Consumer complaint received 2022-04-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
1 ) my mortgage was in a Covid forbearance from XX/XX/XXXX to XX/XX/XXXX, with XXXX XXXX, a.k.a. XXXX 2 ) in early XX/XX/XXXX, XXXX XXXX started the process for me to modify my loan so that I could resume my monthly payments XXXX ) in XXXX, I received a letter stating that my loan was transferred to a new servicer, Shellpoint Mortgage Servicing 4 ) in XX/XX/XXXX, I was contacted by my Shellpoint Mortgage Servicing " loan specialist '', who informed me that the only options available to me were to : pay the entire past due balance up front, or apply for a loan modification. I was told that resuming my monthly mortgage payment was not an option. I stated that my only realistic option was to apply for a loan modification. Once that information was relayed, I was told that Shellpoint Mortgage Servicing would have to send an assessor to my home for an interior and exterior assessment. I have never heard of that before, for a loan modification, but maybe it is common. 

5 ) I submitted my loan modification application in XX/XX/XXXX, only to receive a letter of denial from Shellpoint Mortgage Servicing that I did not meet the debt-to-income guidelines. I was given the option to submit a letter of appeal, along with supporting financial documentation to verify my ability to resume making my mortgage payments, by XX/XX/XXXX, and told that the documents had to be mailed directly to the XXXX XXXX for Shellpoint Mortgage Servicing 6 ) my letter of appeal along with all supporting financial documents was mailed, XXXX XXXX, to the XXXX XXXX I was given, however, I received a letter dated XX/XX/XXXX stating that my application for an appeal was denied due to non-receipt of the documents. I contacted the post office that received the package ( XXXX pages ), and they verified receipt of the package on XX/XX/XXXX. Turned out that no one from Shellpoint Mortgage Servicing had gone to check the mailbox. My " loan specialist '' told me to quickly email ALL of the documents to her, because time was going by. 

7 ) I had to pay money to compress the files to transmit successfully. From XX/XX/XXXX, I've received numerous emails from the " loan specialist '' requesting the same documents over and over and over again ( bank statements, paystubs, form 4506-T, etc ). This has gone on for 4+ months now. It is obvious, that from the very first package I sent back in XXXX, my information has never, ever been reviewed or processed efficiently. I am legally married, but separated. However, I receive the same amount of money from my spouse each month, in spousal support, that I've provided months of records for, yet, I keep being told that his income verification must be provided. He does not work a regular job, does not file his taxes, and his name is not on the mortgage, or anything else tied to my house. When I informed my " loan specialist '' of this information via email, she responded by saying that I would need to submit a signed letter of explanation from my husband statung why he does not file his taxes. I provided that letter,, along with another signed letter from my husband stating that he is committed to paying the designated amount of money each month, towards the household expenses. 

8 ) in XX/XX/XXXX, I obtained legal representation from an attorney with Georgia XXXX XXXX, and provided 3rd party authorization to Shellpoint Mortgage Servicing. My attorney informed me from the very beginning that if I have bank records of money consistently received from my spouse, who is not an occupant in the home and whose name is not on the mortgage, that it is not reasonable to demand income verification from him XXXX ) Shellpoint Mortgage Servicing gave a list of the SAME documents needed from me, to process a new application for modification. From XX/XX/XXXX to today, XX/XX/XXXX, Shellpoint Mortgage Servicing continues asking for the same documents over and over and over again. As of two weeks ago, my attorney received another email from the " loan specialist " that Shellpoint Mortgage Servicing would need to schedule another interior and exterior assessment of my home. Why is this necessary, when the most recent assessment was completed less than 6 months ago? Additionally, whilst I am being reviewed for a loan modification and being represented by an attorney, Shellpoint Mortgage Servicing sent me a letter from their attorney 's office at the beginning of XX/XX/XXXX stating that foreclosure has been filed and a sale date has been set for XX/XX/XXXX. Why would foreclosure be filed while I am in an active review for a loan modification? 

10 ) Today, XX/XX/XXXX however, this same " loan specialist '' requested XXXX and XXXX tax returns from my husband, along with a new 4506-T that both he and I sign, and recent bank statements/pay stubs from me - after I already stated that he does not and has not filed his taxes ( in years ), and that I have no knowledge of the source of his income. Additionally, I have already provided months and months of bank statements, profit and loss statements and paystubs. How many more months will the same documents keep being requested am? Also, I am now being asked for bank records of where my paychecks are directly deposited, when I've already provided copies of my paystubs themselves. 

It is obvious that Shellpoint Mortgage Servicing is being operated by unprofessional, untrained individuals who are seeking only to discourage homeowners who are experiencing hardship, and continue demanding the same documents repeatedly because they are not processing documents received in a timely, organized manner. I deserve the chance to prove my ability to make my mortgage payment.

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