Consumer complaint received 2020-01-10
Company: Shellpoint Partners, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
A loan modification package was submitted to XXXX back in XXXX and the file was being reviewed.There was a sale date on the property for XX/XX/2020. On XX/XX/XXXX the file was transferred to NEWREZZ/SHELLPOINT BUT THEY DID NOT GET THE LOAN MOD PACKAGE. 
We had to start the process over.We submitted the new file to the new services and the problems continued. I called in 2 times a week. It turns out and email we were given for the SPOC was incorrect, but we always emailed XXXX regardless! On the days I did call, I had to call over and over again!!!!! Reps were repeatedly asking for the SAME info OVER and OVER. I had to call back continuously until I got someone who was willing to look at the file. Thee file was in a perpetual review. For example, they were asking for an alimony awards letter that was clearly there with the income showing IN THE BANK STAEMENTS. I could NOT get the single point of contact on the line. ( see email threads ) Finally, after calling over and over I got XXXX XXXX, to call me back towards the end of XXXX. She confirmed that she had the info. That was NEVER requested in the first place. So bad information was being relayed. Time was being wasted. Same day, she then asked for MORE bank statements that were already there. ( perpetual review ). She then asked for them OVER AND OVER again. I have an email trail that NEEDS TO BE REVIEWED proving this. 
This file has been severely neglected!!!!!!!!!!!!!!!!!!!!!!!!!!!! 
The single point of contact then began asking for a LISTING AGREEMENT. Again, please review the email trail. I emailed her that the home is not for sale! I called in numerus times and got reps who are clearly there only to collect a paycheck!!!!!! I asked for supervisor numerous times!!!!!!!!!!!!!!!!! 
On XX/XX/2020 I spoke to XXXX in the Texas office who review the file. ( took 3 calls to get someone on the line who was willing to assist ) and he confirmed that once again, XXXX XXXX had made an error. The listing agreement is NOT needed for the file. That he would push the file to underwriting. This should have been done long ago as he sees ALL DOCS HAVE BEEN THERE!!!! 
While on the line with him, XXXX XXXX calls me. She read my emails and confirmed she made a mistake. SHE ALSO STATED THAT IN WRITING VIA EMAIL. SEE THREAD. She stated she was looking at someone elses file at the time she was emailing me. She requested something not needed by mistake.!!!!!!!!!!!!!!!!!!!!!!!!!!!! She then had the audacity to request bank statements AGAIN!!!!! I told her that she is NOT qualified to do this job! All info is there, and to top it off, that I have shellpoint on the line and they confirmed all docs are in and they sent the file to underwriting themselves. She then hung up on me! She also emailed me regarding the errors and the fact that she hung up on me ( please see the emails!!!! ) Today XX/XX/2020, we called in and spoke to XXXX XXXX and she stated the sale date is still set, and that XXXX XXXX noted the file that it most likely will not be reviewed by underwriting due to the sale date! The reason for all these issues in the first place is her fault!!!! She did not do her due -diligence on the file. Never called me back, did not notate the file properly when documents were received therefore causing reps to give out bad information, she mixed up files, etc. 
Although there are numerous reasons why Shellpointss behavior is unacceptable, the issues that the homeowner would like to bring to your attention are the following : The SPOC is clearly not properly trained or is overloaded. 
Shellpoint has repeatedly requested that XXXX update financials and other documents on a continuing basis. XXXX has diligently complied with every request to the extent that a full narrative would not be productive. Despite her cooperation, Shellpoint still claims that there are missing documents. This is unacceptable. 
The number of times that I spoke with Shellpoint to check status of the file should extinguish any opportunity to excuse their behavior. Between the misplacement of her financial documents and the poor communication from Shellpoint, it is clear that they simply does not want to review her file for a possible work-out solution. By endlessly re-requesting and re-reviewing documents over and over, Shellpoint is manufacturing a prolonged negotiation with no real approval in sight. 
We are demanding this sale date be postponed. The file was neglected, not properly reviewed, files were mixed up, and it is extremely obvious that they are discriminating against XXXX XXXX based on her Race, marital status, and national origin. The way this file was handled is unacceptable. There is NO reason any of this should have happened.

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