Consumer complaint received 2019-03-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: NC

Complaint narrative:
I started the loss mitigation process in XXXX of XXXX with Shellpoint Mortgage Service. After the death of my mother in law. My spouse is not on my deed because we have a civil union, XXXX marriage had not been approved yet. My spouse was paying my mortgage until her mother passed and we spent our savings on the funeral. I expressed all this information to a rep via the call center and was told to send in the loss mitigation packet. At this point I was only three months behind. I sent in the packet of documentation a total of three times. My first few point of contacts had nothing to do with FHA or government loans so my documentation sat until the dates were no longer any good. To name a few Point of contacts I have had started on XX/XX/XXXX with XXXX XXXX, I contacted her via email to let her know to only contact me through email because I had no phone at the time. That is when I got an email on XX/XX/XXXX telling me that my point of contact was XXXX XXXX XXXX. During this time I got a letter in the mail telling me my point of contact was another person ( XXXX ) so I began to email this person to find out the status of what to do next in the loss mitigation process and to make this point of contact aware of the fact that I had NO PHONE. I attempted for a month or so to contact the new person from the letter, I kept getting back an automated response telling me that email did not belong to anyone in the company on XX/XX/XXXX. So I reached back out to XXXX to verify if I had the correct email. I got an email from XXXX stating it was correct and the person has made several attempts to call me, ( after clearly stating I had NO PHONE ) but to communicate with her ( XXXX ), she would assist me from that point on. At this time I was trying to find out what options were available to avoid the foreclosure or sale of my home. I told her I was looking into bankruptcy because my business was not doing well at the time so other expenses were behind also. Well unfortunately for me the bankruptcy attorney wanted more to get started than what I owed to Shellpoint. As I stated to the lawyer if I had {$4500.00} I would pay up my mortgage not send it to them. It made no sense, so I reached back out to Shellpoint with the status of the bankruptcy lawyer. So by this time I was given another point of contact XXXX XXXX, he then requested another packet in XXXX of XXXX. During the month of XXXX I got in all the documentation for the packet he requested. From XX/XX/XXXX to XX/XX/XXXX he is requesting various documents and information and I am sending them in via the online portal and the loss mitigation email to be sure everything is there as requested. During this time I am given another point of contact XXXX XXXX. She begins to go through my documents and verifies that none of my point of contacts had anything to do with FHA or government loans. She apologize and gave me another point of contact. At this time I requested the statement of the total due so I could just sale my house. I never received this request of the loan pay off. After not being able to reach Ms. XXXX for a month I finally got a rep on the line who gave me the current point of contact XXXX XXXX, who works with FHA loans. After finally getting contact with the correct person in XX/XX/XXXX I was told to send in another packet of documentation for loan modification. By this time I received a sale date of XX/XX/XXXX. The week prior to my sale date XX/XX/XXXX the FHA point of contact had me send in one more packet of documentation. I was told to have everything back in No later than Monday XX/XX/XXXX. Which I did. I sent in one last document via email to a supervisor XXXX XXXX who confirmed my packet was complete on XX/XX/XXXX, the dates on my PL statement had to be corrected and sent back in and once received my packet would be sent to the escalation underwriting team for review. I did not get off the line until the PL statement was sent in. I called a few hours later that evening to verify everything was there and correct. On XX/XX/XXXX I called 11 times ( with phone records to verify the number of times I called ) from XXXX to XXXX when someone actually answered the phones because for the first hour the phone just rang then hung up each time it was answered. 
I am on Eastern Standard Time. At that time around XXXX I was told everything was there and correct, that is when I was told my house would be off the auction list ( placed ON HOLD ) for the sale time of XXXX that same day and someone would be contacting me in 3 days with the status of the loss mitigation decision. Today XX/XX/XXXX I received a notice to vacate in TEN DAYS from an attorney. After speaking with the rep at Shellpoint today I was told the auction was not put on hold ( because Loss Mitigation did not receive my packet until XX/XX/XXXX ) and the sale was done in spite ( AT NO FAULT OF MY OWN ) of what I was told by the rep at Shellpoint MS . When I spoke to the rep on XX/XX/XXXX that morning nothing was mentioned to me about the sale being stopped only if underwriting stopped the sale. I was ASSURED the auction of my home was ON HOLD, my packet was received and completed, and the next step was the decision from loss mitigation, which I would receive in 3 DAYS. Im still waiting to hear from loss mitigation. Several errors have occurred and Im now being told this is a legal matter between Shellpoint and myself. I was told to contact an attorney by the FHA HUD Center. All of this could have been avoided. I had a realtor ready to purchase the home but I was waiting to hear from Shellpoint and never got a callback, so nothing would go against my credit or impact me in a negative way. Shellpoint did not give any accurate information. Now I have to vacate in TEN DAYS. The events that led up to the foreclosure were completely underhanded and deceitful.

Notice of Errors : The errors regarding Shellpoints failure to provide accurate information about loss mitigation options, foreclosure, or transfer of the servicing of my loanDual tracking- Shellpoint pursued a foreclosure while simultaneously evaluating me for a modification. 
Improperly conducted the foreclosure sale of my home after being told by Shellpoint that my home was removed ( place ON HOLD ) from the auction list for XX/XX/XXXX at XXXX to avoid the sale time of XXXX. 
I have not been contacted by Shellpoint with any decisions regarding the loss mitigation. 
Escrow Fees : I have been notified by XXXX XXXX XXXX XXXX that your company failed to pay the following expenses from my escrow account : o Other charges : {$190.00} Payoff Errors : Your company failed to provide an accurate mortgage payoff balance that I requested in XXXX of XXXX.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation