Consumer complaint received 2021-04-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Around XX/XX/XXXX, Shellpoint Mortgage Services increased our mortgage payments that we were already struggling with by XXXX a month to XXXX without telling us. We only found out when the resulting arrears prevented us using the online payment system. We were given numerous 'assigned points of contact ' but they mostly didn't return calls or told us there was nothing they could do about the situation. They only avenue open to us was to pay all the outstanding amount to move forward, and the longer things went on the greater the outstanding amount became. In XX/XX/XXXX Shellpoint returned a mortgage check I sent, ensuring that our arrears continued to increase and eventually led to a foreclosure date being set. With help from XXXX XXXX XXXX the foreclosure was avoided, and Shellpoint agreed to a mortgage modification in XX/XX/XXXX. They have since employed delay tactics to prevent the modification being completed, sending conflicting and confusing information about the modification and taking 3-5 days to respond to our questions. We received a letter dated XX/XX/XXXX stating that we were approved to enter a loan modification trial period for three months starting on XX/XX/XXXX with monthly payments of XXXX. We then received a letter dated XX/XX/XXXX stating that the actual loan modification would start on XX/XX/XXXX with monthly payments of XXXX. I called in about the two different actions both starting on XX/XX/XXXX with very different payment amounts. You'll recall that our big fall into arrears started when our monthly payments were increased to XXXX and now they 'rescue ' plan had us paying either XXXX or XXXX. The payments proposed in the modification were set to ensure we would fail, which is in line with the predatory activity that started in XX/XX/XXXX. We didn't get a response to our questions until XX/XX/XXXX.The last foreclosure date we were given at the time was XX/XX/XXXX and we were told that the sale was on hold pending the completion of the modification. The house is still listed as being foreclosed because I get calls from foreclosure prevention specialists and people wanting to buy the house every day. On XX/XX/XXXX we received a revised foreclosure date of XX/XX/XXXX. On XX/XX/XXXX, the signed and notarized modification documents were received by Shellpoint. On XX/XX/XXXX we were told that a signature was missing. We asked for a copy of the document that was missing a signature and were told they couldn't provide it and instead a new set of documents would be sent to us. We started getting letters chasing us for the completed modification documents that we'd sent in a week earlier. The replacement documents didn't arrive until XX/XX/XXXX and had my middle name spelt incorrectly. We signed the documents are called Shellpoint about the middle name spelling mistake. Shellpoint said that all the mortgage documents had the same incorrectly spelt name, and I should go ahead and sign using the incorrectly spelt name. I pointed out that I never sign using my middle name, my passport and driving license only has first and last names with my middle initial. They repeated that I should sign the loan modification using the incorrectly spelt middle name. I pointed out that the documents had already been signed using our usual signatures which did not include our middle names and they said they'd need to send another set of documents but couldn't say when they would arrive. That's when I decided to contact the CFPB.

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