Consumer complaint received 2018-11-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
To Whom It May Concern : In recent months we have been in communication with our Representative at Shellpoint Mortgage, XXXX ( XXXX ) XXXX, as well as a XXXX XXXX and XXXX ( do not have surname ), in regards to our mortgage being sold to Shellpoint from XXXX XXXX XXXX ( which by the way, was sold to XXXX by XXXX XXXX in XX/XX/XXXX ). Needless to say, it has been a disaster, and all downhill ever since our mortgage moved to Shellpoint. Mr. XXXX recommended that we reach out to Shellpoint 's " Escalations Department '', but nothing has been resolved and no door to communication has been opened between us to date. They are to send me a letter in the coming days according to Mr. XXXX ( whom I spoke with again today - XX/XX/XXXX ; by the way, he repeated the same reasons, excuses and apologies that you will see listed below, but no help whatsoever ). Here is the situation in a nutshell - On XX/XX/XXXX and XX/XX/XXXX our home was impacted by Hurricane Irma, and we sustained thousands of dollars in damage to our home. Due to this fact, XXXX offered us a grace period to not make payments, while avoiding late fees, penalties and interest, so that we could focus on repairs, check into insurance, etc. We were to resume our regular payment schedule during a " trial '' period XXXX, XXXX and XX/XX/XXXX and then be re-evaluated. We have records of payments on the following dates : XXXX ( XXXX agreed payment ) XXXX XX/XX/XXXX-SHELL WEB PMTS {$1100.00} XXXX ( XXXX agreed payment ) XXXX XX/XX/XXXX-SHELL WEB PMTS {$1100.00} XXXX ( Should've been XXXX Payment ; please see explanations below ) XXXX XX/XX/XXXX-SHELL ACH PMT {$1200.00} XXXX ( First trial/modification payment to XXXX before given to Shellpoint ) XXXX XXXX : XXXX XXXX {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX XXXX XXXX XXXX DRAFT PMT {$1200.00} XX/XX/XXXX MORTGAGE PYMT - XX/XX/XXXX {$1200.00} Below is a general timeline of what took place when following through on our XX/XX/XXXX agreement with XXXX XXXX XX/XX/XXXX : XX/XX/XXXX - made first payment to XXXX XX/XX/XXXX - made multiple calls to Shellpoint to arrange 2nd payment, only to be told " we are unable to take a payment at this time since we have not received all necessary paperwork from XXXX. Many are experiencing the same thing. Thank you for your patience. Please call back and try again in coming days. '' Again, we attempted multiple times in XXXX ( they should have record of all these calls ) XX/XX/XXXX - Same reply as XXXX, however, told by XXXX XXXX that if we want to make a payment he would take it, but still no paperwork and sorry for delay. We felt uncomfortable making the XXXX or XXXX payments due to the lack of organization between XXXX and Shellpoint, therefore held off a bit longer, only to begin receiving certified letters telling us that we are facing foreclosure. Also, at this time it was advised by XXXX XXXX that we move to a new program that would go to 40 years with a payment around {$1100.00}, but Mr. XXXX ADVISED AGAINST US DOING SO, " because it was not a good offer compared to what we have ; it would add 10 years, so just hang in there '', therefore we declined ... but paperwork remained as if we had accepted! So, then BOTH opportunities had passed by this time due to poor, or lack of any, communication ... At this point we truly felt that we were floating at sea sharing one plank of wood between the two of us ( me and my wife ). XX/XX/XXXX - After speaking with XXXX XXXX we chose to make the XXXX payment, I believe this was XX/XX/XXXX in the amount of {$1200.00} so as to avoid any lingering threats by mail. At this point all paperwork still not fully transferred and we are told that " many XXXX clients have had the same issue and we are sorry for all '', etc. Same thing we've heard each time contacting someone. [ Note - XXXX XXXX was extremely helpful, and really tried to remedy all in XXXX/XXXX, but XXXX is ALWAYS difficult to reach and offered no true assistance, just excuses and apologies ). In the meantime, more threatening certified letters arrive about foreclosure, but we are assured by every person we contact at Shellpoint that " these letters are automated and not to be concerned '' ; but because the letters needed to be picked up at the US Post Office and signed for, this caused a huge amount of anxiety and unnecessary stress for me and my wife. XX/XX/XXXX - Spoke with XXXX and XXXX again, this time to find out that there is no record of an XXXX payment!! Even though we have record in our bank account ( I can provide this information ) and it was XXXX XXXX himself that took the payment! In addition, we've discovered that our credit report at this point begins to show 150+ days past due on our most important payment ... our mortgage!! This has absolutely destroyed our credit! This has also made it impossible to refinance and start fresh ; we have had cards cancelled by creditors and are now struggling to keep up with all. So, the same person that initially advised against us going with the 40-year plan, and the same person that took our payment then could not find record or remember ( XXXX " XXXX '' XXXX ) is recommending at this point that we begin this new program of 40 years, etc. in XXXX to keep the home from going into foreclosure. So, this is what we felt forced to sign up for ; no issue on our end, just very bad business on their end! But we pay the price! Our credit, our reputation, our mental and emotional turmoil, etc. Certainly, it's our belief, that anyone would have been uneasy to make additional payments at this point ; so XXXX was not paid so that we could begin fresh, with the new plan for XXXX - XX/XX/XXXX. So, we've made the XXXX payment in the amount of {$1100.00} in XXXX and the XXXX payment of the same amount in XXXX ( please see notes from our XXXXXXXX XXXX   statement above ). Finally, I was told today that we should contact you with this complaint, and it was mentioned that XXXX may have sold off to Shellpoint due to some legal issues regarding how they've treated consumers, such as us. Although we have nothing personal against any person listed in this complaint, we do have it with Shellpoint Mortgage, and we want our credibility restored via our Credit Report, etc. We want this to be made right, and we want the opportunity to refinance with a reputable company. In fact, we really need to get this resolved as soon as possible. According to Shellpoint we are 180+ days late on our payments and this is simply not true, and this is not our doing ... it's just unacceptable. Can you help us? Please contact us at your earliest convenience. Kind Regards,

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