Consumer complaint received 2024-07-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: NC

Complaint narrative:
Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX, MI XXXX Subject : Urgent : Addressing Misinformation, Communication Issues, and COVID Relief Request Loan Number XXXX To Whom It May Concern, I am writing to express my deep concern and frustration regarding the handling of my mortgage account, particularly in light of the recent correspondence received from your office on XX/XX/year>, I received a letter stating that Shellpoint has been trying to reach me. This statement is untrue and misleading. 

As per your records, I have a single point of contact, who I last communicated with following a wire transfer of {$10000.00} as per your instructions. During this interaction, I was informed that the information previously provided to me was incorrect. Since then, there has been no further communication from your office or my designated contact, despite my efforts to reach out. 

Additionally, today I inquired about a XXXX XXXX program due to reduced income and illness, which forced us to file XXXX XXXX during the Pandemic. I was informed that this program is not a guaranteed option. This further adds to my concern about the accuracy and reliability of the information being provided by Shellpoint, especially when my home is facing a foreclosure date of XX/XX/year>. 

I also had to clarify that the income information on my last modification was incorrect, which resulted in its denial. Furthermore, I recently inquired about a firm foreclosure sale date and was told by XXXX XXXX that there was no date as of XX/XX/year>. This directly contradicts the numerous phone calls we have received about selling the property. 

To add to the confusion and frustration, I was informed by XXXX XXXX that my {$10000.00} payment had been mailed back " just '' regular mail on XX/XX/year>, after being specifically instructed by a supervisor to wire the funds and provided with wire instructions. 

The lack of transparency and the misinformation provided is causing undue stress and jeopardizing my ability to save my home. 

I urge you to : Provide a detailed account of all communication attempts made by Shellpoint, including dates, times, and methods of contact. 

Confirm the accurate and updated contact information you have on file for me. 
Clarify the current status of my account and any necessary steps I must take to resolve this situation. 

Assign a reliable and responsive point of contact who will ensure clear and honest communication moving forward. 

Provide clear information about any available relief programs, including XXXX XXXX, and the specific criteria for eligibility. 

Verify and correct any incorrect information, including income details, that may have affected previous modification attempts. 

Explain why my {$10000.00} payment was mailed back via regular mail despite being instructed to wire the funds and what steps will be taken to prevent such issues in the future. 

I am committed to resolving this matter and preventing the foreclosure of my home. However, I require Shellpoint 's cooperation and truthful communication to do so effectively. Please address these concerns promptly and ensure that I am informed of any actions or updates regarding my account. 

Thank you for your immediate attention to this matter. I look forward to your prompt response. 

Sincerely, XXXX XXXX XXXX

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