Consumer complaint received 2022-01-27
Company: Shellpoint Partners, LLC
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX XXXX and shellpoint mortgage company of Newrez XXXX XXXX, XXXX mortgage company I became behind on the mortgage payments. 
I had particular concerns about my situation as the loan was in my mothers name but the home has been my residency since XXXX she passed away in XXXX and because of that situation from the moment I spoke to XXXX XXXX I requested a single point of contact to help me with my concerns but every time I would call I would speak to a representative that I never spoke to before to the point where I requested a supervisor to get me in contact with a single point of contact They would lie to me this is your single point of contact I would try to contact but was never reached by phone and never responded to emails that happened hundreds of times speaking with them all the representatives stated they would be the Single point of contact that would be a problem that continued till the end During this Covid Pandemic of XXXX Created the hardship with obtaining documents for my successor of the property and when I did provide those documents XXXX XXXX pushed me into a Forbearance which at that point I was now able to communicate with them because I approved the successor of the property. 
I saw the writing on the wall that they had no concerns of fixing the problem I was facing being behind so I started sending in payments plus approximately four to {$500.00} more a month towards my loan during that time. 
The moratorium ended and on XX/XX/XXXX I received a notice of pending sale for XX/XX/XXXX posted to the front gate immediately I got a hold of XXXX  counseling because I could not get any help from XXXX XXXX communicating with them. 
I contacted XXXX and with their help we initiated a loan modification that was XX/XX/XXXX sent in all requested documents but when I would call they would say they did not get all documents I would repetitively send the same documents during this time they postponed the sale date to XX/XX/XXXX and during this process of the loan modification application and documents being sent in. 
I learned They sold the mortgage to XXXXXXXX XXXX XXXXXXXX XXXX by Shellpoint mortgage a NewRez company XXXX XXXX was ending servicing XX/XX/XXXX and Shellpoint mortgage was assuming the loan XX/XX/XXXX XXXX XXXX did not inform me of the sale until I asked and XXXX days prior to their ending servicing XX/XX/XXXX my concern is with them what will happen as I am going through this hardship and loan modification XXXX XXXX stated everything will be transferred to the new loan service provider Shellpoint. 
Immediately I reached out to Shellpoint on XX/XX/XXXX they did not have my mortgage loan information in their system when I called but from the letter that I received from Shellpoint when I learned they had bought the loan they had a single point of contact person on that letter. I sent her an email introducing myself the only response I got back days later from her is that she would review the file and contact me. She never did. 
When I called back to Shellpoint many times they still did not have my file in their system. 
It took until XX/XX/XXXX where they had me in their system and each time I asked for my single point of contact but to no avail she was not available so I requested a supervisor to contact me That call was XX/XX/XXXX a Wednesday. 
Next day Thursday, XX/XX/XXXX I received a call from a XXXX XXXX late evening immediately I knew he was putting up a roadblock. I spent a considerable amount of time on the phone with him discussing the treatment I had with XXXX XXXX and where I was at the point of my loan modification after a long conversation he stated that he would get with my single point of contact tomorrow and review all documents and return a phone call Friday the XXXX XXXX that call never came. 
XXXX  morning I decided to email my single point of contact that I knew of, the one that I tried to reach out to every time I called Shellpoint to tell her that I spoke to her supervisor and perhaps they were busy and could not get back to me! I stated I would contact them Monday morning and that was XX/XX/XXXX XX/XX/XXXX when I called Shellpoint I learned they assigned me a new single point of contact. I got her information and I was sending her a introduction email and as I was doing that the phone rang. I answered itit was the new single point of contact XXXX XXXX from Shellpoint she immediately stated that she could not talk to me because they didnt have the information that I was the successor. 
I stated to her I had long-standing being the successor and a letter from XXXX XXXX acknowledging that I am the successor and I could get my brother on the phone to speak to her she didnt say anything to the effect of yes or no on that and I said I will contact my brother and we will do a quit deed The property into my name immediately I got off the phone arranged it with my brother overnighted the paperwork to him and he had all documents signed and overnighted it back to me where I recorded that to the recorders office so the property is it my name and they no longer could deny me communicating as the successor that was recorded XX/XX/XXXX She told me that I could pay the {$25000.00} past due I stated to her Ive sent in almost {$20000.00} this past year in payments where did that money go. 
she said you could finance with another loan company I stated to her theres never been a trust deed sale or default recorded onto my property. 
I did find out is they recorded to it XXXX number that does not apply to my property record. 
I received a letter from XXXX XXXX dating XX/XX/XXXX that they finally received all documents needed to proceed with the loan modification. 
I never got a yes or a no answer to the loan modification from XXXX XXXX as they stated everything would be transferred and continued with Shellpoint mortgage company. 
All of the conversations I had with Shellpoint were very troublesome they did not acknowledge me to be in the successor they did not acknowledge the loan modification or any desire to help XX/XX/XXXX I reached out to my XXXX counselor to do a joint phone call to Shellpoint the representative stated they would except the quit deed To show me as the successor. 
XX/XX/XXXX I emailed them a copy of the recorded quit deed. 
XX/XX/XXXX a stranger came to my front door and stated that their boss had bought this property this morning At a auction. 
I called Shellpoint mortgage immediately after a long conversation with the representative she then stated oh your property was sold this morning. 
I said there is a mistake there has to be a mistake as I stated they never recorded any trust deed sale or default onto my property and no notice of a sale date for XX/XX/XXXX and Ive been in this loan modification process and Ive got nowhere with this company they had my loan plus or minus weekends From the date XX/XX/XXXX to XX/XX/XXXX approximately 44 days. 
In that time I contacted themsent emails.. paid them no response other than a brick wall. This has been an illegal foreclosure XXXX XXXX and Shellpoint have known they recorded documents to an unknown assessors parcel number XXXX. 
No notification of any sell date for an auction other than to themselves XXXX XXXX sold the loan as I was going through this loan modification process this is what they call it insider mortgage Industry frequent flyer And Shellpoint and XXXX XXXX XXXXXXXX XXXX are all responsible. 
I imagine how many other people that are going through this strategy I had to obtain an attorney and I am in the process of suing them all.

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