Consumer complaint received 2025-02-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: MI

Complaint narrative:
Because of unemployment, trying to start a new business, and not getting paid in a timely manner by clients, I fell behind in my mortgage payments and applied to NewRez LLC XXXX Shellpoint Mortgage Servicing for a modification of the mortgage on my principal residence. I have been trying my best to work with Shellpoints XXXX XXXX Department since XXXX of XXXX and have supplied them with everything theyve asked for, but they have been completely incompetent in handling this review, and now I have received a foreclosure notice from a law firm. Below are listed some of the problems Ive encountered : XXXX. My XXXX Point of Contact seldom returns phone messages and the call center employees Ive talked to dont have much knowledge and have often provided inaccurate information. 
XXXX. I have tried to work through the Shellpoint website, but some of it is non-functional, and it does not provide the information it purports to, such as the Status of my loan modification. The button that is supposed to provide that information is not working. 
XXXX. When I attempted to use the Contact Us function of the website, it told me a response could take up to XXXX days. 
XXXX. Lately, and as recently as yesterday, XX/XX/XXXX, I have been getting emails from Shellpoint that say theyve been trying to reach me and asking me to click on a button to show me a personalized video that will explain my options. However, when I click on that button, my computer security program warns me it is, a suspicious page that has been blocked for my protection. 
XXXX. It has been very difficult to obtain any reliable information from the XXXX XXXX Department regarding my loan. Often the information supplied is conflicting. 
XXXX. I mailed an application for a loan modification on XX/XX/XXXX2024, with all the requested forms filled out and providing all the information as instructed. 
XXXX. Since then, I have been routinely told I havent provided all the necessary information for a loan modification review. 
XXXX. The next communication I received from Shellpoint, after the application I mailed on XX/XX/XXXX, was an email on XX/XX/XXXX, stating they needed more documents to review my modification, followed by a letter with that same date and message. I also received another set of application forms in the mail. 
XXXX. I then tried to call my XXXX  Point of Contact, but was told she was unavailable. I made an appointment to talk to her, but she never called me. 
XXXX. When I did talk to someone at the XXXX XXXX Department, I was told that they needed the most current XXXX days of statements for my bank account, a Social Security Agency award letter, evidence of drawing a salary from self-employment, and a copy of my Income Tax documents. I had already mailed all these things, but I emailed updated versions on XX/XX/XXXX2024 to XXXX as instructed. 
XXXX. I was next told that the loan modification reviewers could not use the copy I sent of my Income Tax form because it was handwritten. I explained that was how I filed it. I was told I would need to get a copy of my taxes from the IRS to send to them. I couldnt understand how that would help, since handwritten was how the IRS received it. Also, I couldnt understand why they couldnt request my tax return themselves from the IRS since they had requested that I fill out a Form XXXX XXXX Request for Transcript naming them as participant, which I did, and I also signed, per their request, a Taxpayer Consent Form. 
XXXX. I finally talked to my XXXX Point of Contact on XX/XX/XXXX and was told they didnt have all the information needed for review. I was confused and asked her to send me an email stating exactly what was needed. She did, saying that they needed paystubs from my pension checks, an explanation of the deposits in my bank account, and Income Tax forms from the IRS, because the ones I sent were handwritten. I replied to her email with the documents she requested attached, including copies of my Income Tax forms again as I had filed them. I questioned how copies from the IRS would be any different than what I had sent already. 
XXXX. I never heard back from her. On XX/XX/XXXX, I received an anonymous email from Shellpoint saying they didnt have the necessary documents to review my loan modification request. 
XXXX. On XX/XX/XXXX, I finally got ahold of my XXXX Point of Contact and was told I could not send the documents to her email ; I needed to send them to XXXX, by XX/XX/XXXX or my modification would be denied. I resent the documents to that email on the same day, XX/XX/XXXX. 
XXXX. Several days later, I received a letter dated XX/XX/XXXX stating my loan was in default because I had not taken steps to resolve my delinquency. 
XXXX. I called the XXXX XXXX Department and finally talked to a helpful call representative who explained how I could go on the IRS website and request a tax transcript ( not a copy of my tax return ), which the reviewers would probably accept. I did that and sent the transcript to XXXX on XX/XX/XXXX2024. 
XXXX. On XX/XX/XXXX2025, I got ahold of my XXXX  Point of Contact and she said her computer was saying that my loan modification was pending, but my application was still not complete. Thats all she could say. 
XXXX. I then checked the Shellpoint website for a list of what documents were received and needed, and on XX/XX/XXXX and XXXX, I resent all the application documents to the loss mitigation email and also uploaded them via the Shellpoint website. 
XXXX. On XX/XX/XXXX, I checked the list on the Shellpoint website of Loss Mitigation Documents Complete and Not Complete. It showed most were complete, but it showed the Federal Tax Form, the Tax Consent, the Borrower Assistance Form, the Hardship Letter, the XXXX XXXX XXXX XXXX and the XXXX & XXXX Statement were Not Complete or Not Received. At the same time a button labeled View Uploaded Documents led to a list that showed all these documents had been uploaded by me. 
XXXX. I called the XXXX XXXX Department again on XX/XX/XXXX and eventually talked to a helpful phone representative. She said the computer was showing the loan modification was denied because the application was incomplete. She said apparently that was because my application was out-of-date. It must be signed within XXXX days of being complete. She suggested I just change the signature date on the XXXXpage application and re-submit it. 
XXXX. So yesterday, XX/XX/XXXX, I updated the application and re-submitted it by email and by uploading to the website. As of today, the Loss Mitigation page shows none of the necessary documents have been received except for the application. However, when I click on View Uploaded Documents it shows all the documents were uploaded on XX/XX/XXXX and XXXX, XXXX. 

Ive sent the above information as a response to the law firm that has threatened foreclosure, but I dont know what the outcome will be.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation