Consumer complaint received 2016-05-05
Company: Shellpoint Partners, LLC
State: CT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been disputing questionable activity on my account from XXXX XXXX through XXXX XXXX with little to no assistance from Shellpoint Mortgage Servicing. XXXX XXXX I received a foreclosure letter. I have since sent in a RESPA letter requesting documentation to complete an audit on my account. 

I believe Shellpoint has mismanaged my account by applying other account payments and fees to my account. They have since charged me with copious fines and fees, claimed I was paid through XXXX XXXX, XXXX and then rescind their claim. 

The activity on my account since XX/XX/XXXX has been criminal and negligent. Shellpoint has intentionally worked to cover up and make amends to an error in processing on my account rather than have a conversation with me to work on adjusting my mortgage correctly. 

I have the letter I sent for your review as well as a detailed timeline accounting for all activity and communication between myself and XXXX since XXXX XXXX. 

I believe I may have a good case with multiple violations, including wrongful foreclosure. 

XXXX/XXXX/XXXX Loan Modification requested - over phone XXXX/XXXX/XXXX Decrease in account by {$5100.00} - from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Inquired with Customer Service Rep XXXX @ XXXX about issues with XX/XX/XXXX payment history XXXX/XXXX/XXXX Payment History Notes requested - over phone XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Loan Modification mailed to XXXX XXXX of XXXX XXXX I submitted loan modification request forms XXXX XXXX, XXXX to XXXX XXXX, XXXX XXXX - XXXXXXXXXXXX. XXXX informed me I did not qualify for a loan modification because my loan was up-to-date with payments. She advised me to withhold payment and resubmit my XXXX XXXX XXXX. 

XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Increase in account by {$5100.00} from {$150000.00} to {$150000.00} then decreased {$4700.00} from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX Account increased {$4000.00} from {$150000.00} to {$150000.00} XXXX/XXXX/XXXX Past due letter received in mail XXXX/XXXX/XXXX Requested escalation of account - over phone XXXX/XXXX/XXXX XXXX notice to mortgagor letter received XXXX/XXXX/XXXX Phone message left with XXXX XXXX at XXXX, ( received no call back ; Customer service rep, XXXX XXXX, informed me on Monday, XXXX XXXX, XXXX that XXXX XXXX at XXXX is my account XXXX and I would be contacted by her within XXXX hours after leaving a phone message. As of Thursday, XXXX XXXX, XXXX it had been 10 days with no return communication. 

XXXX/XXXX/XXXX XXXX contacted - advised to ask for escalation - if I do not hear from Shellpoint to contact XXXX at XXXX XXXX/XXXX/XXXX Foreclosure letter received in mail from XXXX/XXXX/XXXX I called Shellpoint - my assigned account manager was XXXX XXXX ( no longer employed with Shellpoint at the time ) XXXX assigned me to XXXX XXXX @ ext. XXXX Follow-up up from Shellpoint Mortgage Services was non-existent until XXXX XXXX was assigned as my account manager around Wednesday, XXXX XXXX, XXXX when I was corrected by Customer Service Rep. XXXX at XXXX. XXXX informed me my account manager was XXXX XXXX, whom is no longer with the company and that I had no assigned account manager. Earlier that evening Customer Service Rep. XXXX said he assigned my account to a XXXX XXXX at ext. XXXX. Even still, I had to contact XXXX XXXX, XXXX lawyer - XXXXXXXXXXXX before XXXX would contact me. 

I question how long my account was assigned to a non-active employee, hence, not being monitored / managed properly by Shellpoint Mortgage Services? 

XXXX/XXXX/XXXX Phone message left with XXXX XXXX XXXX XXXX/XXXX/XXXX XXXX XXXXXXXXXXXX phone conversation Submitted PMI rep

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