Consumer complaint received 2019-03-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
This is related to my initial complaint # XXXX which CFPB has closed. Shellpoint Mortgage responded with erroneous and inaccurate information. The responding correspondence from Shellpoint dated XX/XX/XXXX is requesting " a signed, dated later explaining the nature of any bank deposits greater than {$1000.00} on your XXXX and XX/XX/XXXX bank statements ''. This request is nothing more than an attempt to delay and to charge additional late fees. I sent to Shellpoint each and every document/bank statement requested and reported all of my income. My bank statements show deposits from the Social Security Administration clearly identified as " SSA Treas XX soc sec '' in the amount of {$1400.00}. I also received a call on XX/XX/XXXX from XXXX at Shellpoint requesting the same information. She had my bank statements in front of her during our conversation. She stated that she saw no unexplained deposits over {$1000.00}. She acknowledged the automatic deposits from Social Security. She apologized for the call and said she did not understand why the underwriter was requesting this information. Again more erroneous and incorrect information wherein Shellpoint lays blame on the investor/underwriter. Additionally, I received a certified letter from Shellpoint dated XX/XX/XXXX ( attached ) stating the same thing that XXXX XXXX informed me of with a phone call ; that a loan modification would increase my monthly payment and my interest rate would remain the same. The letter also states the denial is NOT based on my income. So that resolve is erroneous because my request for a loan modification is based on a reduction in my pension that was approved by the United States Department of the Treasury, so how is that fact of my income reduction disregarded? In my appeal to Shellpoint 's denial, I requested full disclosure on how they determined denial. The only information enclosed in their response was loan history from the origin. The response did not address any disclosure of how it arrived at the denial. Also, the letter refers to a post-modification which I have no knowledge of. I have never received a modification from Shellpoint. The only adjustment Shellpoint made in my account was a reduction in my tax impounds based on an error wherein Shellpoint blames XXXX XXXX XXXX for. I believe the only reason this letter was sent was to satisfy the 45 day response time. Shellpoint did not give full disclosure or answered any of my questions regarding denial of my loan modification. In the phone conversation with XXXX, she also said I was credited the {$170.00} for the unnecessary same-day appraisal that Shellpoint demanded and invaded my privacy. That was false information. I have no credit showing on my XX/XX/XXXX statement for that amount. Shellpoint appears to be making up scenarios as this goes along. In the meantime, they continue to charge me late fees

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