Consumer complaint received 2019-03-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
CFPD, I am writing to file a formal complaint in regard to Shellpoint Mortgage Servicing and the mishandling of my Loss Mitigation Application. By constantly changing the single point of contact ( SPOC ), Shellpoint Mortgage Servicing is not putting forth a Good Faith effort as required by the Consumer Financial Protection Bureau ( CFPB ). 

A brief and condensed history follows. My hardship started in XXXX with the downturn of the economy. My former husbands XXXX business was put out of business which ultimately led to a Chapter XXXX Bankruptcy filing XX/XX/XXXX. We began a XXXX-year Chapter XXXX Plan. Due to the stress and hardships our marriage ended XX/XX/XXXX. I then lost my job XX/XX/XXXX and struggled financially which all led to getting behind on our mortgage. I have lived in my home for 19 years and have worked tirelessly to try and save my home by applying for my mortgage to be modified through the Loss Mitigation process. 

Our first Mortgage Lender was XXXX. I submitted a Loss Mitigation Application starting in XXXX which was a completely abysmal process. Due to XXXX haphazard effort through XX/XX/XXXX, the application never resulted in a completed Modification outcome. Repeat issues of requesting more and more documents of information that had already been submitted and not acknowledged. Multiple changes of, single point of contact, in which each new person was starting over in the application process. I could not get any traction and finally retained our Chapter XXXX attorney to represent me in the Loss Mitigation process to XXXX mid-XXXX. My attorney also could not get clear communication with XXXX. Then all communications ceased XX/XX/XXXX ; later to find out the loan had been transferred to another servicer, XXXX, who held it until it was transferred to XXXX for approximately 6 months and ultimately ended with Shellpoint sometime in the XXXX of XXXX. 

I reached out and met with XXXX XXXX, Certified Housing Counselor at SNAP, on XX/XX/XXXX to once again begin a new Loss Mitigation Application with Shellpoint. At that appointment I came prepared with required documents to submit the Loss Mitigation Application including : Uniform Borrow Assistance Form, Homeowner Financial Worksheet, Copy of Divorce Order, Property Taxes and Homeowners Insurance Form, Doff-Frank Certification, Budget, Profit and Loss Statement, Copy of Mortgage Statements, 2 most recent bank statements, 30 days of pay stubs, last 2 yrs IRS Tax Returns, a monthly utility bill, copies of all household bills and a Hardship Letter signed and dated which XXXX XXXX submitted to Shellpoint. 

I have previously completed and submitted all requested documents, however I continue to get notifications saying they are missing requested documents that have already been sent and confirmed they were received by XXXX XXXX who was the 2nd SPOC. They are using these tactics to say they havent received documents to close my file by saying it is incomplete and they may conclude that you have withdrawn your request for a loss mitigation program and may resume other means to collect any amounts due on your account. Furthermore, I made every accommodation for a local Broker to come to my home for a BPO report requested by Shellpoint mid-XXXX XXXX. I was waiting to hear back from Shellpoint as to my options for Loss Mitigation when I noticed a man on XX/XX/XXXX at XXXX taping a Notice of Default to my front door! I scanned the document and emailed it to XXXX XXXX who then contacted Shellpoing the next morning. She was informed my single point of contact was no longer XXXX XXXX, the person I had been corresponding with for approximately 2 months, and was now XXXX XXXX, who she spoke with on XX/XX/XXXX. However I never received any notification of a change. I contacted XXXX XXXX via email on XX/XX/XXXX and she informed me via email on XX/XX/XXXX that she in fact was NOT the single point of contact and that XXXX XXXX was. Again, I was NOT notified of any change. I finally received notification of the change, but not until after I notified them via email I had not received any notification. 

I have had 4 different single points of contact with Shellpoint since I started the Loss Mitigation process! Another point to note, is XXXX XXXX was told by XXXX XXXX that I would need to pay a 25 % down payment of {$75000.00} before being considered for a Loan Modification. This was the first Id ever heard of it and currently have not seen anything in regard to a down payment requirement. The requirement of a down payment is ludicrous and, by no means, a Good Faith Effort! If I had {$75000.00} I would not be applying for a modification of my mortgage. I have also come across information and public records that Shellpoint has been found at fault/guilty in the Court of Law for these same practices against homeowners. Shlepping continues to exhibit patterns of predatory practices on people trying to retain their homes. As such, they should be held accountable for their actions. There are clear violations in accordance with the CFPB rules and the Dodd-Frank Act. 

I am following advise given by XXXX XXXX by filing this complaint and ask for your assistance in this matter. I know there are hundreds of thousands of homeowners who have been in the same shoes as I and have lost their homes due to the strong arming of large mortgage companies who have not put forth a Good Faith effort in helping homeowners save their homes with affordable options. I hope not to become a statistic.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation