Consumer complaint received 2024-11-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
On or about XX/XX/XXXX the lender force insured my home locking me out of the account 3 months prior stating that the account was under fraud and there was no insurance on the home. The lender had just received about {$38000.00} from the mortgage assistance program I applied to but stated they had no record of my existence. I was able to again prove that I was the POA on the account and the successor of the estate since my mother had passed away during XXXX. My documents were processed and I received confirmation from the lender/servicer. On XX/XX/XXXX my SPOC ( Single Point of Contact ) began taking through a modification to bring loan current because during the locking of the account I was unable to pay on it per the insurance side of the mortgage company. On XX/XX/XXXX I received notification from XXXX XXXX that ( Shellpoint Mortgage Servicing has reviewed your successor in interest claim and documentation submission on the above referenced account. We have confirmed you as a successor in interest to the property, and we are now able to discuss matters concerning the account and options available to you. ) He then made an in person appointment for me in XX/XX/XXXX where I turned in all the documents to representatives of the company to make processor go faster. been trying to get the loan modified and assumption of mortgage application processed. On or about XX/XX/XXXX I received a message that my SPOC has changed to someone else and I now have to start process over again. The representative sent me an email on XX/XX/XXXX stating she needed my documents to be uploaded and I responded back the same day that the documents were sent and it took her 29 days to respond via email, and during that time she didn't respond to messages left either. I requested a supervisor by the name of XXXX XXXX who reviewed my documents that were uploaded to continue the process. XX/XX/XXXX she responded to me about documents that I had already faxed, emailed and mailed to continue the process of my application. On XX/XX/XXXX I sent another email correspondence about the XXXX XXXX sale date when she advised my home was on hold until modification went through and she was still asking for documents. Each person I spoke with intentionally let documents expire so I could keep doing process over and it never stopped the foreclosure fees, listing of my home and constant harassing phone calls. XXXX XXXX there still asking for more documents which were submitted. I requested a new representative and I was assigned XXXX XXXX who responded to me via email he was in receipt of the documents. I was given multiple emails to send documents to and I was able to upload them on the portal. XXXX foreclosure was postponed, house now being placed for sale. Spoke with mortgage company and they stated I needed proof of funds and a buyers agreement to stop foreclosure. I was able to retrieve it and they stated they wanted the past due amount on the home as well. I contacted an HUD investigator who assisted me in getting foreclosure removed again because I had a buyer and followed the guidelines. Now I'm almost XXXX payments behind and they assign me another representative to tell me all the previous reps were doing my application incorrectly and I finally had a lawyer send a demand letter on my behalf and no one responded to them either. On XX/XX/XXXX I was served a Civil suit stating they want to take my home because I have been unreachable and non responsive!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation