Consumer complaint received 2024-07-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
Good Day, My mortgage has been transferred from XXXX XXXX to Shellpoint Mortgage Servicing on XX/XX/XXXX. XXXX XXXX stated that would honor the agreement ( loan modification ) that I have with XXXX XXXX. When the mortgage was transferred, I was working with a wonderful representative, XXXX XXXX. She stated the paperwork from XXXX XXXX was in the process of being transferred to Shellpoint Mortgage.. The process would take 60 days - XX/XX/XXXX. I spoke with several representatives today, XX/XX/XXXX to verify that they received all the paperwork from XXXX XXXX, to verify that they received the paperwork from XXXX ( a third party organization that I am working with, and to check the status of my loan modification. The XXXX representatives, I spoke with stated they have received the paperwork from XXXX. A spoke with an another representative today from Shellpoint Mortgage. She stated that she would honor the agreement that I have started with XXXX XXXX the first part of this year I was only working part-time. As a result, I fell behind in my payments. Now I am working full-time again, I am using the organization XXXX to help negotiate the loan modification. But, Shellpoint Mortgage is not trying to help me and approve the loan modification. Also, I asked the representative to update XXXX on all paperwork. Update from Shellpoint Mortgage - XXXX XXXX XXXX from XXXX, emailed the paystubs to XXXX XXXX. Today, XX/XX/XXXX, I spoke with XXXX. He said he could not approve the loan modification> I asked him if he received the paperwork from XXXX. He said he received the paperwork, but not the XXXX XXXX Authorization. So, he could not speak with XXXX. XXXX XXXX XXXX, from XXXX emailed the XXXX XXXX document today. XX/XX/XXXX. Below please find my correspondence with XXXX XXXX regarding XXXX XXXX for your review. On Monday, XX/XX/XXXX at XXXX XXXX  XXXX, XXXX XXXX XXXX wrote : Hello XXXX, I spoke with a representative from XXXX XXXX today, XXXX XXXXXX/XX/XXXX. He stated that he did not receive the XXXX XXXX Authorization, so they can work with you on my loan modification. Please email the XXXX XXXX Authorization form to XXXX. I hope you have a wonderful day. XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - On XXXX  XX/XX/XXXX at XXXX XXXX  XXXX, XXXX XXXX XXXX wrote : Great! Thank you for your help. I hope you have a wonderful day. XXXX XXXX XXXX XXXX XXXX ( XXXX ) XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- On XXXX, XX/XX/XXXX at XXXX PM XXXX, XXXX XXXX XXXX wrote : Good Afternoon XXXX, XXXX You for this update. I will forward the paystubs to XXXX XXXX right away. Have a great day! Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX " XXXX 's XXXX XXXX XXXX '' Tel : XXXX ext XXXX or XXXX : XXXX Office Hours XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Fighting For Economic Justice With XXXX XXXX XXXX. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX Sent : XXXX XXXXXX/XX/XXXX XXXXXXXX XXXX To : XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : Update - Paystubs - Not Received by XXXX Funding XXXX XXXX XXXX XXXX XXXX, XX/XX/XXXX Hello XXXX, XXXX spoke XXXX XXXX XXXX XXXX XXXX XXXX  at XXXXXXXX XXXX XXXX She stated she received the paperwork, but she did not receive my paystubs. I have attached my paystubs and XXXX XXXX would like them resent to XXXX XXXX. I have attached the paystubs ( XX/XX/XXXX and XX/XX/XXXX ) for your review. If you have any questions, please feel free to contact me. I hope you have a wonderful day. XXXX XXXX XXXX XXXX XXXX XXXX full complaint

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