Consumer complaint received 2023-07-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
Hello, I am submitting this complaint as a follow up to two previous complaints which are complaint # 's XXXX, XXXX -- XXXX, those complaints remain unresolved even though the company " responded '' but the issues are ongoing. Therefore I am re-alleging those complaints herein with the new details of this complaint. 

On or about ( XX/XX/2023 ( right around the time they submitted their response to the CFPB regarding complaint # XXXX ) I noticed my mortgage grant that was approved prior to the filing of this complaint was suddenly in limbo and denied. When I called the Grant organization, they related the Mortgage company ( Shellpoint ) " performed and ACH withdrawal of the Grant monies because they needed to use their other company name NewRez and needed to maintain close communication with the Mortgage servicer. I called repeatedly and they were mum instead saying they could only talk to the mortgage servicer. I waited for them to call me back repeatedly and they never did. 

On or about XX/XX/2023 I sent an error dispute letter ( exhibit a ) regarding the debt validation received subsequent to complaint # XXXX On or about XX/XX/2023 I submitted a loan modification application via both fax and certified mail. On the same date I sent their " first point of contact '' an email indicated that information ( exhibit b ). *This email has now changed the fax number for this contact from last for of XXXX to XXXX Her response was " normally XXXX business days ( regarding a question about my loan mod application ). '' This apparently the same individual who after the first complaint after many of my letters and faxes just sent everything to my attorney. This is also the person whom was sent an attorney authorization already ( exhibit c ). 

months passed and no response. 

On or about XX/XX/2023 my attorney sent a message asking if I had requested any XXXX XXXX documents. Thinking " oh its a response for my loan modification packet '', I told him yes. However, I did not receive anything regarding that loan modification. 

On or about XX/XX/2023 I checked my attorney 's website and I was finally able to download those documents. ( exhibit d ) This form once said " If you are an attorney for the borrower please fill out the attached consent form to INITIATE the process. '' Here we go again. they are starting these games after they spent this whole time covering up their tracks regarding the XXXX above complaints. 

This packet also contains a " tax payer consent form ( exhibit e ). 

On XX/XX/2023 a new mortgage statement ( Exhibit E ) was received citing the same " error '' that we began with at the start of the complaint process and would you look at that somehow the " errors '' are always in the favor of this mortgage servicer or places them in the best position for a home owner to lose their mortgage. How lovely. 

So as you can see from above facts. Since filing these complaints with the CFPB this mortgager has done nothing to provide a " seamless '' response to my loan mod application. The only things they have done is Go around CFPB rules as well as weaponize Case law in order to foreclose on my home. This is a predatory servicer who is taking advantage of people who are in bankruptcy or some other hardship in order to meet their objective. It is believed based on above they are are doing this to countless consumers with impunity and should be immediately investigated. An investigation would reduce complaints significantly but as you can see this process is an absolute joke to them as they are using CFPB rules against consumers.

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