Consumer complaint received 2018-10-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: MA

Complaint narrative:
My mortgage was transferred to Shellpoint Mortgage in XX/XX/XXXX from XXXX XXXX. At that time of the transfer my account was with the Modification Department with XXXX which I was told by the Executive Office from XXXX that it would be transferred to Shellpoints Underwriting to finalize the process that I was eligible for. This was never done. I received a Foreclosure shortly after the transfer. The issue with the home is the property value which XXXX XXXX  had finally resolved with an interior inspection. For over two years Shellpoint ignored my interior requests and charged me for exterior drive by 's over four times and continuing offering modifications with a property value over {$60000.00} - {$70000.00} at the time. 

I contacted the Attorney Generals office who did research on my complaints up to the spring of XX/XX/XXXX. They advised me to send in another modification with Shellpoint which I did. Shellpoint did have an appraiser come in at that time while they had my Modification which was sent in. I continued working with the Attorney Generals Office during this time on the status. At that time they suggested I contact an Attorney upon their investigation as they found issues they feel were done inappropriately by both XXXX and Shellpoint that should be looked at on a legal level. I had sent him Documents from Shellpoint which showed the loan was in Modification. I advised him I would wait to complete a Modification first and have it reviewed. I sent Shellpoint a dispute on the value from the appraiser immediately. At this time it was in XX/XX/XXXX/XX/XX/XXXX. I never heard back from Shellpoint and continued to wait on the results of the modification. In XX/XX/XXXX I received a Forclosure notice scheduled for XX/XX/XXXX, while still NO response in regards to the Modification I sent in. Again I immediately contacted Shellpoint to ask how I could have a foreclosure while I was waiting on my modification status? Shellpoint will never respond to an email which leaves the homeowner in question constantly of what is happening. Sometimes its weeks before you receive a letter to say they are working on your request. Their correspondence is received over 7 -10 days later from the date of the letter. I worked days with my contact XXXX in regards to the Foreclosure to find out why this was done. I was told by one representative that I was declined a Modification due to my income. I explained to him that I NEVER received anything from Shellpoint stating this so I could move forward with my decision on the home. At that time XXXX took my income numbers over the phone and resent that over to Underwriting. Over two weeks later I received 4 letters from shellpoint stating I was missing information, obviously to the Modifcation sent in. There was NOTHING missing. These letters came as a cover up for their error of the upcoming foreclosure that I believe was done in error. Also, I never received anything from Shellpoint stating that the property was going to be Foreclosed. 

In mid XX/XX/XXXX I received a Modifcation Trial offer to begin in XX/XX/XXXX. On XX/XX/XXXX I sent an email to Shellpoint asking for a complete copy of my file as I wanted this reviewed by an Attorney prior to my decision. I sent two more emails into XX/XX/XXXX asking where my file was. I spoke with my contact XXXX to question where my file was as the payment is due soon. I have a response from him on XX/XX/XXXX stating he was checking with Escalations on the status. I checked with him again in another week and he said it takes a little time for them. I have advised him as well as Escalations that I need to have my file reviewed prior to payment. XXXX told me I have till XX/XX/XXXX and could pay both payments. I was told that my email address was incorrect for Escalations. However, that now is over a month ago and I still do not have my file. I have also spoke with HOPE who is questioning a few things regarding the modification and wanted to also review my file which Shellpoint is aware of. My last email from XXXX stated he showed that Shellpoint had just sent something out to me but he could not view it but would email it to me once its updated in the computer. I assumed it was my file and have not heard back. As of today I still do not have my file. My legal advisor also advised me to contact the investor on a settlement amount if I were to do a lieu in deed which I have. I received a notice a few days ago from Shellpoint they are working on this request which I have sent which I believe was the letter to the investor. 

Today I received another Foreclosure from Shellpoint which is scheduled for XX/XX/XXXX which is only 12 days away. It has been 60 days since the Modification was sent and I do not have my file for my Attorney and the Attorney General and HOPE to review. If this was sent in a timely manner as requested this review would be complete for me to move forward. Also I was told I had till XX/XX/XXXX to make both payments assuming I would have had my file long before this. 


I have stated numerous times to Shellpoint expressing I do not want a foreclosure. I want to work with them. I have also worked with XXXX in regards to my options. I have stated I am in the home alone with health issues and this has caused me severe stress. I have phone calls from attorneys on my personal cell phone. I have people sitting outside my home, letters in my door. My neighbors telling me there are people on my property while I am gone. I DO NOT want this. I am willing to work with Shellpoint and expressed even to the investor that I will most likely do a deed in lieu. So why, Again are they sending a Foreclosure. They have never responded to my requests which I have a legal right to my file. I only asked to have the opportunity to have this reviewed legally and they will and have not honored this. 

I find Shellpoint extremely unprofessional to work with. Their lack of communication is exasperating and one department does not know what the other is doing ever. My mortgage is severely delinquent, however, I have knee high of paperwork to hold up in a court of law to show how desperately I have attempted to work with Shellpoint all this time. 

I am asking your organization to assist me with cancelling this Foreclosure and your assistance in obtaining my file to have it reviewed. And to find out how a foreclosure could be sent while I was recently sent a letter they were working on my request. Also, why was I told by my contact that I can make both payments in XX/XX/XXXX if this is not the case?

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