Consumer complaint received 2022-10-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: MI

Complaint narrative:
SHELLPOINT YET AGAIN REFUSES TO DO THEIR JOB, THIS TIME REFUSING TO COMPLETE MY FEDERAL LOAN MODIFICATION THEY MAE ME HURRY UP & FINISH THE TRIAL PAYMENTS- NOW IGNORING ME, NO MODIFICATION. 

I have tried to deal with these people, what they do is give you a " Point of Contact, '' and that is who you are supposed to deal with only. 
Except they switch that Point of Contact every few days! 
When you call this Point of Contact, they are ALWAYS on the other line, they never return your calls. 
Email is hit or miss, but you never actually have your questions answered. 

I have a 30 year Fannie Mae w/ a coborrower. 
That coborrower abandoned the home on XXXX, over a year ago. He not only stopped paying the mortgage, utilities, anything for the house, he also closed his bank account, changed his phone #, blocked me everywhere so there was NO WAY he would be paying this mortgage. 

I did the Federal Forbearance. 
I kept in contact with the Shellpoint people, kept them updated, but it was like talking to a rock. 

Every time I called, every single time, they would ask if they can use my phone numberS. I only have ONE number, they had my number, plus 3 for the coborrower. 

I said, " Don't call him, he is not going to talk to you. '' After multiple times speaking to Shellpoint people, I ended the Federal Forbearance early, they sent the letter about making 3 trial payments, then a modification. 

I made the 3 payments, due over 90 days, but I made them on XXXX, XXXX, XXXX, based on the Shellpoint employee 's assuring me when those were completed, they would have my loan modification done. 

Seemed believable, except that was a blatant lie. 

My Point of Contact switched again and again, now it's some genius named XXXX XXXX. 

I have called her directly over a dozen times. She has never returned my calls. I emailed too, those were ignored, until I went thru their system email via their website, just telling me she was doing my Modification. 

And that was a blatant lie too. 

My 3 payments were done 2 weeks ago. I was assured by Shellpoint employees, by XXXX XXXX, and by Shellpoint letters explaining the Modification process that the Modification would be done in " no time, '' and " as soon as you finish your trial payments. 

Well after 2 weeks, these jerks haven't even started my Modification! 

Called, of course XXXX XXXX was " on the other line or away from her desk, '' so ended up speaking to yet another worker. 

XXXX XXXX stupidly sent me a notice for the Modification to send them MINE AND THE COBORROWERS DIVORCE DECREE! 

We are NOT married, duh! I emailed this to XXXX XXXX several time, now when I just spoke to a male Shellpoint worker, who was very rude and decided to ARGUE with me, he said they hadn't even started my Modification, after 2 weeks. So what has XXXX XXXX been sitting around, doing? Absolutely nothing. 

Just called her 4 times, no answer, not even Voicemail. All calls ignored. Email ignored. Guy tries to tell me that they ALWAYS need a divorce decree. 

These people have NO IDEA what they are doing. Married couples own homes together via tenancy by the entirety, they get divorced. 
Unmarried couples owning a home together is by Joint Tenants. 

Hence, the coborrower and I would NEVER have a divorce decree! 

I told - this to I have tried to deal with these people, what they do is give you a " Point of Contact, '' and that is who you are supposed to deal with only. 
Except they switch that Point of Contact every few days! 
When you call this Point of Contact, they are ALWAYS on the other line, they never return your calls. 
Email is hit or miss, but you never actually have your questions answered. 

I have a 30 year Fannie Mae w/ a coborrower. 
That coborrower abandoned the home on XXXX, over a year ago. He not only stopped paying the mortgage, utilities, anything for the house, he also closed his bank account, changed his phone #, blocked me everywhere so there was NO WAY he would be paying this mortgage. 

I did the Federal Forbearance. 
I kept in contact with the Shellpoint people, kept them updated, but it was like talking to a rock. 

Every time I called, every single time, they would ask if they can use my phone numberS. I only have ONE number, they had my number, plus 3 for the coborrower. 

I said, " Don't call him, he is not going to talk to you. '' After multiple times speaking to Shellpoint people, I ended the Federal Forbearance early, they sent the letter about making 3 trial payments, then a modification. 

I made the XXXX payments, due over 90 days, but I made them on XXXX, XXXX, XXXX, based on the Shellpoint employee 's assuring me when those were completed, they would have my loan modification done. 

Seemed believable, except that was a blatant lie. 

My Point of Contact switched again and again, now it's some genius named XXXX XXXX. 

I have called her directly over a dozen times. She has never returned my calls. I emailed too, those were ignored, until I went thru their system email via their website, just telling me she was doing my Modification. 

And that was a blatant lie too. 

My 3 payments were done 2 weeks ago. I was assured by Shellpoint employees, by XXXX XXXX, and by Shellpoint letters explaining the Modification process that the Modification would be done in " no time, '' and " as soon as you finish your trial payments. 

Well after XXXX weeks, these jerks haven't even started my Modification! 

Called, of course XXXX XXXX was " on the other line or away from her desk, '' so ended up speaking to yet another worker. 

XXXX XXXX stupidly sent me a notice for the Modification to send them MINE AND THE COBORROWERS DIVORCE DECREE! 

We are NOT married, duh! I emailed this to XXXX XXXX several time, now when I just spoke to a male Shellpoint worker, who was very rude and decided to ARGUE with me, he said they hadn't even started my Modification, after 2 weeks. So what has XXXX XXXX been sitting around, doing? Absolutely nothing. 

Just called her 4 times, no answer, not even Voicemail. All calls ignored. Email ignored. Guy tries to tell me that they ALWAYS need a divorce decree. 


No, not married borrowers, they are tenants by the entirety. 
Nonmarried are joint tenants. 

I told this lady, XXXX XXXX, that we were never married, why would they even ASSUME we were? 

Then I said now the coborrower is trying to sue me. 
I provided his lawyer 's name, phone, contact info. 

Again, nothing from XXXX XXXX, useless Point of Contact. 

I called again, she was supposedly on the other line again. 
You can never speak to your assigned person, ever. 

She must be my XXXX one, never can you talk to them. 

I told the rude guy, same thing I told XXXX XXXX. Everyone is waiting on them for this Modification. 
I was told it would be done within a day or XXXX, so hurry up and complete my trial payments. 
That was a blatant lie. 

The rude guy I spoke to took all my SAME information. 

XXXX XXXX HASN'T EVEN STARTED ON THE MODIFICATION, HE SAID. 
2 WEEKS, SHE HASN'T BEGUN IT. 

YET SHE'S ON THE PHONE WITH ALL THESE OTHER PEOPLE. 

TOTALLY 100 % USELESS.

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