Consumer complaint received 2024-08-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
Below is the text of an email sent to Shellpoint Mortgage describing, in great detail, all I have gone through trying to get Shellpoint Mortgage to extend to us a XXXX XXXX XXXX month payment forbearance on the mortgage on our home, just to get to the point of selling our home and paying off the mortgage. To say the least, this has been enormously frustrating. And I believe it shows a total lack of a good faith effort to help us, with their constantly claiming they have not received the information we have sent them, trying our best to conform with each and every method they tell us to use to get it to them. This is nothing more than a delay tactic, trying to get to the point where they can foreclose on our home. 


NOTICE : The following reflects my honest opinions about Shellpoint Mortgage Inc. 's products, services, or conduct, as protected by the Consumer Review Fairness Act passed unanimously by Congress to protect peoples ability to share in any forum their honest opinions and experiences. 

I have spoken to someone about my experiences with you and Shellpoint regarding my efforts to secure a loan forbearance. He asked me a few questions about my experience and I responded. In the spirit of keeping you in the loop, and the fact that your name appears frequently in my response to him, I'm sharing with you the information I provided. I started to forward to you the email I sent, but, as you are well aware, in spite of my repeated attempts to send you the information you have requested in the past, carefully following the instructions you and your associates provided, I was pretty sure my forwarded email would not have been 'received ' by you. So I have copied the exact, and complete, text of that email and have pasted it below. 

And, of course, I XXXX the email address you had provided in XXXX of our later emails where you said all documents regarding loss mitigation must be sent. To be honest, I wasn't sure why you hadn't mentioned this in your FIRST email, since it was my impression ALL DOCUMENTS MUST BE SENT TO THAT ADDRESS. If I'm not mistaken, that was the THIRD technique you had a asked me to try. I also attempted to upload it to the web address you provided, which I believe was the FOURTH technique you told me to try, but XXXX and behold, when I tried to login to my account, I received this message : Access to your loan account is temporarily unavailable at the moment due to ongoing systems maintenance. We apologize for any inconvenience caused and thank you for your patience. 

I found the error message to be interesting timing. And, finally, of course, I have electronic faxed this email to the fax number you provided. I honestly hope you will get at least XXXX of those other communication attempts I have made just to get this email to you. 

The ONLY modifications to my email to the person with whom I am communicating are any references by me that might reveal the identity of the person I am communicating with. And, of course, I did not provide copies of the XXXX emails exchanged between you and me because you, like me, have the originals of those. There were others, but I believe the ones I referenced are most relevant to this issue. 

Please forgive me for the occasional use of profanity in my response to him. Please be assured I would not use such prifanity with you, as it woud not be appropriate in business correspondence, but this is the text of that email : Thanks for getting back to me. 

The answers to your questions are below. But before you review my answers, please look at the attachment labelled XXXX XXXX Shellpoint XXXX, which we just received today regarding our request to Shellpoint for a forbearance. Sounds to me like they are getting very close to foreclosure. 

Here are the answers to your questions : XXXX. Here is an overall count of emails between XXXX XXXX '' XXXX '' and me, between XXXX, the day after I received her first phone call, through XXXX : Received XXXX Sent XXXX Of course, I would be more than happy to forward you a copy of ALL emails exchanged. I did not do that yet, because I dont want to overwhelm you with even more paperwork. 

XXXX. Yes. Completed once and sent XXXX different ways, including ALL the documents she requested, copies of which are attached to this email. In each and every case, she claimed she had not received them, then suggested yet another technique to use to send them. I followed her instructions PRECISELY as to how they should be sent, where they should be sent, etc., etc., etc. As you may recall, I have been a geek for well over 50 years, so I know how to do this. And EVERY time, she said I MUST be doing something wrong, which, of course, is total BS there is absolutely nothing I can do on my end to cause problems it could ONLY be a problem on her end. 

a. Attached to email replying to her when she originally asked for the information. 

b. Attached to a second email reply to her, all in PDF format, since she notified me that was the only format her system would accept. She did not mention this in her first email. 

c. Attached to another email address, since she informed me all information, they requested had to be sent to that email address, or they couldnt view them. 

i. Spoke to another person in her office/on her team, who informed me the email just sent to the specific email address had been received and it would take a day or XXXX for it to be sent from that email address internally to XXXX XXXX. 

d. XXXX XXXX XXXX she had not received anything from their internal email distribution system and told me I had to fax them to a specific fax number. Since we are in the process of moving ( the downsizing effort I described ), our fax machine was in storage, so I signed up for an account with XXXX, a highly respected electronic faxing service. I faxed all the requested information to that number and sent the log of the successful faxes to XXXX XXXX. 

e. This is the text of the last email I sent her, on XXXX, regarding all her document requests and my responses. As you can tell, I was a bit upset : XXXX XXXX... 

I have lost track of how many documents you have requested that I have sent to you PRECISELY FOLLOWING YOUR INSTRUCTIONS, which you never get. And DON'T tell me it's somehow my fault. That is PATENTLY ABSURD. There is NOTHING I can do on my side that would affect your not receiving them. Even XXXX of the people ON YOUR OWN STAFF told me you had received them and all that was needed was to wait for YOUR SYSTEM to disburse them. 

Just to be clear, I am not the kind of person who uses all caps in professional correspondence, but you have pushed me to that point. I can only assume you are trying to force me into bankruptcy. If you are, congratulations - you've succeeded. I have started to investigate filing bankruptcy, as it appears to be my only alternative. Believe me, I hate having to do this, and hopefully our house will sell soon, and I can rid myself of your stellar 'customer service ', but my understanding is Florida 's XXXX XXXX is XXXX of the best consumer protections we have. 

Please don't send me any more requests for documents. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. It appears to me we are very close, based on the text of the last email I received from her, dated XXXX, informing her I had received notice from her system that I had missed XXXX payments, with no mention whatsoever of the communications she and I had exchanged on the topic : Hello XXXX XXXX, Thank you for your email. 

To confirm, your loan is currently due for XXXX in the amount of {$5400.00}. 

For immediate assistance, please contact our office at XXXX. 

Thank you, At that point is when I started contemplating what to do next, which caused me to contact you. To me, that last email to me could have been a prelude to Shellpoint starting foreclosure proceedings. 

I am beyond sick and tired of the way we have been treated. And XXXX willing to bet every cent I have, that we are NOT the only people they have done this to over their long and distinguished career in the loan business, especially considering the truly astonishing reviews, experiences and, last but not least, the number of class action lawsuits that have been filed, based on a simple XXXX search. 

If you have any questions, please feel free to call me at XXXX, reply to this email, or via XXXX at our temporary residence address shown below. 

Sincerely... 
XXXX XXXX XXXX XXXX XXXX XXXX Current, temporary residence : XXXX XXXX XXXX XXXX XXXX VA XXXX Still official mailing address : XXXX Forest XXXX XXXX. 
XXXX, FL XXXX ATTACHMENTS : Copies of all documents submitted to Shellpoint, as requested by XXXX XXXX, -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - That is the end of the correspondence I sent. Please let me know if you received any of the other techniques I tried to use to get this email to you And, of course, please let me know if I can clarify anyting for you.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation