Consumer complaint received 2017-03-22 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
XXXX XXXX, XXXX XXXX XXXX XXXX ( XXXX ) XXXX - XXXX To : CFPB On XXXX/XXXX/XXXX my father XXXX due to a XXXX and my mother was the executive of his state. A few months later I was place on the loan for the mortgage and the deed was registered under my name and my mother 's name and also the house with was already XXXX dollars in late fees. I reach out to XXXX to start the loan modification because of financial hardship. A few months later XXXX sold the loan to XXXX ( XXXX ) XXXX ACCT # XXXX. XXXX sent me a packet witch, include a hardship form to fill out and send back to them. I sent all my financial information including my mom 's financial information we had to fill a XXXX form at least 3 to 5 times, I send them the copy of the deed and a copy of the lease agreement twice. Every other month I fax them my paystubs my bank statements Witch seem to lose or misplace every time. They never contacted me I 'm the one always calling everyday trying to get an update and every time I call my loan is always in review and an a few days later they say that my loan was denied because I did n't send them the paper work in a timely manner. They always request the same information throughout the loan modification process. Even if I had already sent them all the paper work they require. I reach out the XXXX on an everyday basis to find out if am missing any paper work do they need any paper work they say no and a day later they say your application is denied because you did n't send the proper paper work, than I have to start the process all over again. Threw the months I reach out to XXXX they say my account is in review and they ask to send paystubs and bank statements witch I always oblige and send the next day. The final straw came On XXXX/XXXX/XXXX I reach out to XXXX to check the status of my loan they say it 's still in review and they inform me on XXXX/XXXX/XXXX my loan will be service by Shell Point XXXX. When I reach out to Shell Point on XXXX XXXX they told me that it will take 15 days for my paper work to be transfer from XXXX. When I call Shell Point a few days later they told me that this investor does not do Loan Modifications and I would have to make the past due balance, Pay the loan completely or do a short sale and if not my house will be in foreclosure. One thing I do n't understand is that I told XXXX from XXXX ( Ext. XXXX ) that I was getting statements, he told me not to worry about it because the account is on hold. If the account was on hold why is Shell Point Financial inform me that the account is delinquent and I have to pay XXXX dollars to restore the loan. My soul purpose for going through this hard ache is to stay in my home because this home is the only thing I have to remind me of my father and he work too hard to purchase this home and for it to be lost. At this time I 'm trying to see if I can refinance my house with another company or to see if I can pay the late charges with a loan.

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