Consumer complaint received 2015-06-19
Company: Shellpoint Partners, LLC
State: UT
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
XXXX XXXX XXXX Former XXXX XXXX XXXX : Shellpoint Mortgage XXXX # XXXXPLEASE E-MAIL ALL COMMUNICATION TO : XXXXXXXXXXXX XXXX XXXX ) XXXX ; ( XXXX ) XXXX MAILING ADDRESS DUE TO TRAVELXX/XX/XXXX XXXX XX/XX/2015COMPLAINT REGARDING NEGLIGENT PROCCESSING OF LOAN MODIFICATION APPLICATION XXXX SUBMISSION ATTEMPTNotice of ERRORS on Calculating XXXX XX/XX/2015 I received for THE XXXX TIME the notice of LOAN MODIFICATION DECLINE dated XX/XX/2015. For the XXXX time after my request of XXXX XXXX I was provided the values I have REQUESTED on XXXX - to see what inputs Shellpoint used to calculate the XXXX 
I HAVE MADE OVER XXXX phone calls requesting this information in addition to the written request of XXXX/XXXX/15. Except for XXXX, and XXXX XXXX, employees of the bank were hostile, rude and basically told me I have NO options and NO right to receive any details of their decision. 
Just on XX/XX/2015 I made over XXXX calls to just get my request to be transferred to account manager XXXX XXXX fulfilled. Bank associates hang up, or tell me I should stop trying and just give up on my home, or that I am stupid and do n't understand I ca n't afford it? Needless to say these people are unprofessional, immoral, unintelligent and should not work in loss mitigation. Woman with name " XXXX '' who spoke to me as XXXX of XXXX people I asked to get to account manager.. WAS EXTRA RUDE, OBNOXCIOUS AND AFTER XXXX REQUESTS to talk to my account manager XXXX XXXX XXXX Superviser she dumped the call into someones ' mailbox that XXXX : MAIL BOX FULL. 
Moreover the bank keeps changing account managers ( point of contact XXXX XXXX XXXX is the person # XXXX? It appears to be a part of the strategy to confuse the borrower with ever changing requests, people who start over every time, and ask for new documents non stop.. Once they have the information they process it with errors and hide the data from me as in this situation. 

Finally XXXX faxed the denial and I dropped all my work to review and respond. I found MULTIPLE ERRORS that Shellpoint made in calculating the XXXX on my Loan Modification proposal. Thus due to Banks negligence, my loan modification was WRONGFULLY & ERRONEOUSLY DECLINED causing considerable heartache and financial distress and enormous costs to me as a borrower and a single mother. 
PLEASE CORRECT BANK ERRORS and resubmit for Loan Modification Approval. See support documents below. 

I also request an URGENT INVESTIGATION into the NEGLIGENT PROCESSING of Loan Modification application # XXXX in the past 3 years. As bank errors caused me significant losses. 

Please CONFIRM RECEIPT via e-mail and RESOLVE this awful failure. 
List of values that were negligently incorrectly inputed by the bank while ignoring the correct data I provided for the XXXX loan modification attempts : MONTHLY XXXX DUES correct value {$3.00} ( Bank put {$200.00} ) //HOME OWNERSHIP TAXES correct value {$150.00} ( {$1800.00} is annual tax amount XXXX bank put wrong value {$200.00} ///INSURANCE {$70.00} ( {$840.00} / XXXX MON XXXX bank put wrong value {$66.00} ///Bank ignored all requests to pay INSURANCE - insurance is lapsing!!!! 
Please pay the PROPERTY INSURANCE to reinstate ///HOUSE Actual value {$300000.00} less closing costs of 7 % {$270000.00} XXXX bank put wrong value {$380000.00} ) The value is an exterior XXXX which ignored completely the interior condition and modular construction of the home which I provided a detailed report on. 

XXXX wrongfully compared property to CUSTOM MADE HOMES IN GOOD CONDITION when this home is MODULAR CONSTRUCTION DETERIORATED CONDITION and needs {$150000.00} in repairsSEE : VALUATION DISPUTE document provided to bank on XX/XX/2015 and also XX/XX/2015 featuring information and pictures///Proposed Principal and Interest CALCULATED INCORRECTLY XXXX % of {$3000.00} income = {$880.00} less tax + insurance {$880.00} - {$150.00} - {$70.00} = {$650.00} {$3.00} HOA = $ XXXX///HOME TYPE NEEDS TO BE XXXX - PRIMARY RESIDENCE ( instead of XXXX )

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