Consumer complaint received 09/14/2017 about Mortgage (Conventional home mortgage) with Shellpoint Partners, LLC (AE).
Issue: Struggling to pay mortgage

Complaint: Follow up of complaint ID : XXXX After receiving the answer from CFPB on XX/XX/XXXX that Shellpoint mortgage approve our loan modification, we were excited. I immediately responded to Shellpoint mortgage about our intention to accept the trial period loan medication plan via email. On same day, XX/XX/XXXX, I also sent a written document about my acceptance with my first payment of {$2100.00} via US priority mail. Then suddenly, my family notified me that we have a court hearing for eviction on XX/XX/XXXX at XXXX in XXXX court at XXXX . I  was shocked to hear the news and immediately called Shellpoint mortgage. I left message for XXXX XXXX in Escalation department, left message to XXXX XXXX XXXX my single point of contact ) and spoke with XXXX XXXX in customer care department. I informed XXXX XXXX about the court hearing. I also sent emails to both ( XXXX and XXXX ). Shellpoint mortgage neither return my phone call and nor did anyone answer my email. They decided to leave us helpless and defenseless. Since I am in overseas, I sent documentation to the Judge that I would be unable to attend the hearing. However, my wife attends the proceeding and produced the documents to the Judge which were sent by Shellpoint mortgage via CFPB. She mentioned to the Judge that we were approved for loan modification and we already sent our XXXX check. The Judge in her ruling mentioned that she would not rule who own the house but since other party ( XXXX XXXX ) bought the house from State auction, his paperwork supersede our paperwork. Therefore, we had to vacate the house by Tuesday, XX/XX/XXXX. After receiving that judgement, I and my family were heartbroken one more time and lost sleep. I frantically called to all three contact points of Shellpoint mortgage i.e. XXXX XXXX in Escalation Department, XXXX XXXX in Loss Mitigation Department and customer service on XX/XX/XXXX. I left messages for XXXX and XXXX but spoke with XXXX XXXX XXXX in customer care department. XXXX XXXX unsuccessfully tried couple times to speak with XXXX XXXX XXXX since he is my single point of contact. Finally, XXXX XXXX assured me that XXXX would call me back within 24 hours. I also sent an email to all point of contact. On XX/XX/XXXX since I did not hear from anyone, I called Shellpoint mortgage again and spoke with XXXX XXXX since XXXX was still unreachable. I insisted to speak with XXXX supervisor XXXX XXXX. She transferred me to his voice mail and I left message that we have less than 24 hours to vacate the house. I have yet to hear from any one of them. 

We are a victim of Dual Tracking which is prohibited by US law. In the meantime, even though my first loan modification trial payment is not due until XX/XX/XXXX, I sent 1st check with the signed documents. I wrote a clear instruction not to deposit it until XX/XX/XXXX. I thought, since I live overseas and it takes time to send & receive mails, I do not want to be late of my first payment. Shellpoint ignores my request too and deposited the check on XX/XX/XXXX. We almost paid half a million dollars of mortgage payments since XX/XX/XXXX in a {$270000.00} home and spent another $ XXXX for home improvement about two years ago. 

I hope CFPB will pursue this matter since this is a clear violation of Dodd-Frank Wall Street Reform and Consumer Protection Act of XXXX.

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