Consumer complaint received 2020-07-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
To : Whom It May Concern From : XXXX XXXX XXXX XXXX : My Home Loan # XXXX with Shellpoint Mortgage Servicing, for XXXX XXXX XXXX XXXX, XXXX, WA XXXX My loan modification application was wrongfully and unfairly denied, due to discriminatory lending practices, used by Shellpoint Mortgage. I demand that an investigation be opened up, as to why they discriminated against me and mishandled my loan modification application and eventually wrongfully denied it. I demand that any legal proceedings against me from Shellpoint be  stopped immediately. 
On XX/XX/20 I submitted my complete loan modification application to Shellpoint Mortgage On XX/XX/20 we received an email from Shellpoint, which said that the only missing documents we needed to provide were my 4506T form and a letter of explanation for a few deposits into my account. We had already provided my 4506T form before. 
On XX/XX/20, we provided them my 4506T form again, as well as the letters of explanation for the deposits, which were the only remaining items they said they needed. 
On XX/XX/20 a letter was sent to us from Shellpoint, saying they had received our documentation and were reviewing it. 
On XX/XX/20 another letter was sent to us from Shellpoint, saying that we needed to provide all of the same documentation, that we had already provided on XX/XX/20, including our whole application and paperwork that we had already filled out and signed and dated and provided to Shellpoint. 
On XX/XX/20 we sent Shellpoint an email asking them why they are asking us to provide all of the documentation all over again, when on XX/XX/20, they said all they needed was my 4506T and the letters on the deposits. 
On XX/XX/20 we finally heard back from Shellpoint and they said that we needed to provide them an updated P & L for my husband, a signed tax consent form from all 4 of the contributors and proof that my Father and Husband live in the house with me, by showing a utility bill with the home address in their names. 
On XX/XX/20 we emailed Shellpoint all of the documentation they requested on XX/XX/20. 
On XX/XX/20 we received an email from Shellpoint, which said that some of the documents have expired and they needed 3 updated bank statements on 3 of our  accounts and my sons more recent paystubs. 
On XX/XX/20 we emailed Shellpoint all of the documents that they requested. 
On XX/XX/20 we received a letter from Shellpoint, saying that they had received our documents and were processing our application. 
On XX/XX/20 we received an email from Shellpoint, saying that our loan modification application had been denied due to the front end debt to income ration being out of range. Also, a loan modification would cause a payment increase, which would not help XXXX in her current situation. The only option at this point is to fully reinstate the account before any legal proceeding begin. A letter has been sent to the mailing address with all this information. We still have not received the denial letter. 
On XX/XX/20 we sent an email to Shellpoint asking them to provide the total income that was use in their determination, who the investor is on our loan and what protections I have, due to the fact that Im recovering from a serious illness in the middle of the Covid19 pandemic. 
On XX/XX/20 Shellpoint responded with the income amounts, but they were not correct. My family makes more than the amount they used. They also explained that the investor is XXXX XXXX. In response to the question on Covid 19 relief, Shellpoint said this, If XXXX XXXX XXXX is COVID affected, she can qualify for a three month forbearance plan. A forbearance is the simple postponement of payments for a specific period of time. All payments that are skipped are due at the end of the forbearance period. The Disaster Forbearance TEMPORARILY suspends the monthly mortgage payments during the length of Forbearance period, giving you time to recover from the impact of the natural disaster. If you are unable to reinstate the account by paying the total amount due at the end of the forbearance period, then you would need to apply for other loss mitigation retention options, like a repayment plan, deferment or a loan modification. 
Shellpoint has mishandled my application for a loan modification and they kept dragging me along, only to deny me at the last minute. I have been mistreated and discriminated against because Im a XXXX woman. The reason I applied for this modification, was because I was hospitalized in critical condition with a XXXX XXXX. Now Im getting better, thank God, but we are also in the middle of a pandemic with Covid19 and I am still undergoing treatment and therapy and have underlying medical conditions. They can not treat me this way. These are predatory and discriminatory lending practices. My loan modification application was wrongly denied and I want to open up an investigation on the mishandling of my loan modification application. I demand that any legal proceedings against me by Shellpoint Mortgage be stopped immediately. This is inhumane treatment of my family and I.

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