Consumer complaint received 2019-07-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
This complaint is being filed against SHELLPOINT MORTGAGE NewRez LLC dba Shellpoint Mortgage Servicing XXXX. XXXX XXXX XXXX, SC XXXX Main Office NMLS ID # XXXX This complaint is on behalf of XXXX XXXX XXXX aka XXXX XXXX XXXX This loan is currently in default. XXXX XXXX was and is currently a victim of XXXX XXXX and XXXX XXXX XXXXe. This is documented with the XXXX XXXX Police Department, XXXX XXXX County Sherrifs Office, the XXXX XXXX District Attorney 's office and there is a current investigation that is in process with the XXXX XXXX County Board of Supervisors-XXXX XXXX 's office. Shellpoint Mortgage neglected to send to us at the correct address the latest Notice of Fault and did not properly inform the Trustee of the correct mailing address. On XX/XX/2019 I spoke with Shellpoint Mortgage and was advised that the fastest way to work with Shellpoint on options to include modification or a mortage pay down would be to fill out the Shellpoint application on line. I set up an on line account and discovered that Shellpoint Mortgage has TWO people that I do not know nor have I heard of that are attached to my loan. XXXX XXXX XXXX and XXXX XXXX. In attempting to fill out the loan paperwork on line i was prompted to disclose the income of these two individuals. I do not know these persons and they have never been authorized to be on this loan or to access my personal information which I now am convinced these people have accessed my personal information with Shellpoint 's unauthorized consent. On XX/XX/2019 my POA XXXX XXXX spoke with XXXX at the Shellpoint customer service center. XXXX informed XXXX that XXXX XXXX XXXX was a debtor from a bankruptcy which I have no knowledge of. XXXX also informed XXXX that she could not locate any information on XXXX XXXX and could not provide an explanation of how or why this person is now on my loan. XXXX was then transferred to XXXX in the Loss Mitigation Department of Shellpoint Mortgage. XXXX could not provide any additional information as to why these two individuals are now on my loan. XXXX was informed that a complete loan package was sent to me on XX/XX/19. XXXX then told XXXX to print out the information and fill out the forms anyway and fax them to Shellpoint. XXXX was then told that it would take up to 48 hours to process. XXXX asked XXXX what to do as there are TWO unauthorized persons on my loan profile and she was strongly advised to fill out everything on line for faster processing. How can we fill out the paper work and be given fair and complete consideration when there are two people on my loan according to Shellpoint that I do not know?? XXXX said that there was nothing else that they can do. XXXX then asked to speak with a supervisor. XXXX was then told that the supervisor, XXXX XXXX, was unavailable and had to leave a voicemail. XXXX did so and expressed that this was an urgent situation. It is not 24 hours later -- NO CALL. Shellpoint Mortgage has left me unable to complete the homeowner assistance process as there are TWO people on my loan file that i do not know. I am unable to proceed as I have to fill out income information for them and I do not know who they are! Shellpoint is taking no responsibility for this error that is detrimental to my request to have fair consideration to save my home of 30 years. I need help as this is unfair and unehtical!

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation