Consumer complaint received 2022-12-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: MI

Complaint narrative:
XX/XX/XXXX our family moved into the home on XXXX XXXX XXXX XXXX In XXXX of XXXX I was put as a verified user on the mortgage. I was already on the quit claim deed as as joint tenants with full rights of XXXX  when we bought the house. My XXXX unexpectedly XXXX XXXX XXXX XXXXXXXX .we were not prepared and she did not have a will or anything. I sent in all proper paper work including her XXXX XXXX  several times. In XXXX I needed to apply for a hardship through the mortgage in the community action agency started to help with funds from XXXX. To help us get caught up so we could apply for hardship. In XXXX to XXXX I spoke to a loss, mitigation specialist named XXXX XXXX XXXX  She required a copy of the quit claim deed, another copy of the XXXX XXXX and sign form, saying that she would be working with XXXX XXXX XXXX. .Everything was processed. They told me that since I was on the quit claim deed, I could still have access and make payments, even though I did not need to because we would be put on the hardship. I still make payments. The funds from the XXXX  were released no issues. I then confirmed with XXXX all morning that we would be on the hardship and that she said that we would receive a letter or documentation or it would update in the app if we needed to extend it. The app never change the status. We never received any paperwork to ask XXXX if we needed to extend it. And then XX/XX/XXXX we received a forclosure notice from a listing through the courts. Not the morgate company. that our house would be placed on auction on XX/XX/XXXX at XXXX XXXX I reached back out to XXXX XXXX XXXX  inquiring what was going on that we never received any information. I heard nothing back. So I called in and the XXXX person I spoke to told me I was not on the account they would not speak to me. But the reasoning was that I sent in a wrong XXXX XXXX, and no other information stating that I was on the deed and then he hung up on me. I called back again to speak to somebody else. They did inform me that my name was not right on the certified user list that they had taken off my last name, and was only using my middle name. that I needed to provide them again with another XXXX XXXX  and the quit claim deed so they could speak to me. I sent them the confirmation in XX/XX/XXXX stating that I was an authorized user. I sent them all the required documents again, including the XXXX XXXX They stated they would contact me after they approve the paperwork and no one called me back. So I called back again. They still stated that I sent in no information or the wrong information but this time that the individual that I spoke to said that I sent in a XXXX XXXX in XXXX or XXXX every time I asked when it was sent in they would give me a different date That the XXXX XXXX that was sent in was for a man named XXXX, and that I had scratched out his Social Security number on the forms so they took it as that I did not want to be on the hardship anymore and they took me off when I told them that my mothers name was not XXXX, we do not know and XXXX and I would like to know who sent that in or put that in the file, they refused to tell me. And that my only option would be to the fees or to let my house go on auction. They still didnt have me on as a certified user so I asked to speak to a XXXX in the loss mitigation or to XXXXXXXX XXXX XXXX  Each time I noted where I sent these things and I gave them proof of contact with other people they would openly admit that they messed up on their part but all they can do is have me pay the fees that were not supposed to be charged. then on XX/XX/XXXX of XXXX I called again this time I spoke to a woman and she confirmed with me that I was supposed to be on the hardship. She apologize for people messing up the XXXX XXXX and said that she would fix it right there with me on the phone she placed me back on the hardship and said that I would should receive something in the mail in a XXXX XXXX XXXX if not to call back so I asked her again you were going to send me a confirmation that I am on the hardship, right? She said yes, so I waited for the letter. Nothing came. The only letter I received was XXXX stating that I was finally confirmed as a certified user on the mortgage account. Something that had already been confirmed in XX/XX/XXXX. So I called back again. I spoke to a gentleman on the phone and he told me the same thing its because I sent in the wrong XXXX XXXX  that I never told them that I needed to extend the hardship and that I have these late fees. And he told me that the only way to solve this would be to pay the fees or to sell my house. I gave him times and dates and people I spoke to but he contradicted everything everyone else had told me. So I asked to speak to a manger in loss mitigation. 
This person came on the line and said they spoke to the gentleman before me, and that the only thing that I told him was, I wanted to know the payoff amount. I told her thats not correct and I explain the whole story she put me on hold to review everything and then I told her again to check with the last person that I had called that put me back on the hardship she pulled up the voice recordings and the notes from that person, and confirm that I was told that. She said that she was going to fix it and that she would call me back. She called me back stated that her department would not put me back again on the hardship she admitted that it was a mistake on their part, every single step of the way from the XXXX XXXX XXXXrom not keeping the right records to taking me off the hardship to not reaching out to me. When I noted that no one reached out to me, she contradicted herself XXXX times stating that they dont do that or it was the fault of my XXXX XXXXXXXX and even tried to blame me that I was not reading my mail. I informed her theres nothing in the app I received nothing via email, or even by regular mail. She stated that the person should not have done that or told me those things that I mustve misconstrued it but then I told her you confirmed with me that they told her these things you read the notes back to me she said that that was an error and that they will work on her training, I asked her how will you fix this because none of this was my fault. I provided paperwork for over a XXXX  and each time the error was on your companies part. She apologized, admitted that the error was on their part, but the only resolution they had for me was to pay the fees, sell my house in a short sale, or just let it go to auction. I then asked her to provide me with all the documentation she said that they sent the times the dates who I spoke with who did XXXX XXXX XXXX spoke with any dated letter, stating when they sent me the foreclosure notice. When I asked when they sent me the foreclosure notice, she said that she could pull that up. So I asked her to send me all these items and she said she would send it into my email that day before XXXX XXXX She did not send anything that day the next XXXX around XXXX XXXX I received an email with only XXXXXXXX XXXXs in it. The first XXXX  was just a regular statement that you can pull off the app. I did not ask for that the other XXXX was a letter showing that I had informed them that she had XXXX  and asking again for another XXXX XXXX  and quit claim deed XXXX XXXX XXXX XXXX XXXX The last letter was a letter. She claimed that lost mitigation had sent out, and it was a letter asking if I need to extend the hardship but had previously stated that XXXX XXXX XXXX never agreed to send me any information on extending the hardship.she even states XXXX paper the XXXX letter they asked for a XXXX XXXX was XX/XX/XXXX but the XXXX she sent says XX/XX/XXXX. Even other associates that I had had contact with before stated, they never sent anything out like that.. when I asked her how she found that and it didnt have XXXX XXXX XXXX XXXXXXXX or name information on it and it wasnt dated with the date She said it was sent out. she did not reply. So I wrote in the email very clearly that per our discussion she confirmed with me that she would send all this information to me that I requested the dated foreclosure notice I requested to know about who access my account and when they sent the wrong XXXX XXXX  for a complete stranger. And all the other issues with the account. She has not replied to me, and they are also giving run around of community action agency who helped release the mihaf funds. XXXX XXXX XXXX also asked for a foreclosure notice and other documents the only thing that the mortgage company sent was a payoff statement. I would like to note I did misspeak on XXXXXXXX XXXX XXXX  name and mixed it up with XXXX

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