Complaint Review: Shellpoint Mortgage Servicing

 We have been trying to get a loan modification with Shellpoint for at least the last 1 1/2 years now. We have submitted every document that they have asked us to, over and over and over again. They always claim, through letters and by phone, that they never received the documents, that they need more, or that they are outdated. When we are notified by phone, it is never the Account Manager, only a rep that has no power. The rep never understands why they are calling us for needed documents, because they always end up seeing and having the documents already that they were originally calling for, and then they do not understand why the Account Manager noted that on our account in the first place. Yet since they have no power to change the status on your account or move forward with your loan modification, you once again get nowhere, because they then state that only the Account Manager can change the status. They have time and time again noted our account, and also emailed the Account Manger, that he needs to call us directly because the rep does not see any missing documents. They scheduled a time and date appointment more than once, and the Account Manager never calls you even after that! Due to this, our loan modification has been started, ended and restarted again and again. They have not let us make any payments, so we are severely behind on our mortgage because of that. They suspended our ability to make any payments online, and said that the only way to pay is by phone, and to only our Account Manager, who you can never get ahold of, only voicemail! The few times I have actually talked to him, he wouldn't accept our payments...stated let's wait for the loan modification to go through first, which during that process that never gets to the end to even get a loan modification, they also continue charging us late fees! At this point,we are so far behind, that we do not have the full balance owed for the mortgage payments, late fees and escrow account fees. They have also noted several Legal Fees that they have charged us for on our account as well. I feel as if it is a game they have been playing on us to make us even further behind so that they can foreclose and take our house from us. They have now set a foreclosure sale date for this month, and we of course don't want to lose our house. Oh and by the way, on top of it, they just changed our Account Manager to someone else! We need help!