Consumer complaint received 2021-06-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: MA

Complaint narrative:
History I was adversely affected by the financial crisis in XXXX caused by fraudulent practices of the Financial Industry. I had just purchased a new home and was in the process of selling my old home. XXXX XXXX  gave me a mortgage for the new home that I did not qualify for feeling the other home would sell quickly. After the crisis I lost approximately XXXX value in my old home and XXXX in the new home. I loss about XXXX in my retirement. I tried to sell both properties but neither would sell even at a great loss. I have been trying to stay current by renting out one of the houses but it has been at a loss every year. 

I applied for a Forbearance in XXXX of XXXX due to XXXX  hardship. The tenants rent the house stopped paying rent. I could not do anything to remove them from the property due to XXXX  and state regulations. The Forbearance was accepted by Shellpoint. I applied for a Modification to end the Forbearance on XX/XX/XXXX. Shellpoint ask for numerous documents and eventually stated I did not supply the necessary documents to process the application. They then started over again in XXXX of XXXX. I submitted the documents they requested and I still do not have an answer. 

I have since decided to sell my " Old Home '' and Move into the Home where Shellpoint is the Mortgagee. I sent the following message to my CSR Representative My Email XXXX  We have decided to sell the house we are currently living in and move to the XXXX XXXX XXXX XXXX MA house that you have the mortgage. I have sent the documents you requested. Please let me know if this changes what I need to apply for to end this forbearance. 

Thank You XXXX XXXX Response 1 from XXXX Hello XXXX XXXX, Thank you for your email and thank you for the update. Please kindly advise if you will be doing a traditional sale or a Short Sale. Once we determine this, we will be able to advise what steps will be needed afterwards. 

Hope you have a great evening! 

Thank you, XXXX XXXX My Response XXXX It will be a traditional sale. Again I am NOT selling the house you have the Mortgage to. I am selling my other house. My LTV for that house is about 50 %. The house is worth about XXXX. Please let me know my options. 

Thank You XXXX XXXX Response 2 from XXXX Hello XXXX XXXX, Hope all is well. I was able to review your documents and thank you again for sending it. 

I have a few questions regarding your rental income. I notice on your application you receive {$800.00} a month for rental ; however, I was not able to find an {$800.00} deposit on either one of your bank statements. I do see deposits for {$170.00}, {$500.00}, and {$400.00}. Can you confirm if this is your rental income you receive? 

Also, were you able to send me the lease agreement as well? 

Please kindly advise when you have time available and I will also try to call you today as well. 

Thank you, XXXX XXXX Obviously, There is a disconnect. I have told here twice that there was no tenant. 

Additionally, I learned the following : 1. My credit Report shows the account as delinquent 2. My wife credit report shows the account as delinquent. She is not a borrower on the note. 
3. I have begun getting calls from telemarketers that they can help me with the mortgage I am behind on. How do they know I am behind? 

I feel at this point Shellpoint is capable of servicing this loan. I also feel that I am due some forgiveness on the loan balance. This is the 4th attempt to try to get help with this situation since XXXX XXXX  was closed and XXXX XXXXXXXX took over. Every time I have tried in the past the sell the loan and I have to start the process over. I have the following Companies servicing my loans ( 4 ) from XXXX XXXX  XXXX  XXXX XXXX Ditech Green Tree XXXX XXXX Shellpoint XXXX XXXX XXXX XXXX The following Documents were submitted. 

XXXX XXXX XXXX submitted onXXXX Tax Return submitted on XXXX XXXX - XXXX Bank Statement submitted on XXXX XXXX - XX/XX/XXXX Bank Statement submitted on XX/XX/XXXX XXXX XXXX Mortgage Statement submitted on XX/XX/XXXX Rent Receipts submitted on XX/XX/XXXX Rent Verification Submitted on XX/XX/XXXX Non Borrower Contribution Form submitted on XX/XX/XXXX Wife 's License XX/XX/XXXX Letter of Explanation XX/XX/XXXX Saving Account Statement XX/XX/XXXX submitted on XX/XX/XXXX Saving Account Statement XX/XX/XXXX submitted on XX/XX/XXXX Taxpayer Consent Form submitted on XX/XX/XXXX Bank statement XX/XX/XXXX submitted on XX/XX/XXXX Bank statement XXXX submitted on XX/XX/XXXX Saving statement XXXX submitted on XX/XX/XXXX Saving statement XXXX submitted on XX/XX/XXXX Hardship Application submitted on XX/XX/XXXX XXXX submitted on XX/XX/XXXX Tax Consent submitted on XX/XX/XXXX Form XXXX submitted on XX/XX/XXXX MortgageAssitanceApp submitted on XX/XX/XXXX 6 paychecks for my Wife submitted on XXXX 6 Paychecks for me submitted on XX/XX/XXXX, XX/XX/XXXX XXXX

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