Consumer complaint received 2020-07-01 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
Our mortgage was bought out ( XXXX ) by Shellpoint new Rez of which we were unaware of. Our bankruptcy attorney told us she was sent a letter stating they filled a motion of release stating that XXXX says we are behind on payments XXXX to be exact. So while calling & trying to find out what has been going on I was talked to as if I were an XXXX! We were advised to apply for a loan modification of which we started right away! Still confused as to what is going on we get a point of contact named XXXX XXXX. He started our loan modification with us & we followed his advice to the T. XXXX XXXX I find out XXXX XXXX is no longer with the company by a man named XXXX on XX/XX/XXXX. XXXX. XX/XX/XXXX I speak to a woman named XXXX & asked if she knew who our new point of contact is & she has no idea either but tells me theres a paper that needs to be corrected & could not provide any other information only my new point of contact could. I should hear from someone within 12 to 24 hours. XXXX XXXX I speak to a lady named XXXX who can still not provide me with any information sends me to a voicemail for Ms. XXXX. Left voicemail never a return call. XX/XX/XXXX I speak to a lady named XXXX who informed me my new point of contact was XXXX XXXX & she gave me his number of which I called & left voicemail saying I need to know which paper to correct so my loan modification doesnt say incomplete. Not one phone call back. So I was the directed to XXXX XXXX who said no other paperwork was needed & that my paperwork is with the underwriting still & that XXXX must of been confused while looking @ documents. Meanwhile this whole week Ive been in panic mode have lost XXXX & been loosing my XXXX  & now on 2 new meds due to all this XXXX. XXXX XXXX tried calling point of contact XXXX XXXX who was unavailable yet again so I got sent to the bankruptcy department who I explained everything to & she ( XXXX ) said shed have this looked into & sent me to a lady named XXXX who took a house payment from me & was hesitant when I asked for a reference # for proof! XXXX I spoke to XXXX who lets me know that we are still an open case & that with underwriting still. I then speak to our attorney XXXX @ XXXX XXXX who informs me that the attorney asking for a release says theres no record of a loss mitigation that she is seeing or being told. XXXX then informed her that she as well as myself have been sending in paperwork, XXXX then informed me to contact the bankruptcy department @ shellpoint & find out what they say. XXXX XXXX I then speak to XXXX who informed me she does see our paperwork & that shes not understanding why legal wasnt & was fixing it then & said to have the attorney to recheck her information. That before they are allowed to file anything they have to do a complete research & that their have been several complaints familiar to mine! There legal team as far as she understand cant contact us until research is complete. There has been no other contact with Shellpoint or returned calls ... so as of XXXX I have contacted consumer finance to file complaint talked to XXXX , I called the FTC as well onXX/XX/XXXX spoke to XXXX filed complaint reference # XXXX is number on my complaint with them. I tried calling another number given to me by the department of consumer law ( XXXX ) who gave me all these contacts I tried to call a XXXX XXXX consumer affairs number today where I was told Shellpoint is based out of for it to tell me it doesnt accept calls from my area on XXXX so, I called the consumer protection hotline in XXXX  spoke to XXXX who gave me a website that I have to print form fill out & mail. There are well over 255 complaints similar to mine about Shellpoint NewRez on the XXXX! Something needs to be done because they are swooping in & taking homes without anyone understanding whats going on. We need some help getting an investigation as well as a possible class action lawsuit started to protect homeowners. This company only looks out for themselves & the staff seems to turn over often & im curios about that as well. I think all their phone conversations need to be listened to as well as to how they talk to people & pass the buck. Its a very frustrating process trying to save your home & seems like no one is truly listening or on your side.

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