Consumer complaint received 2018-06-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
We the Borrowers XXXX and XXXX XXXX are fighting to save our home Shellpoint Mortgage Servicing have help with any assistance to our issues. 
The last complaint was sent by Shellpoint Mortgage stating they offered us the Borrowers XXXX and XXXX XXXX was a payment plan of one payment of {$25000.00} on XX/XX/XXXX. 
Yes the phone hung up and I called the number back for XXXX XXXX XXXX she never answer I have phone records. 
A XXXX XXXX XXXX XXXX. Sent over copies of the Dodd-Frank forms and documents associated with the Mortification process. 
When I called XX/XX/XXXX I was told to resend to escalation department and contact customer service. 
Texas senator XXXX office has this same complaint with the same format of documents sent from Shellpoint Mortgage. 
Texas Attorney General office has this same complaint with the same format of documents sent from Shellpoint Mortgage. 
CFPB 1. If SHELLPOINT MORTGAGE KNEW THEY WAS NEVER GOING TO ALLOW ANOTHER MORTIFICATION WHY WAS THIS NEVER SENT IN WRIITING? 

2.IF SHELLPOINT MORTGAGE KNEW THEIR REGULATIONS AND GUIDELINES WAS MANDATORY FOR ACCOUNT XXXX TO NEVER ASST WITH HELP WHY THEY FAIL TO INFORM US THE BORROWER IN WRITING ON XX/XX/XXXX? 

3. WHY DID SHELLPOINT MORTGAGE GIVE US ON XX/XX/XXXX PRINTED FROM SHELLPOINT MORTGAGE LETTER HEAD STAMPED POST MARKED FROM XXXX XXXX FROM SHELLPOINT MORTGAGE XX/XX/XXXX, WRITTEN LETTER STATING PLEASE SEND ALL DOCUMENTS AND COMPLETE THIS INFORMATION BY XX/XX/XXXX AND GIVE US A NEW POINT OF CONTACT XXXX XXXX? 
ON THESE DOCUMENTS THE QUESTION ABOUT IF THE HOME WAS FOR SALE TO PLACE A FORECLOSURE TO WHOM ADVANTAGE? 

4.THAT LARGE WHITE ENVELOPE DID GET TO MY HOME UNTIL XX/XX/XXXX. DEMANDING THAT THESE DOCUMENTS ARE DO THE SAME DAY? 

5.SHELLPOINT MORTAGE SERVICING HIRER A TEAM TO DO A APPRASIER ON OUR HOME AND STATED A TON OF FALSE INFORMATION. 

6.THE APPRASIER COMPANY STATED THIS AREA DID NOT FLOOD .CAUSE HURRICANE HARVEY WE HAVE VIDEO SHOWING OUR SUBDIVISION DID FLOOD AND THE ENTIRE XXXX  XXXX IN FROMT OF THE SUBDIVISION FLOODS. 

7.THE APPRASIER COMPANY STATED THIS WAS A GATED COMMUNITY AND 4 GATES WAS LOCK SO NO ONE FROM THEIR OFFICE CAN GET IN THE SUBDIVISION .THATS A LIE AND THATS FRAUD ON SHELLPOINT MORTGAGE SERVICES PLACING THAT ON OUR ACCOUNT XXXX. 

8.INSURANCE FRAUD AND PENALTIES COST FROM THE STATE OF TEXAS {$25000.00} EACH SHELLPOINT MORTGAGE SERVICING HAS A REGULATORY PROCESS TO SHOW FULL HOMEOWNER INSURANCE FOR THE LOCATION OF XXXX XXXX XXXX XXXX XXXX TX . XXXX .WINDSTORM/HAIL MANDATORY LOCATION IN XXXX COUNTY SHELLPOINT MORTGAGE FAILURE TO COMPLY NEVER PLACED OR SENT OUT ANY WARNING LETTERS SHOWING A NEED TO PLACE WINDSTORM /HAIL TO COVER THE DAMAGES FROM HURRICANE HARVEY. 
9.SHELLPOINT MORTGAGE CRATED THIS ISSUE WITH US THE BORROWER BECAUSE SHELLPOINT MORTGAGE KNEW AND HAS KNOWN THAT THE ENTIRE AREA FLOODS AND WHATS TO GET RID OF AND OUT OF ALL THE HOMEOWNERS THEY ARE SERVICING IN THIS SUBDIVISION WITH XXXX XXXX XXXX ASAP .

10. SHELLPOINT MORTGAGE SERVICING HAS COMMITTED FRAUD AND DISCRIMINATION AND FALSIFIED DOCUMENTS ON OUR LOAN XXXX. 
WE HAVE PROOF OF THE DOCUMENTS. 
11.SHELLPOINT MORTGAGE IS FIGHTING AGAINST US XXXX AND XXXX XXXX BECAUSE WE CONTINUE TO CONTACT GOVERNMENT AGENCIES!! 
12.XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ) BORROWER 13. XXXX XXXX ( XXXX XXXX ) BORROWER 14.XXXX XXXX ( XXXX XXXX ) NON-BORROWER 15.XXXX XXXX ( XXXX XXXX ) NON -BORROWER 16.XXXX XXXX ( XXXX XXXX ) NON-BORROWER 17 . WHY DID SHELLPOINT MORTGAGE STOP THE FIRST FORECLOSURE XX/XX/XXXX KNOWING AND KNEW WE THE BORROWERS XXXX AND XXXX XXXX NEVER QUALIFIED FOR ANY MORE MORTIFICATIONS AND THAT A AGAIN DEMAND FOR ONLY {$25000.00} IN CASH TO BRING THE LOAN CURRENT? 
THANK YOU

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation