Consumer complaint received 2023-04-04
Company: Shellpoint Partners, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My name is XXXX XXXX, For months, I tried to work with XXXX  XXXX XXXX to modify my mortgage under the guidelines of the California Mortgage Relief Program. As detailed below, I went through great efforts with XXXX  XXXX XXXX ( XXXX  ) to modify my mortgage. Although I provided all the requested information for the modification, XXXX failed to make a good-faith effort. Instead, XXXX repeatedly assigned me to one representative after another, each of whom repeatedly asked for the same documentation that I repeatedly provided. 

On XX/XX/XXXX, I received a letter regarding the status of my loan modification application. The letter notified me that XXXX  XXXX XXXX ( XXXX  ) is not able to review my application because of the following reasons : ( a ) XXXX  is unable to verify my qualifying income. 
( b ) XXXX  is unable to verify my employment. 
( c ) XXXX  is unable to verify my ownership or my occupancy of the property. 
However, I provided the requisite information to XXXX  when I first submitted my loan modification application in XX/XX/XXXX. That information was contained in the following documents : ( 1 ) My XXXX Tax Return, which provided income verification and the fact that I am self-employed. I have been self-employed for the past 16 years. 
( 2 ) The Title and Deed of Trust for the subject property.

( 3 ) Numerous utility bills for the subject property. 

On XX/XX/XXXX, I spoke to a XXXX representative ( XXXX XXXX XXXX XXXX, the only person at XXXX who returned my call. During the call, XXXX XXXX apologized several times, saying XXXX made many mistakes regarding my Loan Modification process ( which has been ongoing since XX/XX/XXXX ), but XXXX  could do nothing for me, even though mistakes have been made with my file. 



I have been responsive to all information requests from XXXX. For example, since I submitted my application in XX/XX/XXXX, I have been diligent in calling XXXX  weekly to check on the status of my application and to see if there is anything additional the underwriter needs. Below is a partial chronology of my interactions with XXXX  regarding my application for a loan modification : ( a ) In early XX/XX/XXXX, I spoke with XXXX XXXX. 
( b ) On XX/XX/XXXX, I spoke with XXXX XXXX. 
( c ) On XX/XX/XXXX, I spoke with XXXX XXXX, who informed me that I was assigned a new case manager, XXXX XXXX. I called and requested that XXXX XXXX call me on this matter, but she did not. 
( d ) Afterwards, I called XXXX  and spoke to an account manager, who informed me that I had a new case manager, XXXX XXXX. I again called and left a message, requesting a call from XXXX XXXX, who never returned my call. 
( XXXX ) On XX/XX/XXXX, I called XXXX and spoke to XXXX XXXX. We discussed my financial situation for approximately one hour during the phone call. Thus, XXXX XXXX also had my information. 
( f ) On XX/XX/XXXX, I was able to speak to XXXX XXXX, who also requested my financial information, and I faxed that information to XXXX XXXX. 
( g ) On XX/XX/XXXX, I called XXXX  and spoke to XXXX ( I did not get her last name ). 
( h ) On XX/XX/XXXX, I called XXXX  and spoke to XXXX ( I did not get her last name ). I called and spoke to XXXX XXXX times during that week after she requested my financial documents, which I had already provided. However, I again faxed the requested documents. Afterward, I called and left several messages for XXXX and asked that she return my calls ; she never returned my call. 
( i ) On XX/XX/XXXX, I again called XXXX, and I was able to speak with XXXX XXXX. During that call, I requested clarification on the status of my application, and afterward, I faxed my financial information to XXXX XXXX. 
( j ) On XX/XX/XXXX, I again called XXXX  and spoke with a manager for nearly one hour in an attempt to understand the letter that I received from XXXX on XX/XX/XXXX. That manager told me to email or fax the XXXX Appeals Department. 
( k ) I have also called and spoken to numerous other XXXX  representatives, whose names I was not able to document because I was driving during the calls or otherwise was not able to document the calls. 
( l ) I have faxed the same documents repeatedly to XXXX because XXXX has continuously changed the person assigned to my case. 

After repeatedly providing all the requested documents and providing that information when speaking with numerous XXXX  representatives over a 150-day period, it appears that XXXX  has not approached my loan modification request in good faith. Apparently, XXXX has now transferred my mortgage to Shell Pointe Mortgage without ever addressing my modification. 

I started working with Shellpoint in XXXX of XXXX and started the modification process all over again. After Seven months into the modification process, they did not offer me a loan modification and mailed a letter saying my XXXX was high. I wrote an appeal letter and mailed it out to them XX/XX/XXXX they haven't responded as of XX/XX/XXXX. I called on XX/XX/XXXX to check on the status of my appeal. I spoke with XXXX XXXX she told me my appeal was turned down and couldn't tell me any reason why I was being turned down!! Shellpoint has already begun Foreclosure Proceedings, which baffles me because I have Applead their decision, and without giving me any explanation for the turndown, they have begun foreclosure proceedings. This is unacceptable! 

I am currently working with a HUD Counselor XXXX XXXX XXXX XXXX Counseling Department XXXX XXXX HUD CERTIFIED HOUSING COUNSELOR USA Homeownership Foundation , Inc . 
Corporate Headquarters XXXX XXXX XXXX # XXXX XXXX, CA XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX I have applied for help from California Mortgage Relief for assistance and am still in the underwriting process XXXX

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