Consumer complaint received 07/26/2017 about Mortgage (Conventional home mortgage) with Shellpoint Partners, LLC (WA).
Issue: Struggling to pay mortgage

Complaint: It seems that Shellpoint does n't have all of their facts straight. ***** XX/XX/XXXX @  XXXX  I faxed in 76 pages that were requested *Bank Statements * XX/XX/XXXX  Taxes *Explanation Letter on any deposits over {$1000.00} ( I 'm in the rental business! ) * XX/XX/XXXX  Social Security Awards Letter *Leases  XX/XX/XXXX  Rep  XXXX -stated my file was under review/sale date on hold  XX/XX/XXXX Rep  XXXX -stated it was in underwriting still, no sale date. Please check back in 30 days XX/XX/XXXX  @   XXXX   Rep  XXXX -stated underwriting now had requests since they had waited so long to review : *Borrowers Assistant Form pages 1-4 sign/dated *  XXXX   and  XXXX  bank stmts *Mortgage stmts for   XXXX   XXXX   and   XXXX   XXXX   *Explanation letter Deposits over {$1000.00} ( given  XX/XX/XXXX -they found it ) *Explanation Letter on an old business, signed dated Asked if there was a sale date, was told no. ***** XX/XX/XXXX  @  XXXX  faxed in ALL of the above docs requested  XX/XX/XXXX  @   XXXX   Rep   XXXX   XXXX  -stated more requests *Needed pers bank acct for  XXXX  *Letter of Explanation of any deposits over {$1000.00} ( sent  XX/XX/XXXX -she found it ) *resend bank statements for   XXXX   only received 6 out of ten ( I have confirmation they were all received ) * XXXX ,  XXXX  bank stmt for   XXXX   &  XXXX  ( sent  XX/XX/XXXX  ) *Letter of Explanation with a   XXXX   XXXX   XXXX   showing zero income and zero expenses for old business *Re-do   XXXX   XXXX   XXXX   to show dates to read as  XX/XX/XXXX  to XX/XX/XXXX  instead of XX/XX/XXXX  *Current mortgage statement for   XXXX   XXXX   XXXX   new monthly expense tracking sheet *No sale date ***** XX/XX/XXXX @   XXXX   XXXX   faxed in all the requested documents  XX/XX/XXXX  @  XXXX  Rep   XXXX   XXXX  -more requests *  XXXX   bank stmt for  XXXX , ( sent  XX/XX/XXXX and XX/XX/XXXX  ) * Letter of Explanation about deposits over {$1000.00} ( Given  XX/XX/XXXX , and again  XX/XX/XXXX ) *   XXXX   XXXX   XXXX   to specify which company must say XX/XX/XXXX - XX/XX/XXXX  now ( Sent in  XX/XX/XXXX as requested-Company name listed at top of   XXXX   XXXX   XXXX   ) * Mortgage stmt for   XXXX   XXXX   ( Given  XX/XX/XXXX  ) XX/XX/XXXX  @   XXXX   Emailed in all docs requested to  XXXX  since they were complaining they could n't read some faxes very well, so scanned and emailed. XX/XX/XXXX  @  XXXX  Rep  XXXX -called for an update, said I needed to speak with my single point of contact, she tried contacting her, not available. I was told from my file notes that the day after receiving all of my docs on  XX/XX/XXXX  ( see above ) which they claim take 4-5 days to upload, there were MORE requests : *Letter of Explanation on deposits over {$1000.00} with a date next to the signature ( date is at top of letter when first written but needed it next to signature? ) Sent  XX/XX/XXXX  XX/XX/XXXX ,  XX/XX/XXXX  and  XX/XX/XXXX -no mention of date needing to be by signature also ) *Bank stmts for  XXXX / XXXX  for   XXXX   and  XXXX  *mort stmt for   XXXX   XXXX   for  XXXX  *RMA pg 4 with a new date * XXXX -T new date *Dodd Frank with a new date   XXXX   XXXX   XXXX   for  XXXX / XXXX  ***** XX/XX/XXXX -SAME DAY! @   XXXX   I emailed all of the requested docs  XX/XX/XXXX -Rep   XXXX   stated new requests : *Explanation Letter for deposits over {$1000.00} signed dated next to signature ( sent  XX/XX/XXXX ,  XX/XX/XXXX ,  XX/XX/XXXX ,  XX/XX/XXXX  ) *  XXXX   XXXX   XXXX   signed and dated at the bottom ( not initialed ) * XXXX -T add  XX/XX/XXXX  to the form -Sale Date of XX/XX/XXXX  I asked to be removed since I was complying with all requests ***** XX/XX/XXXX  SAME DAY-emailed all docs as requested XX/XX/XXXX  @  XXXX  Rep   XXXX   XXXX  -more requests * XX/XX/XXXX  and  XX/XX/XXXX  Taxes again *Leases again *2 months bank stmts again for  XX/XX/XXXX need  XXXX  AGAIN -sent  XX/XX/XXXX  ) *Letter of Explanation of deposits over {$1000.00} AGAIN * XXXX -T re-write as the  XX/XX/XXXX looks like  XX/XX/XXXX ? It was the line between the  XX/XX/XXXX ?! *  XXXX   XXXX   XXXX   again- ( sent  XX/XX/XXXX and XX/XX/XXXX  )  XX/XX/XXXX  @  XXXX  Rep   XXXX   XXXX  -incomplete file , more docs needed! *pg 4 of the RMA ( received  XX/XX/XXXX -okay found ) *Bank stmt for   XXXX   *Social Security Award Letter ( sent  XX/XX/XXXX -okay found ) *  XXXX   XXXX   XXXX   statement needs to have Income subtracted from Expenses showing at bottom NET, signed and dated *Letter of Explanation that all properties do n't have HOA fees ( already on RMA ) **** XX/XX/XXXX SAME DAY @   XXXX   XXXX   XXXX   emailed in all requested docs XX/XX/XXXX  @  XXXX  Rep   XXXX   XXXX  -I called to see if sale date was cancelled and any updates on received documents. Tried to get ahold of point of contact assigned to my file-not available. Since no cancellation, I asked for a supervisor. @   XXXX   spoke with supervisor   XXXX   XXXX   XXXX   . After going over all my docs I was asked to wait for a call from my point of contacts (   XXXX   XXXX   ) supervisor   XXXX   XXXX   to call me to go over my file with me since they were all there. My file was still requesting docs already given : *  XXXX   XXXX   XXXX   for   XXXX     XXXX   XXXX -already in file *Leases-already in file *2 month bank stmts for  XXXX  already in file, many times * XX/XX/XXXX Taxes-already in file *RMA sent XX/XX/XXXX  Both  XXXX  and Supervisor could see that all requests were already in my file so asked   XXXX   XXXX   to review and push to underwriting which then the sale date could be cancelled. XX/XX/XXXX @  XXXX  Supervisor   XXXX   XXXX   called me and went over all of my docs and stated that there was NO SALE DATE of XX/XX/XXXX  anymore, she had reviewed my file and sent it to underwriting now. At this point I was to check in to see if any other docs might be needed from underwriting and if I qualified. But then she said if I did n't qualify they would go through with the  XX/XX/XXXX sale date! So it was n't cancelled-dual tracking!   XXXX   XXXX   gave me her direct numbe  XXXX   XXXX   to call her for updates. ***At this point I reported these actions to the CFPB and also into attorneys for Arbrittration to litigate/dispute my case. -I was told to call back on Wednesday if I did n't ; t hear back from   XXXX   XXXX   .  XX/XX/XXXX  WEDNESDAY left message for   XXXX   XXXX   then called back and spoke with rep   XXXX   who said the sale date was placed on hold and it would take 3 days to approve as it was in underwriting. NEW UNDERWRITING REQUESTS : *Mortgage stmts again for  XXXX  ,  XXXX  and  XXXX - ( needed a better copy even though they have been with them since the beginning and nothing said ) *Leases for  XXXX ,  XXXX   XXXX  as they were n't clear enough *Explanation Letter on deposits over {$1000.00}! ( sent so many times stated earlier ) * XX/XX/XXXX  Social Security Award Letter ( given from  XX/XX/XXXX  on ... ) * Hardship Letter again signed/dated *Explanation Letter that subject property was used as a duplex but City shut it down due to lack of proper permits for a duplex from prior owners-in a legal battle that we are paying for therefore, only one unit rented for years.  XX/XX/XXXX  Arbitration file opened with attorneys  XX/XX/XXXX  emailed all docs again to Shellpoint even though we went over them all and in file from  XXXX -current XX/XX/XXXX   XXXX  Rep   XXXX   XXXX   said that she could n't get ahold of my point of contact,   XXXX   XXXX   and that this was the new requests from underwriting : *Mortgage stmts for   XXXX   XXXX   XXXX   XXXX   ( given to them XX/XX/XXXX  ) *Leases ( given again XX/XX/XXXX  ) Hardship Letter ( given  XX/XX/XXXX  ) Agreed that all docs are in file ... ***On XX/XX/XXXX  I went over every one of these docs with Supervisor   XXXX   XXXX   and she reviewed them in order to pass on to underwriting yet here we were again asking for the same docs again!   