Consumer complaint received 2021-05-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
TO WHOM IT MAY CONCERN : I HAVE A MORTGAGE WITH SHELLPOINT MORTGAGE SERVICING WHICH WAS BOUGHT FROM XXXX XXXX XXXXXXXX MANY YEARS AGO. WHAT HAPPENED WAS, XX/XX/XXXX, MY EX-HUSBAND AND I QUICK CLAIMED MY PROPERTY TO MY BROTHER, SHORTLY THERE AFTER, THE PROPERTY WAS BOUGHT OUT BY SHELLPOINT MORTGAGE, WHICH LEFT ME ON THE MORTGAGE AND MY BROTHER ON THE DEED. XXXX OF XXXX, I CONTACTED XXXX XXXX XXXX XXXX XXXX TO ASSIST ME WITH A MODIFICATION DUE TO THE FACT THAT SHELLPOINT WAS INCREASING MY MORTGAGE PAYMENT GRADUALLY FROM WHEN THEY FIRST BOUGHT THE LOAN FROM XXXX XXXX XXXXXXXX FROM A PAYMENT OF {$1600.00} TO {$2600.00} DURING XXXX OF XXXX AND WOULD GO TO A FINAL INCREASE OF ALMOST {$2900.00} BY XXXX AT AN INTEREST RATE OF ALMOST 5 %. 

XXXX XXXX XXXX TOOK MY CASE AND CHARGED ME {$4500.00} TO DO A LOAN MODIFICATION. THE LOAN MODIFICATION WAS COMPLETED BY XX/XX/XXXX. SHELLPOINT MORTGAGE SENT ME MY 3 TRIAL MOD PAYMENTS STARTING XX/XX/XXXX, XX/XX/XXXX, AND XX/XX/XXXX IN THE AMOUNTS OF {$2500.00} WHICH I DID SET UP TO BE DRAFTED AUTOMATICALLY WITH MY POINT OF CONTACT MANAGER.

AFTER THE TRIAL MOD WAS COMPLETED, SHELLPOINT MORTGAGE SENT THE PERMANENT MOD TO BE SIGNED AND NOTARIZED, HOWEVER, I NOTICED THAT THEY PUT NOT ONLY MY NAME AS BORROWER BUT MY EX HUSBAND 'S NAME AS NON-OBLIGOR TO BE SIGNED AND NOTARIZED BY BOTH OF XXXX. I RECEIVED THIS ON XX/XX/XXXX. I CALLED XXXX ON MONDAY XX/XX/XXXX, EXTREMELY IRATE AND TOLD THEM THAT THEY MADE A SEVERE MISTAKE. MY EX HUSBAND AND I HAD QUICK CLAIMED THE DEED TO MY BROTHER IN XXXX AND MY EX AND I HAD DIVORCED IN XXXX, SO THERE IS NO WAY MY EXHUSBAND COULD BE ON MY DEED AS A NON-OBLIGOR TO SIGN ON MY FINAL MOD AGREEMENT. IF ANYTHING, IT SHOULD STATE ME, AS THE BORROWER AND MY BROTHER AS THE NON-OBLIGOR, ALLOWING BOTH OF US TO SIGN AND NOTARIZE THE FINAL MOD. SHELLPOINT, STATED, THEY WOULD RESEARCH IT AND GET BACK TO ME. ON TUESDAY, XX/XX/XXXX, A SUPERVISOR FROM SHELLPOINT MORTGAGE CALLED AND STATED THAT, ALL THEY NEEDED WAS A COPY OF THE QUICK CLAIM DEED AND ALL WOULD BE WELL. TUESDAY EVENING, I FAXED THE COPY. ON FRIDAY XX/XX/XXXX, I CALL SHELLPOINT AND SPOKE TO MY POINT OF CONTACT MANAGER AND HE INFORMED ME, THAT SHELLPOINT HAD RECEIVED THE QUICK CLAIMED DEED AND THAT THEY WOULD BE SENDING OUT A NEW AND CORRECTED MOD AGREEMENT WITH JUST MY NAME ONLY AND ALL WOULD BE WELL. ON XX/XX/XXXX, I RECEIVED AN EMAIL FROM MY POINT OF CONTACT MANAGER AND TO MY ASTONISHMENT, WHAT I THOUGHT WAS CORRECTED AND WELL, WAS DEFINITELY NOT. MY POINT OF CONTACT MANAGER STATED THAT, SINCE MY BROTHER WAS GRANTEE ON THE RECORDED DEED, HE WILL NEED TO ASSUME THE MORTGAGE INSTEAD OF IT BEING MODIFIED IN MY NAME. I WAS QUITE IRATE AGAIN. ON XX/XX/XXXX, I CALLED THE POINT OF CONTACT MANAGER AND HE STATED, ALL THAT CAN BE DONE IS THAT, MY BROTHER HAS TO ASSUME THE LOAN AND APPLY FOR A NEW MODIFICATION BECAUSE HE CAN'T BE ON THE DEED, WHILE I AM ON THE MORTGAGE. I WAS INFORMED THAT, IF WE DID NOT DO THIS, I MUST EITHER SHORT SALE MY PROPERTY OR IT WILL BE FORECLOSED ON. I HAVE DONE EVERYTHING IN MY POWERS TO SAVE MY PROPERTY, WHERE I WANT TO CONTINUE TO LIVE. I NEED HELP!!!

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