Consumer complaint received 2024-10-03 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: CA

Complaint narrative:
Complaint against XXXX XXXX mortgage loan servicing issues XXXX of Events : XXXX XXXX : - My husband and I were unexpectedly XXXX XXXX  within a couple months of each other. 
- We became unable to make our mortgage payments. 

XX/XX/XXXX : - I reached out to Shellpoint and requested a forbearance. 
- Provided required documents and forbearance was approved for XX/XX/XXXX- XX/XX/XXXX. 

XX/XX/XXXX : - Still unemployed, I emailed initial XXXX XXXX XXXX requesting another forbearance. 
- Email returned as undeliverable. 
- Called Shellpoint and was assigned new XXXX XXXX XXXX. 

XX/XX/XXXX : - Submitted all requested documents to loss mitigation via email. 

XX/XX/XXXX : - Received letter from Shellpoint stating documents were received, account on approved workout plan, no additional documents required. 

XX/XX/XXXX : - Sent follow-up email to XXXX XXXX XXXX for confirmation of document receipt and application update. 
- Received no response. 

XX/XX/XXXX : - Received call from Shellpoint, assigned new XXXX XXXX XXXX. 
- Informed we were not on a forbearance plan and documents sent on XX/XX/XXXX not received. 
- Resent documents immediately. 

XX/XX/XXXX : - Called XXXX, informed additional documents needed. 
- Discussed loan modification as husband received job offer. 
- Requested letter of explanation ( XXXX  ) for name difference on bank account and husband 's offer letter. 
- Sent requested XXXX & offer letter same day. 

XX/XX/XXXX : - Contacted XXXX, told documents from XX/XX/XXXX not received. 
- Requested husband 's first paystub and updated XXXX XXXX XXXXXXXX pages XXXX, & XXXX. 
- Resent documents, explained paystub would be available XX/XX/XXXX. 

XX/XX/XXXX : - Resubmitted XXXX XXXX XXXX XXXX XXXX 
- Asked about alternative document submission methods, informed of online portal option. 

XX/XX/XXXX : - Uploaded husband 's XXXX  paystub to online portal. 

XX/XX/XXXX : - XXXX confirmed paystub receipt, stated all required documents received. Would submit for approval. 
- Later requested more bank statements due to previous ones being outdated. 
- Sent requested statements same day. 

XX/XX/XXXX : - XXXX requested XXXX XXXXor deposits over {$1000.00} and additional bank statements. 
- Sent all requested documents same day. 

XX/XX/XXXX : - Received " Notice of Default and Intent to Accelerate '' letter dated XX/XX/XXXX. 
- Called and spoke to supervisor who escalated matter to XXXX and her supervisor XXXX XXXX. 
- Scheduled appointment with XXXX for XX/XX/XXXX. 

XX/XX/XXXX : - Shellpoint reported account as XXXX  days late to credit bureau. 
- Spoke to supervisor XXXX XXXX, who escalated matter and submitted formal complaint. 
- Submitted own complaint via online portal and mailed written complaint refuting negative credit reporting. Received by Shellpoint XX/XX/XXXX XX/XX/XXXX : - Spoke with XXXX, who had not yet submitted application to underwriting. 
- XXXX stated Shellpoint XXXX to process loss mitigation application is XXXX  days. ( We were past that ). 
XXXX XXXX promised to submit application and send confirmation email ( never received ). 

XX/XX/XXXX : - XXXX called requesting numerous additional documents, claiming previous submissions on XX/XX/XXXX were corrupted. 
- Submitted all requested documents to online portal same day. 

XX/XX/XXXX : - XXXX called again requesting more documents. 

XX/XX/XXXX : - Attempted to make full mortgage payment of {$7000.00}, unable to do so. 
- Informed needed to make at least XXXX payments due to being more than XXXX payments behind. We were never told that. 

XX/XX/XXXX : - XXXX requested updated hardship letter. 
- Discussed and applied for repayment plan. 
- Spoke with supervisor XXXX XXXX about credit reporting issue. 

XX/XX/XXXX : - Called for updates, told updated XXXX letter not received. 
- Resubmitted via online portal and scheduled appointment with XXXX for XX/XX/XXXX. 
- Emailed XXXX for update ( no reply received ). 

XX/XX/XXXX : - XXXX called, no update on repayment plan decision. 

XX/XX/XXXX : - Called for updates on repayment plan and follow-up with XXXX, XXXX updates available. 

XX/XX/XXXX : - Called again, informed of discrepancy between reported income and paystubs. 
- Requested to speak with another supervisor to escalate matter further. 

Issues and Requests : XXXX. Shellpoint/NewRez has XXXX to process our loss mitigation application in a timely manner ( almost XXXX months ). 
XXXX. Multiple instances of conflicting information, lost documents, and lack of follow-up. 
XXXX. Negative credit reporting despite active loss mitigation application. 
XXXX. Unable to resume payments or receive decision on loss mitigation application. 

We are requesting : XXXX. Information on why we initially did not qualify for a deferment. 
XXXX. XXXX removal of the negative credit reporting. 
XXXX. A repayment plan and resumption of regular monthly payments. 

We have remained proactive, communicative, and acted with urgency to resolve this matter and bring our account current. Shellpoint/NewRez 's XXXX of our case has been negligent and unacceptable.

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