Consumer complaint received 2017-09-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
Shellpoint MortgageXX/XX/XXXX-letter to Start trial period for mortgage modification, we were behind because i lost my job and my husband was sick with XXXX XXXX. First payment dueXX/XX/XXXX 
XXXX-paid first trial payment XXXX-paid second trial paymentXX/XX/XXXXXXXX-called and left message for XXXX XXXX, whom I was told was handling the loan XXXXCalled again spoke to XXXX XXXX, she told me the foreclosure was on hold. 
XXXX-Received certified and regular mail letter from XXXX XXXX XXXX at XXXX stating the Sheriff Sale was scheduled forXX/XX/XXXX. 
XXXXSheriff 's department posted notice of Sheriff 's Sale on the front door stating that it was scheduled forXX/XX/XXXX 
XX/XX/XXXX-Spoke to sheriff 's department regarding sale, told them we have been paying and this should n't be happening. Was told to contact Shellpoint so that they can contact the lawyers office, so the lawyers could contact the sheriff 's department to stop the saleXX/XX/XXXXXXXXSpoke to XXXX XXXX, was told the sheriff 's sale was on hold, and to call the lawyers for further confirmation. 
XXXX-Spoke to XXXX XXXX XXXX XXXX XXXX was told the sale was on holXX/XX/XXXX-Made 3rd and final trial paymenXX/XX/XXXX-Received letter from XXXX XXXX via certified and regular mail, stating that the Sheriff 's Sale has been postponed fromXX/XX/XXXX toXX/XX/XXXXXX/XX/XXXX-Received letter from sheriff 's department stated that the sale has been adjourned toXX/XX/XXXX XXXXLetter from Shellpoint stating that our hazard insurance has expired and need to obtain new coverage XX/XX/XXXX-Letter from Shellpoint stating that we were not eligible for loan modification due to the fact that our post-modification payment would be greater than our existing payment. The letter gave other potential options to avoid foreclosure XXXX-Called Shellpoint re : letter received. Spoke to XXXX whom tried to forward my call to XXXX XXXX, per my request, but XXXX was unavailable. XXXX informed me that the modification was denied because we had 3 previous modifications. I asked if that was true, why were our payments accepted? And why did I receive a letter asking for proof of insurance? She could n't answer those questions and forwarded me to XXXX 's voicemail, and I, once again, left a message. 
XXXX-Did n't receive a call back so I called Shellpoint, again. I spoke to XXXX XXXX and asked to be transferred to XXXX XXXX, who handling my account. He tried to forward me, I was on hold for a few minutes. XXXX XXXX returned saying that XXXX no longer worked for the company. I was shocked that I was not notified of this yesterday and asked to speak to someone else. He transferred me to XXXX XXXX. XXXX XXXX told me that our mortgage payment would be 110 % higher and that we cant do it. He said he did n't realize that we made trial payments and he needed to submit a request to the lender for an exception. He told me that we should n't have been given trial payment plan if it was just going to be denied. He told me he would call me back in a few day to let me know if we got the exception, that is was an error on their part. 
XX/XX/XXXX-Still had n't heard from XXXX XXXX, as promised. I called and was told he was unavailable and transferred to his voicemail where I left a message. 
XX/XX/XXXX-XXXX XXXX finally returned my call and told me he spoke to supervisor and that they accepted the trial payments so the loan automatically goes to permanent status. He does n't know what went wrong. I asked to speak to supervisor, was told he was n't available but XXXX XXXX assured me he would find out what 's happening and get back to me tomorrow. 
XX/XX/XXXXDid n't hear from XXXX XXXX, called and was told he was not available, and neither was a supervisor and forwarded to XXXX XXXX XXXX voicemail where I left a message for him to call me back XX/XX/XXXX-XXXX XXXX left me a message on my cell phone, by the time I got to the phone, it had already gone to voicemail. I immediately called back and was once again told that XXXX XXXX was unavailable and left a voicemail. 
XX/XX/XXXXXXXX XXXX returned my phone call. He told me that he spoke to his supervisor and they need to go to the investor to request an exception for permanent modification. Exact same thing I was told on XX/XX/XXXX. When I mentioned that to him he apologized and said he did n't ' know why he had n't heard back from them. he said it would take 2-3 days and he would call and let me know early the next week. 
XX/XX/XXXX-Letter from Shellpoint asking for proof of hazard insurance. Stating that if we did n't have insurance we could use their insurance for {$2600.00} annually. 
XX/XX/XXXX-Called XXXX XXXX, told unavailable, left a voicemail. 
XXXXCalled Shellpoint and asked for XXXX XXXX, was told he was unavailable but XXXX XXXX was the account representative now. I asked to speak to her. Was on hold for a few minutes then told she was unavailable. I said that I needed to speak with someone immediately. Was transferred to XXXX XXXX. Explained the situation and all previous phone calls, again, he put me on hold and spoke to supervisor. When he returned XXXX XXXX told me that the modification was approved, but resubmitted and denied. He did n't know and could n't figure out why it would have been resubmitted. He was looking into it and said he would call me back the next day. 
XXXXHad n't heard back from XXXX XXXX, called Shellpoint was told he was n't ' available and forwarded to his voicemail where I left a message. 
XXXXLetter from Shellpoint stating they did n't ' receive proof of insurance so it was //necessary to place lender-placed insurance coverage on our property. The letter stated that the premium will be charged to our escrow account. Attached was the lender placed evidence of hazard insurance. 
XXXXStill had n't heard back from Shellpoint, called and spoke to XXXX XXXX, was told that XXXX XXXX was not available, and no one on the team was either. Was told to call backXX/XX/XXXX-Still not a word from Shellpoint, the sheriff sale is creeping up. I called and spoke to XXXX XXXX, who told me that XXXX XXXX was handling the account but she was not available. I asked to be transferred to someone else. He transferred me to XXXX XXXX. After I gave a brief explanation on why I was calling, he went on to tell me the EXACT same thing he told me on 2 previous occasions. When I said that to him, he apologized and by saying, " I dropped the ball on that, I 'm sorry ''. He went on to say that we ca n't get modification because of 3 previous modifications and that is the limit by law, and all he could do was contact the lender and ask for an exception. He said that he would return my call by Friday. 
XX/XX/XXXX-Did n't hear back from XXXX XXXX. Called Shellpoint and asked to speak to him. Was told he was unavailable. I asked if there was anyone else I could speak to, after I gave a short explanation on my call. Was told that the request came back and it was denied because of 3 previous modifications. I, again, asked to speka to someone in charge because I have been told a million different things. He transferred me to XXXX XXXX 's voicemail. I have left 2 voicemails today for him.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation