Consumer complaint received 2019-08-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
This complaint is about how ShellPoint Mortgage a company I believe to be an affiliate of XXXX XXXX XXXX. This Company has taken every step since XX/XX/XXXX to take my home rather try and help me to stay in my home. On XX/XX/XXXX I received a phone call from a Ms . XXXX who was appointed to be my Single Point of Contact ( SPOC ) ( see the attached letter in step 3 that describes on a recorded line in details ) the conversation between myself and Ms . XXXX but I will point out that Ms . XXXX told me on XX/XX/XXXX that my home was going to auction on XX/XX/XXXX. Since I had never experienced my home going to an auction I became devastated so I asked her how could this happen without me receiving some type of notice warning me of such action. Since Ms . XXXX I have had over seven SPOC assigned to my file. I have also included for your review some of the letters that I received from each one of my SPOC stating that my file was incomplete as well a two letters that stated that my file was completed and that I was protected from having my home foreclosed on. The letter even said that my State Laws my supersede ShellPoint Mortgage 's foreclosure protection. So immediately went to the Department at my County Office that handle the home auction and showed them the letter my county Office then informed me that either ShellPoint Mortgage or XXXX XXXX XXXX XXXX which is ShellPoint Mortgage lawyers ( they are located in XXXX, NJ )  would have to reach out to them in order for my home to be pulled off the list. I came across and article from the XXXX XXXX dated XX/XX/XXXX in which they highlighted how " XXXX XXXX XXXX destroyed documents as borrowers tried to save their homes, suit says. A new lawsuit says XXXX XXXX XXXX misled borrowers trying to hang onto their homes, pushing them into foreclosure while it enriched itself off a federal mortgage-modification program. '' This is exactly what is happening to me please see the atached documents you will see that ShellPoint for over a year and a half after I presented documents month after month that showed that my hardship was over and that I was able to go back to making my monthly payments continue to say that I was missing documents which allowed the amount that I owed to continue to increase. In XX/XX/XXXX in order to stop the Sheriff 's Sale I was advised to file a Chapter XXXX Bankruptcy. I did so because 1 ) I wanted to keep my home for me and my family and 2 ) I wanted to pay my debt. Even while I was in a Chapter XXXX that I later dismissed because my income continued to increase which meant that I was even more capable and in a better position to fulfill my financial obligation to ShellPoint Mortgage. I remember being in Bankruptcy court in XXXX, NJ I believe it was on XX/XX/XXXX before the Honorable Judge XXXX XXXX when I informed him that I was in a Loan Modification he on the record while both my trustee representative and a representative from XXXX XXXX XXXX XXXX was present that " Doesn't Federal Laws protect her if she is a Loan Modification '' I believe that is that he was referring to is called " Dual Tracking ''. In XX/XX/XXXX, see ( attached documents in step 3 ) I received and email from my SPOC Ms. XXXX XXXX and prior to the email I contacted Ms. XXXX by p hone where she informed me that my investors XXXX XXXX was willing to reinstate the loan if I contributed {$20.00} XXXX dollars on XX/XX/XXXX another SPOC said I needed to come in with {$10.00} to {$15.00} XXXX dollars by the end of the day. While visiting my then lawyer Mr. XXXX XXXX who is located in XXXX NJ I reached out to Ms. XXXX XXXX just to confirm the {$20.00} XXXX dollars reinstatement. In XX/XX/XXXX I was able to see where I could come up with the {$20.00} XXXX dollars that was needed. I knew I had {$15.00} XXXX dollars of my own so I reached out to the XXXX XXXX located in XXXX XXXX NJ, Ms. XXXX XXXX. I referred Ms. XXXX to Ms. XXXX. Ms. XXXX referred her to ShellPoint 's Escalations 's department. ( see email in step 3 ) still to this date ShellPoint has not responded back to Ms. XXXX. I also reached out to XXXX XXXX in-fact a Mr. XXXX called me because I had called XXXX XXXX he told me that XXXX XXXX would be willing to work with me but that he couldn't speak with me because I was in an active bankruptcy, I told him I was not he then told me to fax him proof, I did and when I tried to call him back XXXX who answered the phone on several occasions told me he was unavailable. Because I am trying so hard to keep my home for me and my family on XX/XX/XXXX, I reached out to XXXX XXXX again because I wanted to see if they could provide Ms. XXXX with information she needed that when XXXX who answered the phone say to me that XXXX XXXX was no longer my investors that they had sold my loan in XXXX. I said well why didn't I receive something regarding this claim she didn't know. And when I asked her who did they sell my loan to she said she didn't know please check XXXX XXXX 's recorded line. Lastly, on XX/XX/XXXX XXXX XXXX XXXX XXXX in a phone conversation with the XXXX XXXX XXXX Judge  said that ShellPoint is denying my loan because my debt ratio is 68 % how could that be when my monthly income is over {$4000.00} dollars. .I strongly believe this is being said because I found a way to come up with the {$20.00} XXXX dollars that was the first condition so now ShellPoint need some othe reason to take my home. ShelPoint continue to base their decision off my income during my renegotiating stage which was XXXX, XXXX, and XXXX of the this year rather than to except my income from XXXX until now. In- fact those were the only documents Shellpoint has ever used in these 1 1/2 that I have being sending them documents to come up with a decision during my loan modification. Because I was so stressed out I wrote to Congresswoman XXXX because I watched her when she was questioning Secretary of Hud -Mr. XXXX XXXX around this same matter ( see attached letter in step 3 ) to point out to her how my Loan Servincing Company is doing the same thing to me that they homeowner in her district were facing. I closing I would like to thank the Consumer Financial Protection Bureau for allowing me to share my experience and frustration with a company that perhaps care nothing about consumers. I hope to hear from you soon.,

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