Consumer complaint received 2019-06-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I have complained and complained about NewRez/Shellpointe Mortgage Servicing. All you do is tell them my complaint, and they send you some pathetic response, and that's it. Nothing changes. They are pathetic, and so are you, in reality. This is not a " consumer protection '' bureau at all. But here 's my new complaint, even though I know it won't do any good.

I have been trying for the entire time I've been dealing with this company to do a loan assumption. They have lied and wasted vast quantities of time, over and over again. None of them know what they are doing. They all lie and are completely incompetent, it is pathetic. I can't see how the company makes any money at all. It is fascinating.

So they finally claimed that they had hired an FHA approved underwriter or something. Which is probably a lie. But they told me after months of lies and stalling that they finally had the personnel available to do the loan assumption. So they sent me the forms to fill out and told me all the stuff to send it.

Right there on their own paperwork, it says that they will complete the whole loan assumption decision making progress within one month of receiving the paperwork. Do you think they did that? No, they did not. Do you think I honestly expected them to? Of course not.

I sent them everything they asked for and more. It was sent USPS Certified Mail, signature required. I have their signature and proof of them receiving the information. They can not claim they did not receive it.

But here 's where it gets interesting. They lie and fail to communicate with me, week after week and month after month. They change personnel constantly. I can never get ahold of anyone that is supposed to help me. But out of the blue, a week after they receive the paperwork, they call me. I couldn't believe it. But they called me. They now claimed that some " 3rd party '' had been contracted to handle the loan assumption. This was news to me. The lies they previously told me were that they had to hire their own internal people. But okay, new lies. New stuff.

The guy that called me swore up and down that the third party would be calling me before that week ended. Well, they received the paperwork on XX/XX/2019. The guy called me, I think, on XX/XX/2019. Guess what? It is now XX/XX/XXXX as I'm typing this complaint. No one ever called. No one has returned my calls as I've tried to find out what is going on. No NewRez/Shellpointe person has called me. No " 3rd party '' has called me.

Is there really a 3rd party? Or is it just another lie? Did I spend tons of money on copying and mailing to just waste my time once again? Will this pathetic company ever do anything they are supposed to do?

I'm attaching the USPS receipts, just in case these pathetic people try to claim they never received the paperwork. Of course, they gave up that game when they called me and told me that some " 3rd party '' would be contacting me about the paperwork, anyway. But just in case, I'm attaching it.

I'm waiting now on pins and needles to read the pathetic response they are going to give to this complaint. What a waste of time. You should all be ashamed of yourselves.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation