Consumer complaint received 2024-11-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
I applied for a loan modification with Shellpoint Mortgage for my home in XX/XX/year>. After nearly completing the paper loan modification document, I called Shellpoint to inquire about a specific question on the form. I was told, " Based on my loan type, completing the paper modification document was unnecessary. Instead, they can complete the modification form over the phone with me. '' I said, " After all the work I put into completing the modification document, now you tell me I don't need it? '' I agreed and completed the modification with the help of XXXX XXXX, who provided assistance over the phone. On XX/XX/year>, their representative, XXXX XXXX, informed me that my modification request had been denied. 

On XX/XX/year>, I followed up with a representative inquiring about the denial letter, as I hadnt received any written notice. Additionally, I sent follow-up emails to both, XXXX and XXXX, but to date, I have not received any written explanation or documentation regarding the denial of my loan modification. 

I am attaching a copy of the inquiring message I sent to Shellpoint. 

I request that the Consumer Financial Protection Bureau investigate why I was not provided a written notice and explanation for their decision, as required. Why was the loan modification denied before receiving photos from the XXXX XXXX XXXX ( XXXX )? Why was the XXXX sent to my home if his information was not used to assess my account? Finally, what made my loan type special that I was encouraged to submit a verbal, over-the-phone modification application versus the loan modification I had nearly completed? 

***Here is my inquiring message sent to my mortgage company on XX/XX/year>. 

" To Whom It May Concern, I am writing to formally dispute the recent decision to deny my loan modification application submitted in XX/XX/year>. On Tuesday, XX/XX/year>, I called and spoke with XXXX XXXX from your team to discuss the potential workout plan initially offered to me in XX/XX/year>. During our conversation, XXXX XXXX informed me that my recent XXXX modification request had been denied on XX/XX/year>. 

This decision was a surprise, as a Broker sent by Shell Point Mortgage had visited my home that same day, only 15 minutes before my call with XXXX XXXX. Given that my loan type requires a XXXX XXXX XXXX ( XXXX ), I am concerned about how the denial was issued before completing this necessary evaluation. Also, if a decision was made on XX/XX/XXXX, could you tell me the purpose or intent of sending a XXXX to my home on XX/XX/XXXX? 

I'm still waiting for a formal denial letter or supporting documentation about this decision. Please send a hard copy of the denial letter and a detailed explanation to my mailing address and follow up with an electronic copy via email to XXXX to ensure I received it. 

Thank you for your attention to this matter. I'm looking forward to your detailed response to my inquiry and request. '' Thank you in advance for your support. 

Sincerely,

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