Consumer complaint received 2017-03-05
Company: Shellpoint Partners, LLC
State: WI
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
This is a complaint about Shellpoint Mortgage : CFPB Modification Rules not adhered to by Shellpoint referenced in part throughout complaint : PLEASE NOTE THIS IS ONLY HALF OF THE WRITTEN COMPLAINT DUE TO THE SPACE ALLOTTED. The entire complaint is included as an attached document in this file as this is an on going issue to date. 
38 ( b ) ( 2 ) Properly evaluating loss mitigation applications. 
Paragraph 38 ( b ) ( 2 ) ( ii ). 
1. MEANS OF IDENTIFYING ALL AVAILABLE LOSS MITIGATION OPTIONS I started a loan modification on my primary residence in late XX/XX/2016 with SPS Mtg. Servicing, it was confirmed a complete application with all documents received on XX/XX/2016 by XXXX, being sent to underwriting and to follow up in two weeks. I called on XX/XX/2016 and was informed without any written notification whatsoever my mortgage would be transferred to Shellpoint Mtg. and to call on XX/XX/2016. This is when the problems started ; with the program deadline on XX/XX/2016 I knew everyone needed to stay on top of things ensuring documents were received from the former mortgage company etc.so I started my follow up calls to Shellpoint Mtg. 
XX/XX/2016 ( Thursday ) My first call to Shellpoint, employee, XXXX, gave me the new account number and suggested I start the follow up because Shellpoint Mtg would never admit to receiving the documents ( from the former mortgage company ) even if they had, it was general practice, and they are trained to say this. I was told to call back on XX/XX/2016 Follow Up call no documents received yet. XX/XX/2016 ( Monday ) morning nothing Monday afternoon call, regular loan documents could be seen as received and resulted in Shellpoint employee, XXXX stating I would be asked to send all my Modification documents to them and start all over. He said Shellpoint employee XXXX was my point of contact and she would call me.XX/XX/2016 and XX/XX/2016 Follow up calls leaving V/M 's for XXXX no return call. XX/XX/2016 Follow up call to SP employee, XXXX was very rude kept me on hold for 38 minutes then said my point of contact was XXXX to send/fax in ALL Modification documents to his attention. transferred me to leave a V/M. I left a message for XXXX. XX/XX/2016 follow up V/M left for XXXX trying to confirm documents were received. XX/XX/2016 received V/M - XX/XX/<YYYY> at XXXX pm that evening. No Information provided. XX/XX/2016 follow up V/M left for XX/XX/<YYYY> trying to confirm documents were received.I never actually spoke with XXXX XX/XX/2016 received a V/M from XXXX at XXXX pm I called back right away and left a V/M. - XX/XX/2016 and XX/XX/2016 left V/M 's for XXXX with no return calls from her. 
XX/XX/2016 I called XXXX and to my surprise she picked up her phone. I asked why no return calls from her after leaving several V/M 's to check status, no reason given. She confirmed SP received ALL 71 pages of my application packet, they were sent to pre-underwriting, it was the best looking and most organized packet she had even seen. I had several circumstances listed as to why the modification was being requested ; among the reasons ( but not limited to ), XX/XX/2016 car accident, mounting medical bills, divorce and a major property value decrease due to the yard literally getting consumed & falling into a city made swamp, causing damages to the house from the water. She guaranteed it was a complete application and being processed, not to worry about the deadline XX/XX/2016. And she would call back to tell me the outcome. Not hearing back from XXXX I started follow up call leaving several V/M 's for her without a response again. PLEASE SEE ATTACHED DOCUMENTS FOR A COPY OF THE ENTIRE COMPLAINT.

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