Consumer complaint received 2023-08-30
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
I wrote the company and have called them and the company who handled my partial claim. My loan has since been transferred and they have no history and documentation. They asked me to send a letter to loan servicing and they have 7 business days to get back to me and then another 30 to investigate. I asked for the below letter. I need this letter in a timely process. I am applying for a loan and a refinance and the mismanagement from Newrez and XXXX XXXX is really terrible. 

-I applied for loss mitigation at the end of my covid forbearance. I was approved for a standalone partial claim and XXXX said they were sending it out and I need to sign and send it back. 
XXXX sent the document to the wrong address and I never received it, so they stated the foreclosure process. 
-I immediately contacted them when I received the foreclosure letter and they assured me that everything would be fine butt that I needed to sign the SECOND standalone partial claim and get it back to them. I did and my loan was made current and foreclosure cancelled. 
-I am now applying for a new loan and they are refusing to lend to me until I get a letter below stating that XXXX made this mistake, and they refuse to give me this letter or admit fault. 
XXXX has refused to give me documents, refused to let me speak to supervisors, -One person in loss mitigation at XXXX named XXXX refused to let me speak to a supervisor, wouldn't let me wait for a supervisor, and told me it was all my fault and I had no protections that would not be giving me a letter. 

-I made multiple attempts to contact supervisors. They were always busy or no one can find them. They bullied me in to not waiting. 

Consumers have to have a better access to historical timelines and a better path to resolution on all of the clearly mishandled covid 19 forbearance and partial claims. These lenders were paid to offer us these programs, and by no means should consumers have to suffer because a lender poor handled the communication process. It is unacceptable. 

THIS IS MY LAST EMAIL AND REQUEST TO MY LENDER. If I don't get this I will be forced to pay more money or delay purchasing and refinancing until time has fixed XXXX mistake. It is not right for people to be treated this way. 

I am following up on my request below. 

I need a letter from Newrez or XXXX stating the below information by the end of the week. I have updated the request based on the documents I have been able to extract from my multiple calls to Newrez and XXXX. I have also filed a complaint with the CFPB about the mishandling of this process, the lack of historical information in the transfer of my loan, and your refusal to assist your customer. If I don't receive this letter by tomorrow XX/XX/XXXX this will cause additional damages on my end and have spoken to an attorney who says this is not uncommon and we will be seeking next steps in the legal process. 

" ________ was in a Covid Forbearance and at the end of that forbearance she applied for loss mitigation and was approved for a covid 19 partial claim. We sent the partial claim to the wrong address and the delay getting the documents back, that she never received, triggered the pre foreclosure process. This was an error on our end. She received, and signed the standalone partial claim and her account was brought to good standing. Any delinquent payments reported from the end of XXXX through when she started paying regular payments on XX/XX/XXXX were for her forbearance and should be reported as current on her credit report. ''

Company response to consumer: Closed with explanation