Consumer complaint received 2024-08-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: AL

Complaint narrative:
Subject : Urgent Complaint Regarding Loan Modification and Foreclosure Process Dear Consumer Financial Protection Bureau, I am writing to formally lodge a complaint regarding a troubling situation with my mortgage loan that I believe requires your immediate attention. The issues stem from a series of miscommunications, errors, and mishandling of my loan modification process by XXXX XXXX and Shellpoint Mortgage Servicing XXXX. Here are the details of my case : Background : The property in question was originally financed through XXXX XXXX with a loan account held by XXXX [ Last Name ]. Following XXXX 's passing, the house was awarded to me, XXXX through his will. 
Initial Instructions : Upon contacting XXXX XXXX about a missed payment, I was instructed to complete the probate process to transfer the loan account into my name. I followed these instructions, and once the transfer was complete, I was advised to wait until the account became 90 days delinquent to be eligible for a loan modification. 
Loan Modification Process : After my account was 90 days delinquent, I was informed verbally by XXXX XXXX that they had received all necessary documentation and that my loan modification request was proceeding. However, I did not receive any formal paperwork confirming the loan modification. 
Account Transfer to Shellpoint : Subsequently, I received a letter indicating that my loan account had been sold to Shellpoint Mortgage Servicing XXXX. I was instructed to follow up with Shellpoint regarding any open assistance options. 
Issues with Shellpoint : Each time I contacted Shellpoint, I encountered inconsistent information. Initially, they claimed not to have received the necessary paperwork that XXXX XXXX had confirmed. Later, I was informed that my loan modification was approved and that I needed to complete a trial payment period consisting of XXXX payments ( XXXX, XXXX, and XXXX ) to finalize the modification. 
Despite making the required payments, Shellpoint abruptly canceled the loan modification process on XX/XX/XXXX without any notification, resulting in my home being placed in foreclosure. 
Current Status : Shellpoint has indicated that the foreclosure is on hold due to their error, but the foreclosure status remains active. 
This situation has caused significant distress and financial strain. The mishandling of my loan modification process and the abrupt foreclosure action are deeply concerning. I am seeking your assistance in resolving this matter promptly and ensuring that my loan modification is properly processed and my foreclosure status is addressed. 

I would greatly appreciate your intervention to help rectify this situation and provide guidance on the next steps I should take. Please find my contact information below for any further communication or clarification. 

Thank you for your attention to this urgent matter. 

Sincerely, XXXX [ Your Address ] [ City, State, ZIP Code ] [ Your Phone Number ] [ Your Email Address ]

Company response to consumer: Closed with explanation