Consumer complaint received 2017-08-04
Company: Shellpoint Partners, LLC
State: AE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My mortgage loan was with XXXX XXXX XXXX, loan # XXXX. We have been living in this house since XX/XX/XXXX. My loan was very good standing with XXXX XXXX XXXX till XX/XX/XXXX. From XX/XX/XXXX, I was working as a XXXX XXXX for XXXX XXXX XXXX and been XXXX in XXXX XXXX. The salary was good initially, but due to budget cut in XX/XX/XXXX, salary was decreased from XXXX per year to XXXX per year. Lot of other benefits were cut too since XXXX declared it was no longer considered danger zone. Living costs are expensive in XXXX. Maintaining two houses, one for myself in overseas and another for my family in US became burdensome for me. I was deeply hurt financially. My XXXX sons were also going to Univ. XXXX XXXX. We ( I & my wife ) are supporting them and they both are living home. My XXXX son, XXXX XXXX XXXX joined Texas XXXX XXXX XXXX XXXX to support part of his tuition. I was looking for jobs back in XXXX near my home so that I do not have to pay for two living expenses. Luckily, I had an offer to join XXXX, XXXX division. I passed both oral and written tests. So, I left my job from XXXX and went back home. Unfortunately, again due to budget cut all federal hiring were frozen and I was not able to join XXXX. On XX/XX/XXXX while my mortgage loan was in good standing, I called XXXX XXXX XXXX and informed them that I will not be able to pay my regular monthly mortgage payment since all my savings were exhausted. I requested them for loan modification. At the same time, I notified to all other creditors about my hardship including my federal student loan. Almost everyone understood my situation and worked out with me. XXXX XXXX XXXX also started loan modification paperwork. I sent all the necessary documents that they requested. I was in constant contact with XXXX XXXX XXXX. I sent documents to XXXX via express mail from overseas post, and uploaded documents in its website. After I went back to USA, I contacted them via phone several times. I was desperately looking for job. Due to US Presidential election, it was hard for me to get a job. However, I was offered to redeploy in XXXX on XX/XX/XXXX. I quickly accepted the job and left my home on XX/XX/XXXX. Right before I was leaving, I received a letter from XXXX and I was notified that my loan was transferred to another company and the new company will contact me. I called XXXX and ask from my them the status of my loan modification. I also informed them that since I got a full-time job and deploying again, I will be able to resume my monthly payments. They informed me that the new company will have all my documents and they would work with me same way that XXXX was working. After I came back to XXXX XXXX, I keep asking my family about any documents from the new company. Finally, my family forwarded documents from Shellpoint mortgage. It takes long time to get military mail in XXXX address. This is a small XXXX XXXX in a XXXX XXXX country unlike the previous big XXXX XXXX XXXX. Initially, I had no internet access. As soon as I received documents from my family, I called Shellpoint mortgage, loan # XXXX. According to phone answering system, Shellpoint mortgage is a debt collector, not a regular mortgage service. I dont know why XXXX transferred my loan to a debt collector while I was working loan modification with them. I immediately started working with Shellpoint mortgage and from XX/XX/XXXX, I started uploading all the documents as it was requested by them. Since XX/XX/XXXX, I called several times,XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( 2x ), XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( 2x ), XX/XX/XXXX, XX/XX/XXXX ( 2x ),  XX/XX/XXXX, and XX/XX/XXXX ( 2x ). Out of all these phone calls ( XXXX ext. XXXX ), I was able to talk with my point of contact XXXX XXXX only one time on XX/XX/XXXX and today. On XX/XX/XXXX, I mentioned to XXXX XXXX that since I am getting regular paychecks, I would be able to start paying monthly mortgage. XXXX XXXX answered me that I would not be allowed to pay regular monthly payments until the loan modification is done. Every time I called, different agents named XXXX XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX XXXX answered my phone calls, after seeing some notes in my file, they inform me to add or modify some documents. I followed their instructions and added more documents. Every time with the agents help, I left msg. for my POC, XXXX. I never had any msg. or miss call from my POC, XXXX. Finally, today XXXX XXXX called back and informed me that my house was foreclosed on XX/XX/XXXX. On that same day ( XX/XX/XXXX ), XXXX XXXX XXXX not only was trying to help me but also desperately trying to locate XXXX XXXX. She told me that all the documents supposed to be uploaded by that day ( XX/XX/XXXX ) and only things she was noticing that deposit explanation was missing. When I informed her that I already uploaded that document, she mentioned that I did not write down the amount of deposit, I only wrote the date. I told her that it was a night time over here and there is only one place at this XXXX XX/XX/XXXX that I can type and print a document. But that center was close by that time. I told her that I would hand write the amount and take a picture to upload the document. She mentioned to me that she would make a note and email to XXXX XXXX. I immediately followed through and called back, left msg. with XXXX. I mentioned that the last document had been uploaded. At that time, again we ( XXXX & myself ) were unable to locate XXXX XXXX. I called yesterday ( XX/XX/XXXX ) and spoke with XXXX. I was told that all the documents were uploaded and XXXX would review it within a day or two. Today ( XX/XX/XXXX ) when I called for XXXX XXXX, XXXX answered and informed me that my house was foreclosed yesterday ( XX/XX/XXXX ), I was shocked. Then finally XXXX XXXX called and told me that the house was foreclosed on XX/XX/XXXX. I told him, all my life time belongings are still at the house, my family still living in the house and you guys are going to kick them out. I have been working 12 hours a day, six days a week, the average temperature over here is 120 degrees. Out of all these odd situations, I have been desperately trying to save my house, and Shellpoint mortgage foreclose my house just like that after seventeen years of payments. I also mentioned to XXXX XXXX that they always had bad intention and they were predetermined to foreclose my house no matter what I do. I also requested him to save all my documents, phone records and conversation for the records. I even talked with their attorney, XXXX XXXX group @ XXXX, they informed that they would go by what the mortgage company would instruct them.

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