Consumer complaint received 2017-10-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
XXXX XXXX & CFPB Re : Shellpoint Mortgage Servicing Loan No. XXXX Property Address:XXXX XXXX XXXX XXXX , XXXX , FL XXXX To whom it may concern, I XXXX XXXX XXXX had a loan with XXXX , XXXX for about 4 years I was notified of the loan transfer to XXXX and at the time of the transfer I was already dealing with XXXX XXXX XXXX XXXX XXXX in the middle of getting a Loan Modification all the paper work was sent to them and I was already having issues with XXXX  XXXX XXXX and the paperwork so of course when the loan was transferred to XXXX they didnt have what was sent to XXXX XXXX XXXX so I had to gather all the information again sent it in and was reviewed to be told that it was all expired and to send in new information. Gather all again, and this went on for a while before they finally got everything, took a while once the paperwork went in to get the approval. Got approved and was paying on the Loan Modification, and when I needed to call I could only talk to one person that never answer the phone, tried to call and make payments and such and couldnt because she never answered the phone would leave messages, emails etc. and would take weeks and sometimes months to gets answers. Sometime in XX/XX/XXXX, my ex-husband quit making payments and I was unaware because of the way my loan got treated ( employee loan ) I didnt get calls ( conflict of interest employee loan ) and the loan was coded so I didnt get a lot of things I should of letters, calls, etc. Once the divorce was final XX/XX/XXXX, I attempted to get another Loan Modification to see about getting something cheaper since lost income due to the divorce and had to pay out child support so I am not making the income I was before the divorce. XXXX advised they couldnt get me a Loan Mod because the Investor doesnt want to go cheaper. I even offered a cash payoff of XXXX they wouldnt take that either. I got a call from XXXX XXXX I think it was around XX/XX/XXXX, no verification process, no asking for recording consent, etc., I dont think employees should have loans where they work and the company should save the employee some time and just transfer back out to someone else so they dont have to deal with the hassle you cant even call Customer Service, he wanted to know my intentions advised wanted to keep the house I finally decided to do XXXX XXXX, agreed to XXXX move out assistance, got the paperwork, signed the authorization for my 2nd Mortgage XXXX to settle, on XX/XX/XXXX XXXX emailed me asking if I could call XXXX and get an update. XXXX get around to calling I think about XXXX weeks later, in the middle of all this my truck has given me major issues. I called XXXX to see about the approval letter for the short payoff, when I called I was shocked to learn that XXXX had the approval letter since XX/XX/XXXX and was faxed to them. Which of course by time I called and was advised that is was approved however, was expired so I requested an extension of a month out before the transfer to the new loan company ( servicing transfer ) ; so they granted me an extension to XX/XX/XXXX, when I got to work the next day I emailed an higher rep to advise of my phone call with XXXX and why nothing has been done since they have had the approval since early XX/XX/XXXX, never got a response got an email that said she would get back with me and never got a response to any of it just let it sit and let the loan transfer instead of handling the situation in a proper manner. I even tried to call XXXX XXXX and XXXX XXXX left both message never got anything from XXXX, XXXX called me to attempt to try to tell me that they tried to work with me to which I advised about the email and all she do was apologize for not responding etc, advised her to make sure my file was notated properly and because of their failure to take care of this now I have to deal with a new company now, when the loan was transferred to I was advised by email that it was being transferred with no notice or nothing I believe thats a RESPA violation. Now I have to move on to the new company and hope I dont have any issues. I want you to review this because no employee of ( 18 years ) should have to deal with this type of treatment and unable to do anything when you cant get answers. I have constantly tried to work with SPS. In XX/XX/XXXX-XX/XX/XXXX we were trying to work out a DIL of FCL with cash assistance. XXXX 2nd Lien had it approved sent to XXXX to no avil they dropped the ball again. I called XXXX and had the short pay extended to the end of XXXX, I tried to contact XXXX again to advise and get the ball rolling before the loan was once again transferred to someone else. But of course, they ignored all my calls and emails regarding my loan. 
All I wanted was to stay in my home but with my financial status and after the divorce I cant afford XXXX a month. XXXX promised me XXXX DIL of FCL Cash for keys. All I want is to get this taken care of and move on with my life. My ex-husband quick making payments and I wasnt aware as XXXX never made collection calls to my home or cell, or advised me. 
Today in my mail I got an advertisement from an Attorney regarding a Foreclosure of my home. Which I have not received any certified mail of a foreclosure sale by you or the foreclosure attorney and I am pretty sure that per the Mortgage Contract this is part of the process and is not in accordance with State, Federal laws, nor the CFPB. I am herby request that you rescind the FCL Sale of my home to give time to come to an agreement, and have the house ready for move out. I am more than willing to work with XXXX XXXX. 
And to advise once again this house in is much need of some major repairs, plumbing both baths, kitchen plumbing and needs new counters, boith bathrooms needs to be completely remodeled, needs a new roof, all wood outside of home needs replaced and painted, new paint all inside of home, new carpet, all walls need to be repaired, patched and painted, needs completely new garage door, ceilings in house needs to be repaired due to leaks. 
If you foreclose on the house and put about 70K in repairs before you can even do anything with it. That doesnt include all the other fees incurred due to the FCL either and the balance of the loan. I propose XXXX cash for keys, DIL of FCL. 
I really hope that we can come to a agreement and settle this once and for all. So, I can move on with my life. Please contact me ASAP so we can work together to get this resolved since I cant keep my home. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXXXXXXXXXX

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