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

Complaint: In XX/XX/XXXX I applied for a modification due to the financial hardship I experienced in XX/XX/XXXX. Shellpoint mortgage received my mortgage in XX/XX/XXXX became my mortgage Handler. My file was in limbo for over a month because my point of contact left the company and my father not been reassigned once my file was reassigned I submitted all the required documents. However my file still set for over a month without any action as I contacted my new point of contact she informed me that she was working on my phone but never gave me any feedback or anything so I was constantly calling to get feedback on my file. Once you did begin to work on my phone the documents where I dated therefore I was required to provide new documents over again which was the price me another month lag and getting my modification process. Every time that I was informed that my point of contact was working on my file there was never any results after weeks of having required documentation in. Finally I got a letter stating I did not qualify for the modification contacted my point of contact to find out why was that Vice that I qualify for an exception was told that they would put the exception in which took another I would say month month-and-a-half just to get an approval. During is waiting. My mortgage is falling further and further behind my point of contact advised me that she would follow my mortgage to make sure it did not get a sale date for foreclosure. My mortgage did have a sale date for foreclosure in which my point of contact was not aware of I had to advise her up then she told me that my exception for the modification have been approved but she needed her supervisor to sign off on it. I was asking her to please Rush this process as quickly as possible because my home was scheduled to be sold for foreclosure. She told me that she was on top of it and we 'll get it taken care of before that time which is normally a five to seven day time. Well it took over a month and waiting for the supervisor to sign off on it in which my point of contact advised me that that was the proper time frame it was the normal time frame. Which other people in her Department advised me that it only takes 5 days. Who am I waiting. My home was getting closer to the sale date and I had no results once I finally got an approval for the modification my point. My point of contact advised me that I would have to pay three trial periods which would be XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. I agree to the payment of the three trial. Then days before my sale date  before my home I was advised by my point of contact that a whole would not be put on my account unless I made my first payment I asked which was a month early then the three month trial. I did n't ask if the payment will go towards my modification she advised me that it would not. I went back and forth trying to get an understanding as to why my account would not be held see me that the investor approved modification and for the time period in which my payments will begin. I was told that the hold would not be put on my account until I made the payment that was required I ask for supervisors I talk with my attorney and talk with Realtors and no one had ever heard of such a thing if I was qualified for the modification the documentation that I received in the mail from shellpoint stated that my modification was approved process was approved and I had to make the payments the three payments for final consideration of final approval of the modification however they supervisor eventually called said that my payment would go towards my modification process I asked why was required for me to pay so far in advance I was advised that it was required because they were putting hold on the home and they wanted to see a good faith payment I went ahead and made the payment however since that time I 've gotten several calls from shellpoint stating that I have a new point of contact my new point of contact reached out to me and said that I had agreed to make Advance payments on my modification process and if I did not make those Advance payment that my modification would not be done. I was never advised that I needed to continue to make Advance payments on the modification is not in writing it 's not on my modification documentation and any place I am not certain what kind of business shellpoint is operating however I am concerned about how my account is being handled and I 'm very concerned about as a consumer how I am constantly getting misinformed information and misleading information I would like my account investigated immediately so this matter does not continue and that no other homeowner goes through such The Strain and hardship XXXX hardship that I have been subject through through my interaction with shellpoint it is very clear that they are not organized and that they are just giving misleading information to get whatever they want from the customer and not following mortgage guidelines I feel that they lack sincere professionalism and treat their customers very rude and disrespectful my account number is XXXX XXXX I have tried to give as much information regarding my concern as possible however if you need to speak to me to get clarity regards to my complaint please give me a call Direct it to XXXX thank you!

Company response to consumer: Closed with explanation