Consumer complaint received 2021-03-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
Homeowner : XXXX XXXX XXXX XXXX : Shellpoint Mortgage Servicing Loan Number : XXXX Property : XXXX XXXX XXXX XXXX MD XXXX I filed for bankruptcy in XXXX after failed attempts on my own for a loan modification. With the help of my bankruptcy lawyer I was able to complete all requested documentation for a loan modification and received a letter dated XX/XX/XXXX ( attached ) agreeing to a trial period. 

I made all payments during the trial period XXXX bank payment history attached ). In XX/XX/XXXX, I contacted Shellpoint to inquiry of the status of the permanent modification, I was informed an agent of the bankruptcy attorney ( XXXX XXXX ) contacted Shellpoint the day before ( XX/XX/XXXX ) to request a forebearance. No documentation of this call can be found. No documentation was sent to me or my attorney indicating they were honoring a forebearance request. XXXX accepted all payments from me. 

My attorney ( XXXX XXXX XXXX ) was informed the trial payments would not be honored and I would have to apply for a loan modification again. I began the process again and sent all required documentation. In follow up I was told Shellpoint never received my documentation. So I sent the documentation again. Still Shellpoint claims they did not receive. I have forwarded all documentation a total of XXXX XXXX times. From my personal fax machine, from XXXX  XXXX XXXX 's fax machine 2 times, from Attorney XXXX 's fax machine, it was mailed and emailed from me and XXXX XXXX to a supervisor 3 times. 

At of today XX/XX/XXXX, Shellpoint is not taking calls - every call I've made to Shellpoint I speak with the first representative, today it was XXXX, before being transferred to the bankruptcy department, then I'm on hold for XXXX minutes before they disconnect. 

My chapter XXXX bankruptcy will be finalized on XX/XX/XXXX. I have lived in this house for 18 years and now I am looking for a place to rent as a bankruptcy has lowered by credit and I am not eligible to buy another home. 

My experience with Shellpoint has been horrible through no fault of my own. Before they were Shellpoint they was XXXX who filed for bankruptcy before that there was another company. Every few years the company files for bankruptcy and changes their name. Throughout all of this somehow in XXXX an FHA loan for # XXXX was opened on my house that I did not know about. 

As a result of their company practices I am part of a federal case involving people who called stole mortgage payments under the disguise of being a mortgage fixer Criminal Case # XXXX United States XXXX XXXX et al. 
Reference is made to the above-cited criminal case that is pending in the U.S. District Court in XXXX, Virginia. As you are likely aware, you are named as a victim in the case. 

I am victim on several fronts not only with this criminal case but with Shellpoint. I filed for bankruptcy not because I have credit bill I could not pay. Because I have a mortgage company that was not working with me. I don't have credit cards, I am Substance Abuse/Mental Health Counselor, I have student loans, I have a car payment, I have the usual life bills ( utilities, medical, internet ) I make {$45000.00} a year and this company and their practices have financially bankrupted me, ruined by credit and have emotionally stressed me to the point of distress. 

Anything you can do to bring this company 's business practices to an end and make them follow regulations and not hid under the " debt collector '' status is appreciated.

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