferred on XX/XX/XXXX to a new company, and that the agent that took the call has very limited visibility into the documentation. Could you please inform of what happened between the XXXX of XXXX, when you received the modification documents, and the XXXX - when apparently the loan was handed off somewhere else. I am now EXTREMELY concerned over the handling of this modification. '' to which I received a reply from Shellpoint " Your account was service transferred. We sent a letter on XX/XX/XXXX to advise of the transfer and the new servicers contact information. We have sent the modification over to the new servicer who will honor the agreement that Shellpoint offered. We will no longer be able to see details on your account and you will need to contact XXXX XXXX to make your next payment. '' I contacted XXXX XXXX, who were quite obnoxious that I was " very delinquent '' so I contacted my contacts at Shellpoint via email on XX/XX/XXXX " Well I called XXXX. 
XXXX XXXX says I owe a payment of {$9500.00} - And that NO information was transferred regarding a modification. and Therefore, I owe {$9500.00} immediately. 
I need your assistance here <REDACTED> - needless to say, this doesnt give us good feelings about this being a clean transfer of the Modification. '' I received a reply from Shellpoint on XX/XX/XXXX " <REDACTED> is currently out of the office until XX/XX/XXXX I am currently assisting her. According to our records all the documents are transferred to XXXX upon the service transfer of your account. Please try to see if you can speak one of the manager from the XXXX and have them research the modification paperwork weve sent to them. '' I have continued making regular payments to XXXX XXXX despite being " discouraged from doing so if there is a modification pending '' from their telephone agents when calling to inquire about the Modification - each time being told that " We are still waiting on documentation from Shellpoint '' Latest payment was just made online on XX/XX/XXXX in the amount of {$1400.00}. 

On XX/XX/XXXX I received a " Notice of Default and Intent to Accelerate '' from XXXX XXXX. I immediately called their customer service line and spoke to an agent who requested that I send the email to the XXXX general customer service email stating that XXXX had agreed to Accept the Modification from Shellpoint, WhichI did, and cc 'd the Shellpoint representatives, who immediately replied with " If this requires any further details would you please forward your request to XXXX? Since we no longer are servicing your account here at Shellpoint, I am unable collect any information on your behalf. Loan servicing will be able to see the previous details of your account. '' I resent the email including the above noted email address and XXXX XXXX, both Shellpoint representatives and myself as follows : " Resending per <REDACTED>. 
Please consider this a Notice Of Error for XXXX XXXX XXXX Loan # <REDACTED> ), as the Modification ( Modification <REDACTED> ) in process from Shellpoint Mortgage ( Loan # <REDACTED> ) has created issue with XXXX XXXX in sending notice of default and intent to accelerate dated XX/XX/XXXX. 
I ask this be reviewed between XXXX XXXX and Shellpoint Mortgage Servicing immediately to avoid and further complications. '' I feel this has been very poorly handled, and has caused extreme stress with not only myself, but with family. I wish to formally file a complaint over the handling of this Modification and transfer of Mortgage servicer. Both Parties ( Shellpoint and XXXX XXXX ) have acted very poorly in this regard - and it seems this is a common practice of XXXX XXXX - XXXX XXXX XXXX

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation