Consumer complaint received 2025-08-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I XXXX XXXX had a hardship that began in XXXX XXXX, and ended XX/XX/XXXX as I explained to Shellpoint servicer, and which started with XXXX XXXX XXXX XXXX in my XXXX XXXX XXXX XXXX XXXX XXXX, while working as mailman, in XX/XX/XXXX the pain was more intense and worse forcing me to XXXX  and take sick days, not to finish my work day on many occasions, and exhausting my sick days this worried me a lot, not earn money, and the use of pills for the pain that my doctor prescribed, I decided that I could not work like this and I retired on XX/XX/XXXX and this made some reduction of pay in the overtime hours usually was doing, also the problem as my retirement was unexpected and I did not fill out the documents three months in advance, forcing me to be short of money for almost two and a half months while they approved my pension and retirement, this caused me to begin to fail with utility payments and house payments, but I continued to make the payment on my house for the rest of the year XXXX the only thing that it was carrying 3 months late. After lot of XXXX  and the loss of my XXXX XXXX XXXX were gone in my XXXX XXXX, and the use the different antibiotics to stop the XXXX to spread to the following XXXX, XXXX  gave me a choice if I wanted to amputate my XXXX  after the XXXX stopped, or not amputate my XXXX  but not wear shoes only sandals or similar on the XXXX XXXX I decided not to XXXX  the XXXX XXXX and not to wear shoes. With this the problem was solved with my XXXX, now I had to solve the problem of the 3 months of delay with my house, as we did not have money to pay the three months, I spoke with my wife to request help with Shellpoint which is the servicer and try to bring everything up to date and continue the payments. So, at the beginning of March, I applied for assistance to cure the 3 months behind. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Below is the events that happened and worse the situation getting assistance with Shellpoint servicer which I expose with dates, and evidences as follow : 1 ) XX/XX/XXXX We applied for assistance to Shellpoint on line 2 ) XX/XX/XXXX We received a big flat envelope, the package for assistance dated XX/XX/XXXX see attach. 
3 ) XX/XX/XXXX We started to upload all documents they requested see attach. page of document uploaded. 
4 ) XX/XX/XXXX We received a big flat envelope saying we need more doc. And will be incomplete, if they dont receive them with a deadline of XX/XX/XXXX see attach. 
5 ) XX/XX/XXXX First email received from my XXXX XXXX XXXX XXXX XXXX XXXX telling me need more documents to be upload see attach. 
6 ) XX/XX/XXXX We finished uploading all documents and comply with the deadline of XX/XX/XXXX see attach. List and date of documents loaded, also this same day I upload in the list OTHER DOCUMENTS 3 pages with relation to a recent bankruptcy to be signed for my layer, I wrote in the papers we did not file any recent bankruptcy and it is a mistake from Shellpoint see also the list of doc. Uploaded. 
7 ) XX/XX/XXXX We receive a letter from Shellpoint saying Thank You for upload additional doc. See attach. 
8 ) XX/XX/XXXX We received an email from my XXXX XXXX XXXX XXXX  asking me a good time to reach me. this same day I sent an email to XXXX XXXX all documents have been uploaded and we dont have any more in our end. see attach. 
9 ) XX/XX/XXXX I replied to XXXX XXXX to have the phone call between XXXX am to XXXX XXXX  Monday XX/XX/XXXX And at the same time told her all documents were uploaded and we dont have any more documents left in our end see attach. 
10 ) XX/XX/XXXX This is the day of the phone call with XXXX XXXX, but she sends me an email for tomorrow XX/XX/XXXX see attach. 
11 ) XX/XX/XXXX I waited for the phone call from XXXX XXXX but she did not call me, also this day I sent an email let her know again the document were uploaded XX/XX/XXXX and not body was taking care. I called to Shellpoint and the guy who answer told me he was going to send her a direct message for call me. see attach. 
12 ) XX/XX/XXXX Finally I received the call from XXXX XXXX letting me know she checked the papers and told me Page 4 of the Mortgage Assistance Application were missing, and the hardship letter need to be dated, also upload one more of bank statement and the pay stubs of my wife, NOTE the bank statement and pay stubs expired because XXXX XXXX failure to check and start the process of the documents since XX/XX/XXXX. 
13 ) XX/XX/XXXX I uploaded the 4 documents The missing page # 4 and the date for the hardship later, the bank Statement and paystubs. From this moment they were ready to start the process for help. See the attach. In documents list.

14 ) STARTING NOW MORE NIGTHMARE, WHEN WE ASKED FOR ASSISTANCE IT WAS FOR 3 MONTHS, NOW IT IS MAY PAST 2 MORE MONTHS TO A TOTAL OF 5 MONTHS BEHIND BECAUSE THE MESS THEY DID, THE FAULT TO CHECK THE DOCUMENTS ON TIME ON XX/XX/XXXX, I TOLD THEM 3 TIMES THEY WERE UPLOADED AND IT WAS UNTIL XX/XX/XXXX XXXX XXXX TOLD ME : PAGE # 4 OF THE MOTGAGE ASSISTANCE WAS MISSING, ALSO THE DATE IN THE HARDSHIP LETTER WAS MISSING, AND 1 BANK STATEMENTS WAS NOT MISSING ONLY RENEWAL WITH THE NEW MONTH SAME WITH 2 PAYSTUBS. ON XX/XX/XXXX WE UPLOAD THIS DOCUMENTS, AND THEY WERE READY TO START THE PROCESS FOR HELP, BUT THEY DID NOT DO IT AND LET THE DOCUMENTS AND THE APPLICATION DIED AND CLOSED IN XX/XX/XXXX. WITH THE EXCUSE OF NOT COMPLETE, WORSE YET THEY CLOSED TO US THE ACCESS FOR CONTINUE MAKING THE MONTHLY PAYMENTS, SO WE COULDNT MAKE THE PAYMENTS, BUT WAY NEXT IS THE ICING IN THE.

