Consumer complaint received 2024-07-23 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: LA

Complaint narrative:
I am outraged over the incompetence and unethical servicing practices of SLS and now Shellpoint regarding my mortgage. The whole process since SLS took over the loan has been a disaster and violations of notification requirements, failure to pay property taxes on XXXX of the parcels encumbered by this mortgage loan and refusing to release me from PMI payments even though this fee was supposed to drop off when I hit an equity threshold. Now I find myself in foreclosure due to these errors which are traced SOLELY back to my lender. My hardship was resolved after Covid income issues in XX/XX/XXXX when the loan was allegedly transferred to SLS. Due to the fact that my home address was entered incorrectly when transferred XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX with no space between the last number of the numerical address and first letter of street I did not appear in the system. I DID NOT receive paperwork that the loan was transferred, did not receive statements, did not get phone calls etc.. After a few months I received a handwritten notice on the door that said to call SLS regarding my mortgage. When I called and gave them my name and address I was not in the system. I did not know my loan number because I had never received proper notification of the transfer and servicer. The agent asked me for my full SSN and I was reluctant to give this over the phone. I had received NOTHING from this company, and they had no record of me in their system. Because of these errors and failure to rectify the situation my mortgage went into foreclosure and now I am fighting to save my house, even though I have had the ability to make my mortgage payment since late XXXX. 

SLS and by extension Shellpoint have violated XXXX XXXX of the CFPB regulations governing mortgage statements, which were never sent to my home because of the error with the address. This is not a hypothetical situation, when I spoke with agents at Shellpoint after the transfer they also could not find me in the system, and eventually they figured out that the reason my loan fell through the cracks was because of the way my address was put into the internal system at SLS, which has resulted in extreme hardship and stress due to these errors. 

Due to XXXX related income loss I struggled and XXXX put me into the XXXX program which allowed me to defer the mortgage payments for XXXX year. At the end of the forbearance in XXXX I spoke with XXXX XXXX and they told me the XXXX options to resolve the past due amount and resume payments and I asked for the information in writing. I was back working and ready to resume payments but had not received the requested paperwork from XXXX so called in but was told they had no information regarding my mortgage loan, would I like an auto loan? Several months later I received the shady handwritten note on my door. In early XXXX an official letter from SLS was posted on my door regarding default status and I called in and they found me in the system. I explained the issue with the property taxes -- -when I purchased the home the title company improperly split the property into XXXX lots, Lot XXXX  includes the house and the escrow included in the loan paymentLot XXXX  slipped through the cracks because the taxes for that lot have not been paid by the lender, even though it is same mortgage. I have received XXXX separate assessments for property taxes and a foreclosure notice as well, which I had to pay. The other issue has to do with the PMI, which was supposed to cease once I hit the XXXX % equity threshold, but everyone at SLS played dumb when it came to this issue and passed the buck and this charge continues to appear on my new mortgage statement. 
I was encouraged to complete a loss mitigation application by SLS and after providing all the information and submitting it to SLS, was told that the loan was transferring to Shellpoint and I would need to start over and resubmit everything, even though a sale date had already been set.

Company response to consumer: Closed with explanation