Consumer complaint received 2019-04-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
To Whom This May Concern : I am requesting that the XX/XX/2019 sale date be cancelled. I have called in at a minimum of 1-3 times daily in order to comply with all requests in order to receive a modification on this property. After many requests for clarification and additional documents, to which I provided, Shellpoints underwriters finally deemed my package complete on XX/XX/XXXX. 

On XX/XX/XXXX I called in at XXXX and spoke with Shellpoints Representative XXXX XXXX who stated that as of XX/XX/XXXX all documents were in review and the package was complete. I asked why the sale date was still scheduled for XX/XX/XXXX, three days away? He agreed and tried to reach out to XXXX, who is my main point of contact, only to leave him a message as well as a text asking the same question. I left XXXX 3 messages as well to please contact me. Not only is this Dual Tracking, but it is definitely not showing good faith that I am to receive not only a fair review, but enough time to receive written notice of what the outcome of this review is and to respond either way. 

On XX/XX/2019 ( Wednesday ) at XXXX I called Shellpoint back since I had not received a call back from Rep. XXXX and not only left XXXX messages to please call me with updates but then called back and spoke with Shellpoint Rep XXXX XXXX . He also tried to reach XXXX XXXX as well and then read the notes to see if there were any updates or sale date cancelled to which he replied that on the XXXX I was denied! I had called in on the XXXX and that was not in my file! My file had just been accepted as complete and had gone to underwriting! The last time Shellpoint denied me I asked for a breakdown of how they came to that conclusion only to find out that Shellpoint had added 3 properties I no longer owned plus had added incorrect payments and concluded that I didnt make enough income. I appealed and asked for a new review with the correct information. This time, after less than 5 hours of receiving all information and explanations I was denied for making too much money! After careful review of Shellpoints first explanation of rate to debt/income percentages, it was obvious that I should have no problem qualifying for a modification, just as I have received from 4 other lenders recently, yet in a matter of hours Shellpoint has decided to deny me again which leaves me with the same questions as previously-how did you come to this conclusion? 

If I am truly denied a modification, I am requesting a breakdown of all information used to come to this conclusion, as I have a right as a homeowner to review and dispute any erroneous choices Shellpoint may have used to come to their conclusions. Therefore, I am demanding that a detailed explanation of the review that Shellpoints analysis conducted be presented to me and my legal team to be sure that the facts they used were accurate and also the debt to income breakdown used to which Shellpoint is now using be disclosed in detail as to how they came to this conclusion. I am requesting for Shellpoint to review a new XXXX, XX/XX/2019 XXXX XXXX XXXX and bank statements as my circumstances have changed. 

I am also requesting the legally allotted time to receive this information in writing and time for review, which would mean a cancellation of tomorrows sale date, Friday, XX/XX/2019. The fact that Shellpoint drug out this review until the XX/XX/XXXX with requests, ( which had been answered over and over in the past in order to get themselves closer to the sale date ), and not tell me when I called in on XX/XX/XXXX that I had been denied, leads me to believe there is major deception games going on to steal my property! Shellpoint is leaving me no time to receive this important information, which they should be willing to disclose to me, nor the time for me to respond, which is why the Federal Law of Dual Tracking was enforced on these debt collectors in the first place! These illegal games of stalling, using false numbers/information to disqualify you for a modification, telling you one time you dont make enough money then the opposite, you make too much money only to move you closer to a sale date to steal your property is unconscionable! We, the American people have to rely on the laws of the land to keep companies like this within the law! Trickery, undisclosed tactics, absolutely no transparency or fairness in their word or actions leads me to believe that I am not being treated fairly but being discriminated against! 


I do not trust this kind of deception and unfair business practice and I am prepared to protect myself legally by filing a lawsuit should Shellpoint decide to continue this course of illegal action. My attorneys have filed a Lis Pendens purposely in response to their previous behavior and we are ready to move forward if need be. 
I am a single woman and a XXXX year old senior citizen trying to take care of myself financially and I feel Shellpoint and XXXX XXXX XXXX XXXX is treating me unfairly, and are being deceptive in their activities and should be held accountable for their actions. How is it that I have qualified for 4 other modifications on my properties yet Shellpoint, through their erroneous review can not seem to give me a modification? Also, Shellpoint mentioned that they sent me a modification in the mail in the past? If so, I have never received it! Obviously, my actions are in order to get a modification so why would I have ignored a modified, lower payment/principal/interest rate loan if provided to me? I am requesting that whatever modification Shellpoint is speaking of that they offered me be sent to me, as I have never received it. Obviously, since Shellpoint is stating they offered me a modification in the past I must have qualified, so I am requesting that this be mailed to me in order to review and accept this offer. Also, I have yet to receive the requested information in my previous Qualified Written Request for my review, which places my property in legal dispute as well. 

Also, the C.F.P.B. has forwarded to the FTC the fact that Shellpoint/XXXX XXXX continue to illegally provide, by mail, my personal financial information to XXXX XXXX XXXX to which this person has used to harass my tenants, and interfere with my business relationships with my tenants. To date, this has NOT been resolved as 5 packets of my personal information was mailed to this address recently, even after reporting this wrongful activity to XXXX XXXX! 

Thank you for your kind attention to this matter.

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