Consumer complaint received 2020-07-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I initially became behind on my mortgage payments in early XXXX due to me being a widow. I was assigned to a single point of contact by the name of XXXX XXXX, telephone number XXXX, who submitted an approval for deferment on my loan on XX/XX/XXXX. I initially received the deferment and the payments were pushed out until XXXX. The hardship continued and XXXX assisted me with submitting for a loan modification. We proceeded and I was granted the loan modification in XXXX, for payments to begin in XXXX. There were 3 trial payments which just so happened to be in the middle of the COVID pandemic. Although I was effected by the pandemic, and just getting back on my feet, while making my lender aware of such ( emails sent ) I gathered the funds and made all 3 payments. I was sent a letter stipulating that I was approved for a final loan modification and that the documentation needed to be in by XX/XX/XXXX. I submitted the paperwork, had it signed by a notary and sent in. It was received on XXXX XXXX. Shellpoint offered to send a notary, however, I had already had the documents signed and the notary they offered, called and made me uncomfortable as they identified themselves as Shellpoint directly and not a notary. Later, after calling and emailing several times, I found out that the paperwork, I signed was erroneous on Shellpoint 's mortgage behalf, and needed to be signed again. This was conveyed to me on XX/XX/XXXX, when the payment was due in XXXX and I am effected by the pandemic. I made XXXX XXXX XXXX my single point of contact via our conversation and a follow up email ) aware and he promised to have his supervisor XXXX XXXX call me ( I sent XXXX XXXX several emails as well- 3 to be exact ). XXXX XXXX, nor XXXX XXXX got back to me. I re-signed paperwork, on my own, had that re-sent to Shellpoint Mortgage, and it was received, on XX/XX/XXXX. I was later told by another representative that there was an error with that paperwork due to a mishap on Shellpoint mortgages behalf, again. I have sent emails to XXXX XXXX and XXXX XXXX, again, no response. In the interim, I have received paperwork asking for the loan modification paperwork, which I have sent over twice, and I have also received paperwork stipulating that my home is in default. I was told that this paperwork generates automatically because the loan modification documentation has yet to be registered. Here I am at a stand still and told that I need to sign now a third set of loan modification documents with no explanation as to why, and no one seems to be giving me a call back. When I call, I am told that my single point of contact XXXX XXXX or his supervisor XXXX XXXX needs to correct the situation and after several calls, they too have not called me back. I need answers. This is my home. I have two little ones and it is extremely important to us. Your assistance would be greatly appreciated.

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