Consumer complaint received 2019-01-02
Company: Shellpoint Partners, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I closed on my home in XX/XX/XXXX with XXXX XXXX XXXX. Everything was going fine payment wise until my family and I were affected by hurricane Matthew XX/XX/XXXX. I had damage to my home and my children and I had to evacuate. I had damages to my home, I lost power and my food. As a new homeowner, I was dropped from my homeowner 's insurance company, because I had filed a claim. XXXX allowed me to make arrangements to pay my mortgage. Then in XX/XX/XXXX I had a loss of income and was not able to pay my mortgage. Also in XX/XX/XXXX, we had another hurricane and had to evacuate again and I loss wages. XXXX had me complete some paperwork to begin trying to make a way to save me from going into foreclosure. I filled out the loan modification papers and I believe everything was put on hold while I was going through the modification process. All the while going through this process, someone kept coming to my home creeping my family and I out, by putting a tag on my door with a handwritten note indicating for me to call XXXX. I kept asking why is this happening when they know I am complying with what I am being told. XXXX stated that they are aware that someone is coming out, but its protocol to see if someone is still living in the property, but they do not know the name of the company that is coming to my home. In XX/XX/XXXX, I was approved for trial modification to pay {$850.00} for three months. After the three months, I was told that my modification will be reviewed to determine if I would be approved. Every time I would call into XXXX ( after my three months ), they would tell me that Im still in the trial modification and that even though its after the 90 days they are still working to get my modification approved. This extended all the way until XX/XX/XXXX. I was given a letter stating that my loan modification was approved to continue to pay {$850.00} and my new terms and agreement would be sent out to me and that someone would come out to my home to certify my documents. I received the documents via post-mail. The VERY next day these same documents were taped to my door ( creeping me out again ). I called XXXX about it and really did not know why this would happen or who did it. Nevertheless, I contact XXXX they come out to my home in XX/XX/XXXX to notarize my paperwork and to send it back off to XXXX for finalization. I called XXXX after XXXX XXXX XX/XX/XXXX to find out if they received my signed documents. They said that they did not. I called for about 2 weeks and finally they were located. Even with them now finding my document, I was still considered in a trial. Every time I called XXXX about getting things finalized, Ive heard different stories about my loan being transferred to another company, then I was told that it was not being transferred. When I inquired about my modification approval been signed by XXXX, they stated that they sent it out somewhere for recording and are waiting to get it back. Later I learned that the recording was here in my own county. I called down to the clerks office to inquire about the recording and I was told the only recording they had was when I first purchased the home in XX/XX/XXXX. I called back to XXXX to inform them of this information and that I wanted to have my sign contract. I kept getting the runaround about the contract, so I later filed a grievance on the corporate level because I had learned once again that in fact my loan was being sold ; and that I was being transferred effective XX/XX/XXXX. I questioned XXXX and ask them how could they transfer my loan and my business is not finalized yet and I still dont have my contract? After filing my grievance, I received via email my execute loan modification. I inquired about my payments, stating that I had been paying since XX/XX/XXXX was not being recorded with the credit bureaus. XXXX informed me that all of these things would be taking care of prior to me transferring over to the new loan company, but that was not the truth. My loan transferred over to XXXX XXXX on XX/XX/XXXX. I  contacted XXXX XXXX to inquire about my loan and they stated that they were not able to discuss with me fully until the loan was fully transferred over and to them give it about a week or two. So I gave it a couple weeks to inquire and I was told by the Representative that it takes about 60 days for my loan to be fully transferred over, but that I would not experience the issues that I had with XXXX. They stated that it should be a smooth transition. This information was not the truth either. No sooner than after my loan transferred over to XXXX XXXX, I started receiving foreclosure letters and threatening letters from a company called Shellpoint. I never heard of them before, so I contacted them online to see who they were and I reluctantly created an account because I thought someone was using my name fraudulently. I scrolled down to the bottom of their website that I saw that they were Doing Business As XXXX XXXX. I realized that this was the same company. I contacted the company and shared with them my concerns and everything that I experienced with XXXX. I asked if they are aware that my loan is being transferred over, why am I receiving foreclosed letters, threatening letters, and stating that I owe all of this money? I was told by my single point of contact at Shellpoint that this is typically their process. I was told that I would not able to pay my mortgage until my loan was fully transferred over to them. They gave me an email address to their Escalations department to send them something in writing because I wanted to request a letter stating that while going through this process, I am not allowed to pay my loan. The Escalations department sent me everything but I what I requested. As time went on I still was receiving letters stating that I owe all this money. I kept calling back because I was fearful of losing my home because everything was not fully transferring over from XXXX. When I talk to a Shellpoint Rep, they stated that my loan had transferred over enough so that I can make a payment. I made a lump sum of {$1700.00} for the month of XX/XX/XXXX and XX/XX/XXXX ( combined ). I told him that I really wanted to get this issue resolved and get on with my life. They told me that they can not do anything until they received contract signed by me and XXXX. They said XXXX only sent them an unsigned copy. I told them that I have a signed copy of the executed contract. I sent it to my single point of contact, she never acknowledge that she received my modification. I left her voicemails, stating if she did not get me, she could leave a detail message informing that she got it. She never verified via phone or email that she received it. I later spoke to another Rep that told me that I am not allowed to email my contract to a contact and that I needed to send it to Loss Mitigation. I learned that the single point of contact will was no longer my contact and I had been transferred to someone else at Shellpoint. I requested to speak to a manager at that point because again here it is again my business is not finalized and yet Im being transferred over again. I spoke with a supervisor who stated to me that it looks like the modification that I have would most likely have to be done all over again and that they would work get me a better modification amount then what I currently have. The supervisor also told me that if I was to submit the contract for them to honor the modification, that it could put me further in debt because only a portion of the money was given to them. She asked that I give her time to work on it. Meanwhile I continue to receive letters, but this time the payment amount came down. I received invoice letters for {$980.00}. I received invoice letters for {$1200.00}. I called to inquire about that and none of the people that I spoke to at Shellpoint could explain to me why am I receiving figures other than approved modification amount of {$850.00}. They said that if I only pay the {$850.00}, there will be a balance and late fee. They see on their system that my escrow amount has not changed, they see my property tax hasnt changed. Quite frankly the property taxes and escrow arrears all were considered and calculated when I was approved for the modification at XXXX making it {$850.00}. I was even told by Shellpoint they see an amount of {$850.00} as my payment. Where are these figures coming from? No one seems to know. Due to all that I have experienced, I am writing/filing this complaint because I am fearful of losing my home. My anxiety level is to the roof. I am having trouble sleeping because of this is constantly on my mind. Im unable to function properly at work and basic daily routine because I dont know if one day when I come home, will there be a home to go to. The point of this complaint is to have my contract honored. I am okay to keep my {$850.00} executed contract without penalty and be free from any other additional debt and/or bankruptcy. This complaint is to have Shellpoint honor my terms and conditions of this contract and to send me over to XXXX XXXX and remove me from Shellpoints Debt Collection/Loss Mitigation Department. I did everything that XXXX requested of me for the past year and a half to get this modification approved. I should not be penalized in this manner and have the uncertainty of not knowing if I have a home for my children and I because the two companies cant get it together for the sake of the consumer. I want my county to be sent the proper documentation to put the recording on file that is necessary. I want my credit bureaus to be made aware that I have been paying my modification amount on time since XX/XX/XXXX. I know what its like to be XXXX  when I was a child and as a result, I had to grow up in XXXX XXXX. I purchase this home to give me and my children a sense of stability and consistency and this fear of losing my home is traumatic for me!!! Thank you for taking the time to review my complaint.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation