Consumer complaint received 2018-05-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Good afternoon CFPB, I want to thank you and advance for your help and support regarding my request for short sale on my current property. I had initially been attempting to get a mortgage modification on my home. It was clear the mortgage company was unwilling to provide one. They actually approved me for a trial modification years back which I paid each monthly in a timely fashion for 10 months while awaiting permanent approval. Then they notified me via a letter that permanent approval was denied. More recently I was again approved for a modification, however, it was based on a fictitious annual earning which was " literally '' double our household earnings. After pointing out the earnings error several times they then reduced our annual approval value to {$8600.00} per monthlystill far more than our monthly earnings of {$5600.00} which we had clearly stated n multiple occasions. Because we would not be able to pay the monthly mortgage which was based on a modification using erroneous monthly earnings we opted not move forward with the mortgage modification which only reduced our mortgage payment by {$86.00} per month and extended our mortgage another 21 years ( we have documentation verifying all of this ). 
After realizing they would not provide us with a real modification we opted to pursue a Short Sale. 
They are now recycling us in a never ending cycle of submitting the same paperwork. I have provided Shellpoint Mortgage Services the requested paperwork no less than 10 times. Each and every time the process comes to the same result whereby Shellpoint Mortgage Services ultimately tells me they need the same documents filled out over and over again and threatens to take me to court. I have an extensive email trail I can provide as a proof source for this. Additionally, I have verified with the Loss Mitigation division of Shellpoint mortgage services that the conversations we are having, and their request for information, are being recorded. In these conversations I have verified with them if the email they are currently requesting is provided that will meet all of their needs for documentation. This is the 10th time I have provided them with what they have requested yet they are telling me they need different documentation. The realtor and mortgage company that I have used no longer wants to work with this company. 
I am writing to request your support yet again to get this issue resolved so I can move on with my life in a positive and productive manner. This is having on toll emotional hardship on myself, my children and my marriage which ended up resulting in a divorce on XX/XX/XXXX mainly to do with all of the problems associated with our living environment. 

This is a copy of the last email I provided Shellpoint Dear Shellpoint Mortgage, I can say in all honesty the Short Sales and Modification process through Shellpoint Mortgage Services is the most ridiculous thing I have ever seen in my life. For years now I have been attempting to either get a mortgage modification or a short sale on my current residence. Each and every time you send me a packet of information to fill out. Each and every time I fill out that information. And each and every time I am forced to go through a painful process up continuously providing you with that same information over and over again, piecemeal. 
I am initially sent a packet stating you have received my modification packet or short sale request packet and it is being reviewed. Then sometime later I receive an additional mailing stating the packet is in complete and you want this form or that document, which by the way was already provided. I then follow up with those documents and you tell me now you need additional documentation. You might either be requesting additional documents which you have already been sent or you could be stating that documents which you have received are now out of date etc. 

As you can see from the email below dated Friday, XX/XX/XXXX XXXX XXXX  I had a conversation with you XXXX, after having a conversation on XX/XX/XXXX with XXXX and during that conversation I was told you needed three documents which are outlined in that conversation. I will note that in the conversation I had with XXXX I was provided a list on FINAL REQUIREMENTSalso at that time provided. During that conversation I expressed my complete frustration, I asked you if our conversation was being recorded and told you I would I can send you this information. Which clearly I provided. As usual I am now going through the exact same process over, and over, and over again. I have now been notified that I must go into court on XX/XX/XXXX, where you will probably attempt to foreclose on the home I am trying to short sale. 



Please help me. 

Very truly yours, XXXX XXXX

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