Consumer complaint received 2021-10-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
-- -- -- -- -- -- -- -- -- >URGANT Auction Schedule XX/XX/XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX, 2021 In XXXX, complete the loan modification application payment trial payments and signed a public notary for completing the loan modification. 

XX/XX/2021 I attempted to making a payment, however the automated payment system did not allow the transaction to go through. 

Shell Points reason was because there had been a mistake, on their side, on the loan amount by one cent, in addition, I would have to resign the notary documents once more.

They stated, one month after signing the notary its considered processing time, so I wouldnt have to make the payment at all.

They said I would have to wait for the documents to arrive, and that they would have to make a new order for the notary to me with me. 

XXXX, 2021 After two weeks of waiting for the notary, I called Shell Point and to see when the mobile notary will contact me.

They checked their system, only to tell me that the order did not go through and will have to make a new request. 

XXXX XXXX, 2021 I attempted multiple times to contact them by email and phone to arrange an appointment with the notary, but they never provided me with a set data and time to meet with the notary. 

XXXX XXXX, I made another attempt to contact ShellPoint to schedule an appointment with the notary, they said that my point of contact will reach out me.

My relations manager, XXXX XXXX XXXX, asked me if I can get the documents notarize myself. 

They stressed that the notary MUST come from ShellPoint, I didnt feel comfortable with that arrangement, so I made a call to request a face-to-face appointment with the mobile notary. 

After finally being able to reach out to the notary, I was told the request for the notary was canceled and that I would have to call to schedule a new request. 

Additionally, I was told that I would have to restart the loan modification process for a second time because I didnt sign the notary documents on the same date the mobile notary arrived at my house. ( I was not available at my home at that time. ) A ShellPoint representative told me that I would have to restart the process and all my information would be updated over the phone, and if there was anything missing the point of contact, Mrs. XXXX will contact me. 

XXXX, 2021 I called ShellPoint to check on the status on the new loan modification paper work that hadnt arrived yet ; another representative said there was no request, so I had to apply again for the second loan modification over the phone. Again, I was told that Mrs. XXXX will contact me between 10-15 days for any missing documentation. 

After XXXX weeks, I reached out to my Relations manager because I still had not received any loan modification application paperwork ; besides my regular billing statement from ShellPoint.

I called and talked to Mrs. XXXX and asked about the loan modification application that was supposed to be sent out since XXXX. During our conversation, Mrs. XXXX seemed fully unaware of my situation, and was not able to produce any of my loan information, not even my loan number. 

After some time, Mrs. XXXX said I would have to reapply for the loan modification one more time because there was no information in their system, however she stated that there was no guarantee that I would be reapproved, since the auction had been schedule for XX/XX/2021. 

We have been going back and forth sending documents, correcting ShellPoint errors, such as incorrect loan number ( see email correspondence with Mrs. XXXX attached ) Shellpoint has been exhausting time against the auction date. 

XXXX XXXX has claimed that she has spoken to my HUD Housing Counselor, XXXX XXXX, stating the she has made multiple attempts to contact the homeowners, but the homeowner was not available. But this is false information. XXXX XXXX, or any other XXXX XXXX, has been able to get in contact with her. 

XXXX XX/XX/2021, We were told that even if we were to send all the documents we will still not be approved because we can not apply for a loan modification two times within a 12-month span. 

Since XXXX until this date, nobody mentioned that we would not be able to be approved for a second loan modification, nobody presented any additional Loss Mitigation options, and therefore Mrs. XXXX led us to believe that would could still apply for a loan modification. 

Without any warning any attempts to contact us we got served with an auction notice taped to door, which in the following day got informed from ShellPoint about the auction schedule for XX/XX/2021. 

On XX/XX/2021, around XXXX XXXX a ShellPoint representative from the Loss Mitigation department, XXXX XXXX, called me asking hundreds of questions attempting to get information regarding the loan modification, additionally, she said that I could file a dispute letter on XX/XX/XXXX, but because of the review process takes time it would be guaranteed that review process would be expedited with my home still being sold on XX/XX/XXXX. 

They said the only thing I could do is pay my total balance on the house. 

I truly believe that shellpoint mortgage does want to honor their mistakes and make me pay the price. 

I file for a loan modification. 

I passed the trial period for the loan modification process by completing my payment on time. 

I signed the documents with the public notary. 

ShellPoint mortgage made a mistake on the loan amount by ONE CENT.

ShellPoint had been misleading since XX/XX/XXXX until present time assuring the because mistakes were on their side and we signed the previous documents with the notary and that we are cover and have been taken care of. 

-- -- -- -- -- -- -- -- -- >URGANT Auction Schedule XX/XX/XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- ----

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