Consumer complaint received 2024-11-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
XX/XX/XXXX RE : Shellpoint Mortgage To Whom It May Concern : I am writing to dispute an issue with Shellpoint Mortgage. They took over my loan from XXXX XXXX XXXX in XX/XX/XXXX when I first started receiving documents from Shellpoint and then the loan would be set up with Shellpoint by XX/XX/XXXX. I had set up a loss mitigation workout plan with XXXX XXXX XXXX and which was approved and reduced payment of approximately {$1100.00} was to begin in XX/XX/XXXX, to include the months of XX/XX/XXXX, and XX/XX/XXXX. I made the payments of {$1200.00} ( which is more than loss mitigation payment ) for XX/XX/XXXX and then received a notification that the reduced payment would begin in XX/XX/XXXX so there would be three months from XX/XX/XXXX with the reduced payments to include the months of XXXX and XXXX ( which have been paid ) and then the load would be modified to accommodate the amount in the arrears. I spoke with Shellpoint Mortgage in the months of XXXX, XXXX, and XXXX to verify the payments were received and when the modification would be effective and was advised that my point of contact person would call me back and let me know the status. Up until week of XX/XX/XXXX, I had not received a phone call back from my point of contact person after calling every other day for two weeks. I then received notification that foreclosure procedures were now in place based on phone calls from attorney 's and/or real estate investors who had received notification that documents were filed with the XXXX Recorders office. The point of contact person was very rude and said that I needed to speak to a manager who was out of the office. I then called again two days later since I had not heard from the Supervisor either by phone, mail or email and the point of contact once again finally answered the point and was very rude. I emailed XXXX XXXX on XX/XX/XXXX, to provide an update on status of loan and modification and have yet to receive a response back from XXXX XXXX. During this entire interaction with customer service, I was advised that they had received my payments for the loss mitigation workout plan and now it's in the process of loan modification. Then on XX/XX/XXXX, documents were filed XXXX XXXX XXXX office of a sale date in XX/XX/XXXX, as of today I have not received any copies of those documents or any written communication from Shellpoint. 

Today, a phone call was made to Shellpoint to obtain balance due and status of the loan modification paperwork to avoid foreclosure which should not have even happened. We were advised ( myself and third party who was on the phone to witness the conversation ) today by Mortgage Representative XXXX XXXX ext. XXXX that the load modification was finally approved but the payments made for the months of XXXX, XXXX, and XXXX were not applied correctly based on the loss mitigation workout payment plan and a ticket was issued to correct the payment history and the balance due is {$3000.00} ( confirmation number XXXX ) which was paid today, and XXXX payment has not posted to the account as of today. I was then advised there are outstanding fees for legal fees and other fees not specified due to the foreclosure filing. 
I am disputing the additional fees for legal fees, other fees not specified, and any additional fees incurred while on the loss mitigation workout plan. I complied with the loss mitigation workout and Shellpoint has verbally admitted their error. Reverse all fees associated with this account, show the account in good standings and stop the Foreclosure process immediately.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation