Consumer complaint received 2020-04-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: PA

Complaint narrative:
In XXXX of 2019 we missed a mortgage payment and there was no way we could then make 2 payments to catch up as our payment is high. They, Shellpoint Mortgage filed against us in XXXX in XX/XX/XXXX. Where we live in Pennsylvania, the courts offer a XXXX County Residential Mortgage Foreclosure Diversion Program. We filled out and signed the papers to participate and gave them in at the courthouse, dated XX/XX/XXXX. We received our workout package in the mail and filled it out with our hardship letter, bank statements, income tax, paystubs and other papers requested. Our first meeting in Court was XX/XX/XXXX. The second.was XX/XX/XXXX, then XX/XX/XXXX. The next was scheduled for tomorrow, XX/XX/XXXX but has been postponed due to the virus. Each time something else was requested or something wasnt dated or the 90 days was up so everything had to b submitted again. Finally received a letter the second week of XXXX saying they had everything needed and would b making a decision. A lawyer was not sent from Shellpoint to represent them, a lawyer from the courthouse did. Last week on XX/XX/XXXX I received a letter stating that we had been denied for a loan modification bc we dont meet the requirements to qualify????? No specific reason. My husband makes {$80000.00} but no reason??? I called our single point of contact at the mortgage company bc I wanted to know the reason we were denied. She said it was bc we had a loan modification 2 years ago and therefore couldnt b approved. But this was known 6 months ago by her. It would have been in our file and she was in charge of it back then. We were approved by Shellpoint to participate in this program to save our house. We submitted everything asked for. We waited while we could have possibly found another beat to save our house. We now owe over {$33000.00} to reinstate our mortgage, this includes all there fees and the charges for the lawyer in court while we never, by their account should have been in court.We waited in the hopes of a better rate maybe while everything kept piling up financially. The woman in charge of our account did not return my call so I called her again. I said this has been going on for months while it was never going bug to b approved. Why???? What if I had been paying for a lawyer this whole time. She said well let me see how many months this has been. And u told her since XX/XX/2019. I called her today bc I stated I was contacting your group and that I was filing an appeal and was told I needed to contact the mortgage company. Im to email it to there loss mitigation dept. And bc its in review Im to contact the lawyers from now on which I did on XX/XX/XXXX, explaining what has happened and asking for a return phone call which I never received. I called again today, XX/XX/XXXX and left another message about what had happened and that we were going to appeal and asked for a call back again. They never should have done this to us. I received a reinstatement letter from the lawyers today, XX/XX/XXXX thats only good until XX/XX/XXXX for over {$33000.00}. We can pay our monthly mortgage and were hoping to have the loan modification. Instead we were lied to bc I guess no one ever really checked our file. They are in the wrong. This is not acceptable what they did. I cant even go to our next court appointment tomorrow bc of this virus. We need help.

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