Consumer complaint received 2023-02-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
On Friday XX/XX/XXXX I informed my POC ( point of contact ) XXXX XXXX that I was unemployed and that I wanted to inform them that I was working diligently to find employment. Throughout my unemployment period, I called Shellpoint informing them that my situation was ongoing. They responded by saying that in order to begin my loss mitigation process, I would need to be 90 days behind on my mortgage to qualify. With that being the case, I was able to make my XXXX and XXXX payments but was unable to make payments for XXXX. I began my loss mitigation process in XXXX and my POC informed me on XX/XX/XXXX @ XXXXXXXX XXXX that she needed the following documents : a Uniform borrower assistance form, proof of income, letter of explanation. I provided those documents on XX/XX/XXXX @ XXXXXXXX XXXX. On XX/XX/XXXX I informed my POC that I was unable to gain access to my monthly XXXX dues and provided her screen shots. On XX/XX/XXXX, XXXX responded stating that I needed a letter stating that I no longer receive statements from my HOA and to sign and date. That would be suffice to move the process along. I responded on XX/XX/XXXX at XXXXXXXX XXXX  with that letter. On XX/XX/XXXX at XXXX, she requested a letter for a loan that I received from my mother to help alleviate some of my financial hardships. I responded on XX/XX/XXXX at XXXXXXXX XXXX with the requested letter. On Saturday XX/XX/XXXX at XXXX, I contacted XXXX via email informing her that I was receiving notices indication that I don't complete the process for loss mitigation that I may be withdrawn. I followed up by asking if she had all of the required information to complete this process. On XX/XX/XXXX at XXXXXXXX XXXX, I followed up with an email asking XXXX if my file had been updated to reflect the letter she requested. On XX/XX/XXXX at XXXX, XXXX responded saying that she had all documents and that my income has been verified. There was nothing else that I needed to provide. XXXX minutes later, she sent me an email stating that my loan was sent for income verification and they are requesting additional information. They were requesting paystubs from XX/XX/XXXX and bank statements for the last 60 days. I responded on XX/XX/XXXX at XXXX with the requested documents. XXXX responded to me on XX/XX/XXXX at XXXX pm that the screen shots taken on my cell to provide my XXXX dues were insufficient and that I need to provide an actual bill or if I can't provide that then I need to provide them a letter signed and dated by me stating that I don't receive statements of my XXXX dues and that everything is via an app called XXXX. I responded with a letter on XX/XX/XXXX at XXXXXXXX XXXX. I followed up with an email of my HOA screen shots on XX/XX/XXXX at XXXXXXXX XXXX XXXX. I sent an additional letter on XX/XX/XXXX providing my account information via the app as a screen shot, my bank statement tying the charges. I contacted my HOA explanation they predicament and they finally provided me XXXX pages of my account history and it was sent to XXXX and the loss mitigation emails on XX/XX/XXXX at XXXX XXXX XXXX XXXX responded on XX/XX/XXXX at XXXXXXXX XXXX thanking me for the information and that she would get it to the appropriate department for review. I followed up with an email on XX/XX/XXXX at XXXXXXXX XXXX requesting for an update and no response. I called Shellpoint XXXX on XXXX XXXXXXXX XXXX escalating the situation because they informed me that according to their files, I had not provided all of the required documents. Upon further discussion, they admitted they had all of the documents and would take an additional 3-5 days to finalize a response. Unfortunately, the lack of communication from my POC has brought me on the brink of foreclosure and I find this to be completely unacceptable. I can't and I don't want to lose my home based on negligence or lack of follow ups.

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