Consumer complaint received 2024-08-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I applied for a modification last year. I was told over the phone that I was approved for the modification. A week later, I hadn't received any instructions for how or when to begin payments or for how much, so I called my single point of contact who told me that the approval was reversed. This impacted my emotional and mental health. A friend of mine XXXX XXXX XXXX XXXX XXXX XXXX XXXXnd told me to apply again. So, I applied again and was then approved for modification. I made the first XXXX payments on time. The third payment would lock in the plan. I made the third payment over the phone. I was told by the lender 's customer service office that the payment went through. However, I believe the lender cancelled the transaction. I didn't find out that the payment didn't apply until the next month when I went to pay the mortgage and was told I could not, because I hadn't completed the XXXX months of payments and that the modification was no longer available to me. 
For obvious reasons I fell back into XXXX, but I also goXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX then was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. My doctor wanted me on medication that would cost {$800.00} a month. I contacted the lender asking to start the modification process over, but they kept telling me my only option was to pay the outstanding balance, something I could not do, but I could make the monthly payment even with the balance applied to the loan and included in a higher payment. I kept asking to talk with my single point of contact, but never could get through to them. The other people that handled calls kept telling me that my only option was to pay the outstanding balance. 
I started the modification process probably XXXX times because of communication problems, XXXX and XXXX  and not being able to get my questions answered. 
The lender filed for foreclosure and set a sale date. I reached out to an attorney and also to a nonprofit organization. 
The XXXX XXXX XXXXelped me complete the application and submit it. The attorney said we can file for bankruptcy and get your finances in order and stop the foreclosure. 
The nonprofit submitted my complete application on Saturday. The sale was a week and XXXX days out. The lender said they didn't receive the application, though we have fax confirmation. We asked on Monday if they received it, they said no, but then Thursday said they received it. Between Monday and Thursday, I submitted the application and full documents XXXX more times, twice by email, and twice via fax ... with delivery confirmation. 
The non profit asked if the lender would move the sale date since we have a complete application submitted requesting a work out for modification. The lender has not promised to do so. We asked them on XXXX other occasions, talked with the trustee and the representative for the investor. All pointed me back to the service provider and said they have the authority to stop the sale. A vice president of the XXXX/trustee gave me the phone number and email for the escalation XXXX at the service provider. 
I emailed and called her almost XXXX days in a row now and left messages and she NEVER responded to me. The XXXX XXXX XXXX XXXX department XXXX XXXX me they don't have the authority to stop the sale and that the investor has to approve that. And, the person, according to the investor/trustee, that has the authority doesn't return calls or emails. I have submitted multiple requests for them to move the sale date out since they have a full set of documents and application supporting documents and have submitted it to underwriting for review, but they said they can't promise to stop the sale. My XXXX XXXXXXXX rights are being violated because they are reviewing a modification at the same time they are proceeding forward with foreclosure. 
I NEED HELP. I can afford the payment. I would like the lender to review the documents and get a modification in place so as to avoid bankruptcy to stop it. HELP! I'm a single mom with a XXXXXXXX XXXX XXXXr -- we can't afford to be homeless!!!

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