Consumer complaint received 2023-07-25
Company: Shellpoint Partners, LLC
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am a XXXX XXXX XXXXXXXX XXXX veteran who bought my home with a VA loan serviced by New Rez dba Shellpoint. I am contacting you because I am extremely frustrated at the lack of communication by my servicer and feel that I am on a path to foreclosure because of this situation. I am a first time homebuyer and extremely grateful that the VA gave me the financing so I could purchase this manufactured home. However, a few months after the loan closed my family was impacted by Covid and a number of unexpected financial problems such as benefit garnishment and unexpected damage to my home. I tried to discuss this situation with the New Rez agents to explain what was going on but could never get a straight answer or any type of follow up. I do not have an assigned point of contact and have never received a returned phone call despite 22 different voice mail messages to their office. Their agents seem robotic and can never give me a straight answer. It is beyond frustrating and I am just trying to find a way to fix this matter with my servicer so that I can get back on track with my mortgage payments. I am concerned and looking for some help to get New Rez to work with me and follow VA loan guidelines. 

I served my country proudly in the XXXX for six years. Unfortunately I suffer from XXXX and was deemed XXXX XXXX XXXXXXXX and unemployable in XXXX. I was able to purchase my home in early XXXX but not long after I closed on the loan my family was impacted by XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX and had no one to take care of him so I had to travel back to help and after he passed I had to cover some of the funeral expenses. In that same month my daughter was sick with XXXX as well and then was a victim of XXXX XXXX and I had to help her out to get her into a safe situation. This took a huge chunk out of my income and the little bit I had put aside. Next I found out that due to an error the VA was garnishing my benefit which is a situation I am working on. 

The situation was made worse when I discovered that there are major problems with the foundation for my manufactured home and that there are repairs that need to be done. All of these issues added up and I found myself in a difficult place financially. I began contacting New Rez in XX/XX/XXXX to find out what options may be available to help me because I was not sure I would be able to make the next month 's payment. I talked to an agent XXXX who said I may qualify for a forbearance and they would get back to me. I would see that New Rez called me but they never left a message. When I would call to speak with her or someone else I would always get a recording. I also researched the emails for New Rez staff and sent out inquiries via email and no one responded. I spoke to another agent who had no idea what was going on but said that the VA does not allow for late payments to be deferred but told me I could apply for a loan modification. She told me they would send out paperwork, and it has been two months and dozens of phone calls and emails and still no package. I spoke to XXXX who said he was having the supervisor look into my case and they would call me back. This never happened. I don't know if I have a forbearance plan, I have not received any confirmation or any notifications. 

At this time I am in limbo with New Rez and about {$6000.00} behind in missed payments. My hardship will be resolved and I can resume making payments in XXXX but need the lender to work with me.

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