Consumer complaint received 2021-03-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
Shellpoint Mortgage returned my XX/XX/XXXX payment because I was in the arrears and was not in a payment plan. 

XXXX XXXX, XXXX, I documented by emailing Shellpoint that I had be diagnosed with an XXXX XXXX and XXXX and due to covid able to return to work. I requested a mortgage modification and provided completed documentation. 

On XXXX XXXX, XXXX, Shellpoint acknowledged receipt of complete documents required for the mortgage modification. 

It has been over 30 days since XXXX XXXX, XXXX, and Shellpoint has not provided a trial mortgage modification. 

Below is the email of the completed documents submitted XXXX, XXXX. 

" XXXX XXXX XXXX Attachments XX/XX/XXXX, XXXX XXXX to XXXX, XXXX, XXXX XX/XX/XXXX Via Email XXXX XXXX XXXX XXXX XXXX, Single Point of Contact Dear Shellpoint : On XX/XX/XXXX I sent the email below. 

Then, Shellpoint mailed two letters dated XX/XX/XXXX. Attached Exhibit A was actually mailed on or about XX/XX/XXXX. However, the letter marked exhibit B, was backdated and not received until XX/XX/XXXX. 

These competing letters are confusing because per Letter- Exhibit A, no additional information was necessary. Thus, in accordance with flex mod ref guide I would have been extended a flex modification because Shellpoint alleges that I am 180 days behind in payments. Though this allegation is disputed, being 60 days behind in part because Shellpoint returned my payment in XXXX stating there was no payment plan in place, despite the fact I had previously asked for a forbearance due to Covid 19. 

Since Exhibit B, was not mailed until later and received until XX/XX/XXXX, the 30 days to submit all documents should not expire until XX/XX/XXXX, if Shellpoint asserts it did not receive a required document. 

In my Mortgage Assistance Application, the type of hardships that correspond to the checked boxes are as follows : Hardship Required Documentation Reduction in Income No documentation required Disaster ( Covid-19 pandemic ) Not required Long-term or permanent XXXX, Written statement from the borrower, or other or serious illness of a borrower/ documents verifying XXXX illness co-borrower or dependent family member Note : Detailed medical information is not not required, and information from a medical provider is not required. 

Divorce or legal separation Final divorce decree or final separation agreement OR Recorded quitclaim deed Monthly Total Borrower Income Type Other Child Support Two most recent bank statements showing receipt of income OR Other documentation showing the amount and frequency of income In Exhibit B, Shellpoint requested : -Signed Mortgage Assistance Application ( Attached ) -Signed and dated IRS 4506-T ( Attached with preprinted Shellpoint 3rd party address ).

-Copy of most recent bank statements. ( Even though the application does not require such per the application because there is no income to verify, I have attached the last two XXXX bank statements with all pages have been attached. The XXXX statement ending XXXX XXXX, XXXX ; and the XXXX Statement ending XXXX XXXX, XXXX. Both statements are within 90 days ). 

The last two child support statements ending for XXXX XXXX and XXXX XXXX are attached. 

-Copy of homeowners association dues for the current year, which is not required per form 710. I noted on the Mortgage Assistance Application that there is not a valid document at this time. 

I was diagnosed with a XXXX XXXX XXXX XXXX in XXXX. The discovery phrase of the diagnosis and the severe risk of Covid complications has caused me not to be able to return to my teaching job until it is safe due to Covid 19.

10 Attachments ''

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