Consumer complaint received 2016-11-29 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
XX/XX/XXXX The Honorable XXXX XXXX XXXX Attorney General of California Attorney General Office Service on The Attorney General California Department of Justice Attn : Public Inquiry Unit XXXX. XXXX XXXX XXXX, CA XXXX XXXX : XXXX XXXX XXXX , XXXX. 
Trustee Sale No. XXXX Dated XX/XX/XXXX Dear Attorney General XXXX, My wife and I are both XXXX I am XXXX years and has been living in this house since we sold our beautiful home at XXXX, and moved on XX/XX/XXXX to this house at XXXX XXXX XXXX XXXX, XXXX , in order being close to our XXXX grandchildren who spend most of their school holidays and weekend with us. There have been unforeseen circumstances during past and changes due to housing market, our health condition and hardship problems since XX/XX/XXXX and today our home is scheduled to XXXX XXXX XXXX, XXXX. Trustee sale No ; XXXX assigned by Shellpoint servicer on XX/XX/XXXX and we have to vacate it as soon as following the sale auction. Even though considering this was our dream house, and our life investment, retirement since working after the completion of engineering graduate school but by losing this home we have no place to go and having trouble to rent due to the damaged of our credit history and under our personal condition it takes at least 6 months to find the proper place to move. We would certainly appreciated the assistance of Honorable Attorney General to review summary of our story as outlined below : 1. On XX/XX/XXXX XXXX mortgage start processing our application for Modification. On XX/XX/XXXX XXXX XXXX XXXX stated to continue with Home Loan Modification ( HLM ) since took over XXXX. 

2. Despite to our expectation we have experienced lengthy delays processing the HLM. The reason : Repeatedly submit and resubmit same documents over and over again. Finally to reduce and fix our contact with many XXXX XXXX XXXX employees in charge, XXXX XXXX XXXX introduced us XXXX XXXX as a Customer Relationship Manager ( CRM ). 

3. XXXX XXXX XXXX keep changing our CRM and we have to restart same process again and again due to loss of previous paperwork, transferring our file between various departments etc. There have been many CRM changes since XX/XX/XXXX. After XXXX XXXX introducing XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. 

4. The next thing that we receive, posting another foreclosure sale notices, despite knowing that our home would not be foreclosed on while being considered For a loan modification and transferring our mortgage ( twice ) back and fort to XXXX servicer. Therefore under the new HLM announcement by the department of Justice and State Attorney General, On XX/XX/XXXX XXXX XXXX XXXX contacted us and agreed to work on the new HLM and stated that a significant principal reduction and reduced monthly payment by average of 35 %, may be applied. But again we did not experience any result consequently. 

5. Under the National Mortgage Settlement, homeowners who were wrongly under foreclosure act and new modification relief law, I have contacted to the Honorable Attorney General of California XXXX XXXX XXXX. The Attorney General appointed Professor XXXX XXXX XXXX XXXX of XXXX XXXX, to assist and monitor and oversee the bank services. We have contacted to XXXX and authorized XXXX XXXX XXXX to communicate with the California XXXX, about our HLM file. 

6. Professor XXXX and her team assisted us for many months and did everything to come up with HLM solution. It seems XXXX XXXX XXXX did not cooperate. Finally Professor XXXX advice us that XXXX XXXX XXXX is not willing to modify our loan but wanted to pay {$20000.00} / deed in lieu, and recommended if you wanted to

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation