Consumer complaint received 2024-06-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: OR

Complaint narrative:
Shellpoint Mortgage has intentionally obstructed my attempts to be reviewed for loan modification and keep my home from foreclosure. My loan was transferred to Shellpoint in XX/XX/XXXX and they immediately scheduled a foreclosure sale date. I tried to work with them and provide them with documents and their office would tell me that they had all needed paperwork and I would relax and then check back a few days later and they would give me a new list. Then they moved forward and set an auction date for my home that I have owned for 23 years. I live in the house with my XXXX teenage son, my adult son and my husband. My financial issues started due to XXXX and since I have a loan backed by XXXX XXXX our original mortgage company XXXX XXXX offered the CARES act forbearance as required by the government. Once the hardship was resolved and the forbearance ended in XX/XX/XXXX XXXX XXXX followed government guidelines and began the process of reviewing our financial situation for a solution to address the arrearages and were told they were likely going to recapitalize this amount into the balance of our loan. However, the loan then got transferred to Right Path and instead of completing a review for options to recapitalize or defer or modify the loan to address the missed payments they instead demanded full reinstatement. This is in complete violation of CARES program guidelines as servicers are REQUIRED to work with borrowers and review financials to offer all options to address the forbearance arrearages. 

XXXX XXXX XXXX completed a review and claimed that we did not qualify for any options, even though our delinquency was related to XXXX. they set a foreclosure sale date and transferred the loan to Shellpoint. We were told that there were non delegated modification options that would be available for us since there had been a significant change and improvement in financial circumstances. But we were fighting against the sale date and tried repeatedly to give Shellpoint what was requested only to see them say sorry, too late. 

After postponing the sale through bankruptcy I began sending everything Shellpoint asked for. They told me they had everything they needed. Then a few days later I would get a laundry list of documents that were needed. I worked hard and got them everything they asked for ( see attached list they requested ) and followed up regularly. I was told that the sale date for XX/XX/XXXX was on hold because my file was in review. I was told they just needed information on a side training job and a profit and loss and that the sale date was still on hold on a call the last week of XXXX. This document was sent to them on XX/XX/XXXX. They had told me this was the LAST thing needed, the ONLY thing needed. When I called in on XX/XX/XXXX they told me that they had received the profit and loss but they said now my uniform borrower assistance form had expired and they needed a new one and also said they needed more paystubs ( even though they had not yet expired ). They said they had sent me an email requesting these documents earlier that day ( XX/XX/XXXX ) and also casually informed me that the sale date was active again with auction on XX/XX/XXXX. How is that possible?? They told me it was on hold a week earlier and they only needed one thing. I sent in the one thing and when I followed up on the file they said we got the one thing, but now it looks like we just realized we need this other thing so the sale date is active again!!! Not only that, but they lied about sending me the email. Never sent and never received. This is dual tracking, this is unethical, the servicer of a XXXX loan backed by Fannie Mae making a blatant attempt to steal my equity through misrepresentation. I rushed to try and get them what they needed and got the file escalated on Friday XX/XX/XXXX ( see email ) and that was signed off, but then they concocted a different deficiency in my documents in order to deny me again.

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