Consumer complaint received 2017-08-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
XXXX XXXX XXXX loan number HELP STOP FORECLOSURE SALE ON XXXX XXXX, 2017 This is a complaint regarding Nonresponsive XXXX XXXX, XXXX XXXX and XXXX XXXX all of whom are engaged in unethical conduct and, non-responsive. 

We were working with the keep my home California program for several months and received the attached approval. We were told by keep my home calif that Your shellpoint opted out and failed to use any keep my home Calif funds. You sent a trial mod with no terms included you failed to disclose the terms such as length of loan and interest rate and gave us no information each time we called and sent you multiple emails. We elevated this matter to consumer finance who obtained a letter from your XXXX XXXX stating that you failed to include the keep my home calif hardest hit funds and reapply. Keep my home Calif stated that no need to reapply as their letter is good until XXXX and you can provide a revised trial mod. We have been waiting, calling and emailing and no response. 


Accordingly you never sent or provided any terms of a trial mod and each time we called were told " no supervisor was available ''. Each representative knew nothing and still no response to emails yet your letter from XXXX XXXX states these are all contact points. XXXX XXXX was left several messages yet she never bothered to contact us. 

Last week we were on the phone with both Keep my home Calif and finally XXXX XXXX who claims now that the trial mod would use keep my home Calif funds hardest hit yet this is in direct contradiction to the letter from XXXX XXXX the trial modification DID NOT INCLUDE aNY FUNDS FROM KEEP MY HOME CALIF. your employees kept playing games and failed to explain the terms of the mod in writing sent a letter with NO INTEREST RATE, no term of the loan, no information as to whether the keep my home Calif hardest hit funds were used or included, claimed tgatvyou would send this information but never provided it in time for us to make any trial mod payments. 

Your employees were unethical and unprofessional and never did anything to help us save our home. Constantly nonresponsive, failing to provide the terms of the trial mod and then locked us out of our online Shellpoint account so we could n't access any account information or make any payments. Then we asked to elevate the matter for weeks and were lied to repeatedly that there is no one above XXXX XXXX XXXX XXXX during the one time he decided to come to the phone was rude, unprofessional, put us on hold for a long period of time, failed to explain how XXXX who was on the other line with keep my home California and I both had different payment amounts from him and was no help at all claimed nothing can be done and intentionally kept us in the dark and did not give us a chance to make any payments just trying to unethically steal our home. 
We never received and communication from the single point of contact. Every time we called she was unavailable. Sent several emails to the escalations dept per letter from XXXX XXXX yet only received an automatic email and No information regarding our loan. XXXX XXXX was useless always played dumb stating shedding know anything about the keep my home calif program, she claimed to know nothing about our account, never explained the trial modification, never returned any phone calls and never responded to any emails. XXXX XXXX and XXXX XXXX both non-responsive and failed to give any information or let us know what was going on until too late. 

XXXX

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