Consumer complaint received 2016-03-03
Company: Shellpoint Partners, LLC
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
Around XXXX XXXX I applied for a Loan Modification. The Loan Modification was denied. Then, XXXX Loan was transferred to Shellpoint Mortgage. In XXXX loan modification submitted to Shellpoint and denied. XXXX XXXX, I applied once again for a loan modification with Shellpoint and although it took months for a decision to be reached the outcome was successful and I was approved for a Trial Modification. 
XXXX XXXX, XXXX, Ireceived the Trial Modification Approval letter. client accepted approval contacted Shellpoint Mortgage to set up payments to be automatically deducted from my bank account because I did not want to miss any payments and wanted to ensure payment was being posted on time. 
XXXX XXXX, XXXX first trial payment was processed by Shellpoint Mortgage Then XXXX XXXX, XXXX I received a letter from Shellpoint informing me that the loan is being transferred back to XXXX XXXX XXXX effective XXXX XXXX, XXXX. Per correspondence I was instructed to continue the trial payment to B of A. On XXXX XXXX, XXXX I contacted Shellpoint Mortgage to ask how is the trial modification going to work now because I signed up for automated payments to be processed from my bank. I was informed the payments would continue to be processed and posted to the account regardless of who is servicing the loan. On XXXX XXXX, XXXX second trial payment payment was processed by Shellpoint Mortgage. On XXXX XXXX, XXXX, a third and final trial modification payment was processed. On XXXX XXXX, XXXX I received a letter about Escrow Shortage and escrow payment going up to {$260.00}. However the statement stated the payment amount is : {$3400.00}, when the trial payment is : {$2300.00} + the shortage which is an additional {$12.00} to the escrow portion totaling to : {$2300.00}. On XXXX XXXX, XXXX up to this date, Ihas contacted XXXX XXXX XXXX to check status on the permanent loan modification documents. XXXX XXXX XXXX is claiming to be unaware of an approval and are asking me resubmit the file. While in this conversations with XXXX XXXX XXXX I have been asked when I am going to bring the account current? I informed XXXX XXXX XXXX the payments are being deducted, the Trial Modification amount and I sent proof of that to XXXX XXXX XXXXXXXX insists the Trial Modification correspondence was not received, and that I am past due and that I can re-apply. I already completed the trial modification and the trial payments have continued to be made up to date, yet XXXX XXXX XXXX is claiming account is past due and that I can apply for a modification. XXXX XXXX XXXX informed me that they can not send me permanent modification documents when I have n't applied for a modification. 
The loan went from XXXX to Shellpoint Mortgage. Then the loan was removed from Shellpoint Mortgage and back to XXXX XXXX XXXX. It is not my clients fault that there is miscommunication in between XXXX XXXX XXXX and Shellpoint. I sent XXXX XXXX XXXX the correspondence from Shellpoint about the approval and all XXXX XXXX XXXX continues to do is state that I need to re-apply and they are not acknowledging the modification. This entire matter has caused severe anxiety to my family. I am a highly decorated Veteran, I suffered enough mentally, emotionally, and physically. It is enough that my career came to an end due to an injury in the field but now my pride is because I was given an approval I paid the XXXX installments and these XXXX companies refuse to help me. Please help.

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