15 ) XX/XX/XXXX we received a letter thanking us for upload the rest of documents requested. From this date the only they needed to check was the 4 documents that XXXX XXXX told me on XX/XX/XXXX and that was it and start the process but they did not do it, not more incomplete documents, as always, they said just excuse and let them expires. Shellpoint fault. See attach. 
16 ) XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX 3 times and different dates sent emails to XXXX XXXX to let her know the documents she said were missing, I already uploaded since XX/XX/XXXX, and still she did nothing. see emails attach. 
17 ) XX/XX/XXXX XXXX XXXX sent us an email asking for the loan number, I replay back and gave it, she replied was taking a look. then XX/XX/XXXX she sends another email asking again for the loan number???? one more time I gave her, XX/XX/XXXX she said thanks, it was last time I have communication with her. 
18 ) XX/XX/XXXX we received a letter from Shellpoint saying they were unable to complete the evaluation due to documentation required not received and needed to reapply. What a lie when I told XXXX XXXX by email many times all documents where complete since XX/XX/XXXX. and she did not care. see the attached emails. 
19 ) AT THIS TIME WE WERE FELING DEPRESS, WE COMPLY WITH ALL DOCUMENTS AS YOU CAN SEE IN THE LIST ALL THE DOCUMENTS THEY ASKED AND THE DATE WE UPLOADED, BECAUSE WE DID NOT HAVE ANYMORE DOCUMENTS TO SEND, AND DONT HAVE IDEA IF THEY WERE REFERING WITH A RECENT BANKRUPTCY THEY TOUGH WE DID, AND ALSO I EXPLAINED ON XX/XX/XXXX WE DID NOT FILED ANY RECENT BANKRUPTCY AND WERE NOT APLICABLE TO US .

20 ) I called Shellpoint why they never checked the document we uploaded on XX/XX/XXXX and told them that my single point of contact was informed 3 times, and she let the time past and expires, the girl who answer the phone said Im sorry and now you need to reapply, and one more time we were reapplying and receiving the documents by mail. I told her why if this was your mistake, this is not right and thats why Im making this complaint. It is sad, we trust in the beginning we work with Shellpoint in good faith, but now I dont trust them no more We think the excuse that the documents not received, was fake and they wanted to us to sell our house or go foreclosure to get their money period. 
21 ) XX/XX/XXXX we received a letter dated XX/XX/XXXX informing they change our XXXX XXXX XXXX XXXX see attach. 
22 ) XX/XX/XXXX we received the package dated XX/XX/XXXX and started the uploaded. 
23 ) XX/XX/XXXX we received an email from the new single point of contact XXXX XXXX she need only 2 banks statements, XXXX, XXXX for XXXX XXXX Banks Statements for XXXX XXXX, XXXX, and 3 Paystubs for XXXX. ANOTHER MISTAKE THIS IS PROOF THEY DONT CHECK DOCUMENTS, XXXX BANK STATEMENT WERE ALREADY UPLOADED, WHEN XXXX XXXX CALLED ME 0N XX/XX/XXXX AND REQUESTED THESE BANK STATEMENTS AND UPLOADED XX/XX/XXXX. WHAT WAS SUPOSES WAS FOR XXXX THEY WERE COMING NEXT. 
24 ) XX/XX/XXXX We received a letter dated XX/XX/XXXX with a new deadline for the documents to be uploaded at XX/XX/XXXX. 
25 ) XX/XX/XXXX XXXX finished uploading the banks for XXXX statements and paystubs and all document ready. At this time opposite to my old single point of contact, they start processing fast the documents, and they are using the same documents were sitting there from XX/XX/XXXX except for the bank statements, and paystubs. WE CONVINCE OURSELVES ONE MORE TIME IT WAS EXCUSE WITH DOCUMENT NOT COMPLETED AND NOT RECEIVED SINCE XX/XX/XXXX WHEN THEY WERE READY. 
26 ) XX/XX/XXXX I checked on line the status of loss mitigation and it showed the loss mitigation solution you were revised was not approved. I CALL SHELLPOINT AND I ASK TO THE GUY WHO ANSWERED THE PHONE IF THEY TOLD XXXX XXXX XXXX THE OWNER, THEY MADE A MISTAKE AND THAT IS THE REASON BECAUSE WE ARE 7 MORE MONTHS LATE AND HE SAID NO. 
27 ) XXXX we received a letter saying I was not eligible for the follow reason STANDARD MODIFICATION THE INVESTOR ( OWNER OF THE LOAN ) DOES NOT PARTICIPE IN THIS PROGRAM.

28 ) THE INVESTOR IS XXXX XXXX WHO IS THE OWNER, AFTER I DID A SEARCH AND PHONE CALL TO XXXX, THEY SAID YES, WE PARTICIPATE, SO MY QUESTION IS WHY THEY LIE? LIKE I SAID EARLY THEY WANT US TO GO FORECLOSURE OR SALE MY HOUSE, NOW AFTER I ASK IF THEY TOLD THE INVESTOR WE WERE 8 MONTHS BEHIND BECAUSE THEIR FAULT, THEY SAID WE DONT NEED TO TELL YOU. NOW THEY ARE TRING AGAIN WITH THE SAME DOCUMENTS BUT I DONN TRUST THEM NO MORE. BECAUSE IM AN INACTIVE XXXX XXXX XXXX IM WORKING WITH A XXXX XXXX NOW TOO.AND AFTER THIS WILL GO ACTIVE AGAIN TO FIGTH WITH ALL THIS LIES. AND I TOLD SHELLPOINT IM GOING TO FIGTH ALL THE WAY TO THE END.

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