XXXX   XXXX   stated she would have my file escalated as everything was there and it was a matter of rather I qualified or not. XX/XX/XXXX  Rep   XXXX   XXXX   @   XXXX   stated my file was CLOSED  XX/XX/XXXX  by underwriting because they never received any documents from me!  XX/XX/XXXX  @  XXXX  left message for Supervisor  XXXX   XX/XX/XXXX  @   XXXX     XXXX   XXXX   went over docs with me but said I needed to speak with Supervisor   XXXX   as   XXXX   XXXX   was not available and would put a message in for her to call me.  XX/XX/XXXX  @   XXXX    Supervisor   XXXX   XXXX   called me and stated that she would re-open my file and cancel m XX/XX/XXXX  sale date if I could " MAIL '' her a copy of 3 mortgage statements they were having trouble reading (   XXXX   XXXX   XXXX   XXXX   XXXX   ) plus a letter stating that the Shellpoint Mortgage statement for one of my properties,   XXXX   XXXX   XXXX   XXXX   was incorrect on their statement and therefore did n't match my leases and to please correct.   XXXX   XXXX   stated I mail it to Shellpoint Mortgage,   XXXX   XXXX   XXXX    XXXX , SC   XXXX   XX/XX/XXXX  Certified mailed these requests to the address given to me above ( Certified Mail #   XXXX   XXXX   XXXX   XXXX   XXXX   ) received by   XXXX   XXXX    on XX/XX/XXXX at  XXXX .  XX/XX/XXXX   XXXX  Rep   XXXX   XXXX   stated that she saw that the certified mail was in my file but not reviewed yet and would give notice to   XXXX   XXXX   to cancel the sale date. She said to call back next day, Thursday.  XX/XX/XXXX  Thursday @  XXXX  rep   XXXX   XXXX   checked see if he could reach   XXXX   XXXX   to settle this matter-not available but left her a message. XX/XX/XXXX  @   XXXX    Rep   XXXX   XXXX   stated she had been assigned TODAY to my file and that I needed to start all over with documents in order to re-open my file! I went through the whole deal with dates, docs ect and my conversations with   XXXX   XXXX   and she decided I needed to speak with   XXXX   XXXX   also. This is when I wrote to CFPB as I was so very frustrated with the mishandling of my file!  XX/XX/XXXX  @  XXXX  left message for   XXXX   XXXX   XX/XX/XXXX    XXXX     XXXX   XXXX   said that the certified mail WAS NOT in my file as stated on XX/XX/XXXX  and had left a message for   XXXX   XXXX   to call me.  XX/XX/XXXX  @   XXXX    Rep   XXXX   after hearing my case tried to get a hold of   XXXX   XXXX   but could not so gave me her EFAX  XXXX  for me to try to get them the certified mail copies I had send that they were now claiming they did n't have. So I enlarged the mortgage stmts even more along with the letter about Shellpoints " error '' on another bank stmt and enclosed it as well and faxed to both Shellpoint loss mitigation and also   XXXX   XXXX    hoping that this would finally settle this. I have an investigation going on with the postal service as well to see if Shellpoint received my certified mail as per my green card returned to me signed by   XXXX   XXXX   on XX/XX/XXXX  at  XXXX  from Shellpoint,   XXXX   XXXX   XXXX  ,  XXXX , SC  XXXX . This is the real " DRAMA '' I have gone through with this company and as is plain to see, a complete unprofessionally run company, fraudulent with their dual tracking based on their incompetence while hanging a sale date over my head! This has caused me overwhelming  XXXX , undue stress and it still is n't over as I have a  XX/XX/XXXX  sale date still! This is why I am having attorneys overseeing this as we speak but felt CFPB should be investigating unlawful behavior such as this fiasco! They still have not answered my QWR proving they have legal standing to even be working with me at all. Stating something and providing legal documents are two different things, and they know better!

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