Consumer complaint received 2020-05-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: MI

Complaint narrative:
*** ( Please Note : Point of contact is the assigned person in loss mitigation to my file. The point of contact is also referenced as she and her in this letter. ) Ive experienced continuous unfair treatment with Shellpoint Mortgage Servicing ( NewRez LLC dba Shellpoint Mortgage Servicing ) through my point of contact. The discrimination occurred  while working to receive a loan modification for my mortgage. The concerns havent been addressed by Shellpoint Mortgage Servicing after several complaints to management and allowed to continue. 

Ive been trying to receive a modification, following up constantly, emailing, calling, and submitting all requested documentation. Ive been in this process since the beginning of XX/XX/2020. Ive went long periods of never receiving an update to the file even with my point of contact having two telephone numbers and an email address to directly reach me. During this process, Ive received updates to new requirements to my file by talking to random Shellpoint representatives not assigned to my loan. Due to my point of contact not responding. 

The point of contact has never informed me of loan modification options that Im pre-qualified for from the investor that have more beneficial terms ( such as a lower interest rate and lower monthly costs ). The point of contact/loan modification specialist for Shellpoint Mortgage Servicing has withheld program details from me and attempted to steer me into less favorable loan terms. She has present this as my only option which isnt true and I learned of this by speaking to another Shellpoint Mortgage Servicing representative on XX/XX/2020. The discrimination was from the beginning of the loan modification process and has continued to worsen with my complaints. My point of contact within the loan modification department of Shellpoint Mortgage Servicing is retaliating against me based on my complaints Ive made. I believe her retaliation is furthering my adverse loan circumstances after the complaints, due to discrimination, unethical behavior that doesnt meet fair lending requirements, and redlining. 

The point of contact, has held my file back from underwriting which has caused me not to receive the required assistance I need to get caught up with payments and save my home from adverse conditions and or foreclosure. I submitted all the required documents and my loan was truly never submitted timely/correctly by the point of contact. 

My point of contact, has purposely tried to steer me into what I have learned on XX/XX/2020 is a CMOD which has the highest monthly amount which shes aware I cant afford. The CMOD doesnt have a reduced interest rate and a higher monthly payment amount of {$1400.00}. She has never once informed me that there are different loan modifications that Im pre-approved for such as the streamline and Flex MOD. 

I learned about the streamline loan modification that wouldnt require documents first on XX/XX/2020 by another Shellpoint representative that isnt assigned to my file. Even after learning of the streamline option, the point of contact was attempting to hold up my process and I have email correspondence of her requiring documents to be signed after XX/XX/2020. I requested due to COVID-19 that I could final sign documents with the loan modification due to not having a working printer and state on lockdown. This was denied by my point of contact, even with receiving every requested document by underwriting she chose to hold my loan for any reason she could that wasnt a true requirement of review. 

The point of contact never informed me of the FLEX MOD which was pre-approved by the investor for {$1100.00} and a reduced interest rate of 3.375 % and term of 480. Shellpoint Mortgage Servicing isnt  adhering to XXXX XXXX guidelines for individuals experiencing hardships based on COVID-19. The point of contact has been deliberately discriminating against my loan modification process which is jeopardizing my home. I ask why would a point of contact in the loan modification department withhold the most affordable option from a concerned homeowner experiencing hardship during a global pandemic. 

She has deliberately told me information that isnt factual that Ive learned of on XX/XX/2020. She told me that the higher payment of {$1400.00} would be required for three months. That the investor requires a higher payment to see that you are serious about retaining your home. This isnt the case and was a deliberate act of presenting false statements to steer me into a program that is a totally different modifications. The only program she offered was actually higher that my payment prior to applying for a loan modification. 

She has chose me to single out to try to make it impossible for me to afford a plan. She also told me that the information would be delivered from XXXX within a few days. I have learned that no modification plan has been finalized and nothing was ever sent via XXXX. I also learned on XX/XX/2020 that CMOD arent the standard modifications and most people are being submitted to and that representatives are submitting borrowers to FLEX and streamline programs in which she has never offered me weeks and almost two months into my process which has been delayed purposely by the point of contact. I also learned XX/XX/2020 that my loan modification must have been submitted/approved by XX/XX/2020 to be eligible for a XXXX trial period start. As stated before, she told me that I was already approved which isnt the case and my trial period would start in XXXX. 

Ive also learned nothing is missing from what I submitted, however my loan modification was sent back to the point of contact due to corrections on her submission which she has never complete of missing information of trial to start and summary notes. Two items that she could easily do and are her responsibility, however she has chose not to so she could continue to derail the assistance Im so desperate in need of.

Ive requested for my point of contact to be changed a few times which has never been done. I requested that of her manager & her managers manager step in directly to correct the deliberate  mistreatment Ive faced. I requested my point of contact be changed and she isnt able to adversely affect my process to save my home any longer. I requested that Shellpoint Mortgage Servicing investigate all recorded calls, emails, and notes. Im not aware of any of these actions I requested ever being completed to help me. 

I shouldve never experienced such deliberate and unfair actions to block the process of a successful loan modification. 

The managers of my assigned point of contact as well as other Shellpoint representatives have received several correspondence from me regarding my issues and complaints which nothing has been resolved. This is why Im filing the complaint. Ive never experienced such outright and deliberate discrimination in any lending experience prior to this loan modification application. Its really discouraging to not have any assistance from management to stop an individual from purposely trying to cause a further hardship, force a homeowner into foreclosure, purposely withhold program options that are more beneficial that Im pre-qualified for by the investor. 

I requested that a formal complaint be made within Shellpoint, but I dont believe they ever did anything regarding the complaint request either. 

Shellpoint Mortgage Servicing should provide all available options and fair loan terms to all borrowers regardless of color, disability status, and areas in which they reside.

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