Consumer complaint received 2020-01-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
I had an approved modification with a payment due on XXXX As my pay source delayed my money to be received also in XXXX, my payment was delayed causing a cancelation of my modification on or about XX/XX/XXXX I received a letter limiting me to only choices to give up my family home and all of my equity earned by cash paid renovations and additions. I appealed this decision immediately, supplying documentation from My pay source that the delay was not my fault- To date, I have not received a response to my appeal. On XX/XX/XXXX. I submitted a new application for modification along with my appeal. I receive a letter acknowledging the application, giving me until XX/XX/XXXX to complete any documents that might be missing - I called to address same and was told different answers : that my application was on hold, closed, and yet other representatives told me that they had received additional documents for my file. I wrote a letter confirming that I had received the acknowledgment letter and expected Shellpoint to honor their letter giving me until XX/XX/XXXX, meanwhile, while not reviewing my file, they sent a Notice under power dated XXXX  XXXX  XXXX establishing the present sale date of XX/XX/XXXX, on or about XXXX/XXXX I sent a 10 day demand request for the XXXX accounting to the alledged owner of the note, as I also sent a letter of dispute for the amount of debt owed. I have receipts of all letters. To date I have not received any response. no representative has called me from Shellpoint regarding my application, the sale date, my requests for actcounting, nor dispute of debt - I also sent correspondence regarding no. Compliance with the Fair Debt credit reporting Act and reg x laws, particularly the section on dual tracking I recently received an offer, to reinstate the mortgage by paying an amount that includes fees and Atty fees and other fees that I would like to see on my ledger- To accept this offer, I called and spoke to XXXX at Shellpoint on XX/XX/XXXX - we raked for approx 32 minutes- she was understanding about my concerns - as this large amount may be harder on Me and my business, we discussed a repayment plan as well as a modification. XXXX reviewed my documents and said I can offer you a modification. She told me that my payment would be {$3100.00}. And the first payment would be due on XX/XX/XXXX. -she also set an ACH payment to be drafted on XX/XX/XXXX - I next received a call from XXXX XXXX the supervisor, explaining that before a pre authorized payment could be done, I would need an approved modification and to cal in approximately 2 days for the workout/ approval- I followed up on XX/XX/XXXX following XXXX  holiday as he explained, spoke w the available representative, who was very rude, telling me that the average homeowner does not have knowledge of XXXX XXXX and said their were no notes on the file of the offer of modification given to me verbally and confirmed in my follow up letter confirming the conversation with XXXX on Friday XXXX XX/XX/XXXX. She saw the notes made by XXXX in regard to the Pre authorized ACH payment, but left out that he told me to call in approx 2 days for the workout approval. Time is running close now to the foreclosure sale date - Shellpoint is not returning my calls, reassigning representatives, even today I was directed to a new spice representative - I am being treated unfairly as a consumer in good faith asking for some assistance - I have had past experiences with Shellpoint in which were shocking and harmful that I have consulted with an Atty about who tells me I have a cause of action - I would like to retain my home and believe I Shellpoint isghod honor their own words both in the XX/XX/XXXX letter, and verbally by one of their representatives offering me a modification. It is just a matter of ethical good business. The foreclosure sale legally can not be held as the debt is disputed- this has been sent to the investors and cc to Shellpoint -? i would like to work with my mortgage co to the good of both me and Shellpoint - it takes 2 parties to make this happen

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