Consumer complaint received 2016-12-31 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
I was sent a letter from XXXX stating that the mortgage would be switched to Shellpoint on XX/XX/XXXX. I reached out to them the week of XX/XX/XXXX and was told no information was available as of yet. 
The mortgage was under assistance review from XXXX at the time and I wanted to find out the status so that I could plan accordingly. I have been trying to get the property rented out with a tenant and with a flux in my income and after experiencing a vehicle loss and property clean up due to Hurricane XXXX I was behind. I received a call on the XX/XX/XXXX from Shellpoint stating that they needed additional information and that the packet was incomplete. This was shocking to me since the last conversation with XXXX they told me they had received everything needed and that it was in underwriting. The phone call with the Shellpoint mortgage point person lasted about 20 mins and I was told to send my information. I asked for a letter stating what discussed in our conversation. I also asked for the amount due she stated {$4300.00} ( sorry ca n't remember the approx figure ). The letter requesting the documentation was dated for the XX/XX/XXXX and sent around the XX/XX/XXXX - the letter stated a XX/XX/XXXX deadline. 
In the interim, I received my first statement from Shellpoint dated for XX/XX/XXXX for the amount of {$7100.00} due on XX/XX/2017. I was flabbergasted and scared because once again this figure seems to be put in place to help escalate the foreclosure process. 
I prepared and sent in all requested documents on XX/XX/XXXX. I called to follow up and the next person I spoke to asked me to verify my information I did and they told me that they were unable to speak to me since the social security number that was on file did not match my social security number. 
About two years ago I encountered the same issue with XXXX about the property, my grandmother was deceased and by rights of survivorship I inherited the property and was residing at the property. I understand that I only inherited the property but no the loan. However, XXXX added my name to the account so I could make payments however I was never sent any documentation to sign stating that I assumed the loan. If this could be secured from anyone of the mortgage companies for my documentation that would be greatly appreciated for my files. 
Again while the account was with XXXX I made consistent payments but ran into difficulties and XXXX connected to me a loan assistance person to help start the process. As to the phone call with Shellpoint they stated they could n't speak to me about the account. 
I called back again and spoke to a different person who asked me to send an email stating to change the social on the account and I did and was told I would have no issues moving forward. Shellpoint 's mortgage assistance called back sometime the week of XX/XX/XXXX and told me they still did not have enough information from processing. I again asked for the conversation in writing and a letter of specifics to make sure that I would prepare the newly requested documents to the best of my abilities. Not sure if I have run out of time for the loan modification but based on what I received it seems that way. 
In total I only received XXXX mortgage statement ( XX/XX/XXXX ) and nothing before then to get an idea of the account and I am not sure how the account went from XXXX to XXXX. I also want to know if they received all documentation from XXXX from the account name from Estate of XXXX XXXX to my name for accounting purposes. I think they are stalling on the loan modification and finding ways to add more debt to make this situation as difficult as possible to resolve.

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