Consumer complaint received 2024-02-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
Shellpoint mortgage is discriminating against my wife and I based on our age. Ageism is very real. They have completely taken advantage of us and are also dual tracking.We are victims of elder abuse by Shellpoint.We submitted a file for a loan modification back in XXXX. We are now in XXXX and still do not have any resolution.Please see all attached emails every single week from our granddaughter.They would ask for new documents from us. Each week it was one thing they never gave us a full list. By the time we submitted what they were asking for, other documents were expiring. This was repetitive. Please see attached emails, confirming this statement. we are in our XXXX and are not in the best of health, and it is very obvious Shellpoint took advantage of us. They sold our house back in XXXX. Please see attached email where we advised them we had filed for bankruptcy and reported the bankruptcy case number. Please see attached from the attorney who advised that the house had sold and he notified all parties that it was an invalid sale due to the bankruptcy. It placed our file into limbo. Shellpoint refused to review our file until the property was rescinded. This perpetual review was closed out the day after my house was rescinded and they placed a new sale date immediately. They did not send a decline letter. They did not give me the opportunity to appeal. This was their mistake. We had asked the file to be reassigned multiple times to avoid this perpetual review as obviously the single point of contact was not doing their job properly. We resubmitted a complete package again, and the file is now with underwriting and the investor for approval but yet we still have a sale date. This is illegal as they are dual tracking. How can my file be with underwriting and the investor waiting for a decision but then still foreclosing.We have no choice but to make this known and we will be moving forward with legal proceedings. This was completely unacceptableand negligent and they refused to rectify the situation. We asked for supervisor assistance and even asked for the attorney to step in and assist and they also refused. They even sent a letter stating they will not review my file until the home is rescinded which proves they sold my home illegally. At one point prior to the illegal sale they even said they sold our home already. The way they want to take my propertyis extremelyobvious anddisturbing. My wife had to be readmitted to the hospital once again due to the stress this has caused us. They simply do not want to help us whatsoever.The CFPBs mortgage servicing rules ensure that borrowers in trouble get a fair process to avoid foreclosure. Borrowers shouldnt have to worry about mortgage servicers cutting corners or losing applications for relief. 
For many borrowers, dealing with mortgage servicers has meant unwelcome surprises and constantly getting the runaround. In too many cases, it has led to unnecessary foreclosures, said CFPB Director XXXX XXXX. Our rules ensure fair treatment for all borrowers and establish strong protections for those struggling to save their homes. 
Restricted Dual-Tracking : Under the CFPBs new rules, dual-tracking when the servicer moves forward with foreclosure while simultaneously working with the borrower to avoid foreclosure is restricted. Servicers can not start a foreclosure proceeding if a borrower has already submitted a complete application for a loan modification or other alternative to foreclosure, and that application is still pending review.

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