Consumer complaint received 2020-07-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
I have received the Shellpoint/NewRez letter dated XX/XX/XXXX in which Shellpoint provides false and misleading account of events and attempts to manipulate the numbers in order to avoid the liability of charging me a fee for the forbearance request and not providing the requested six month coronavirus forbearance extension. I will answer point by point to expose their fraudulent attempts : 1. Shellpoint states that our records show that the homeowner applied online via our web portal for Covid-specific mortgage assistance on XX/XX/XXXX ... and on XX/XX/XXXX we approved a three ( 3 ) month forbearance same day. This statement is false as I was repeatedly informed while waiting on approval that if I did not make a monthly payment due on XX/XX/XXXX, I would have been in default and would not qualify for the forbearance. I went out of my way to make that payment amidst the worst part of the coronavirus outbreak in XXXX. In fact, I contacted ShellPoint and NewRez in regards to coronavirus induced hardship multiple times, in writing, starting on or about XX/XX/XXXX. My requests were first ignored and then reduced to 3 months forbearance. The three months forbearance was approved on XX/XX/XXXX. Please refer to their initial email sent to me on XX/XX/XXXX stating that the forbearance was approved. ( See attached Exhibit 1 ) 2. Despite of the fact that Ive never missed a single payment, Shellpoint/ NewRez charged me a fee of {$7300.00} on XX/XX/XXXX. My payment history is as following : XX/XX/XXXX received on XX/XX/XXXX ( due XX/XX/XXXX ) XX/XX/XXXX received on XXXX XXXX ( due XX/XX/XXXX ) XX/XX/XXXX received on XXXX XXXX ( due XX/XX/XXXX ) ( See Exhibit 2 ) So why does Shellpoint/NewRez is charging me {$7300.00} due on XX/XX/XXXX? ( As I was explained, that was a forbearance request fee which I found to be outrageous. I took a screenshot of their website that clearly shows my last timely payment made on XX/XX/XXXX due ( XX/XX/XXXX ) and shows a payment due of {$7300.00} on XX/XX/XXXX ) ( see attached exhibit 3 ) 3. Shellpoint/NewRez provided NO plausible explanation as to why they offered and promised ( confirmed by email ) the payments on forbearance are to be paid off at the end of the loan in a lump sum. and then failed to add it to the written agreement upon my multiple requests in writing ( see my original complaint ). 
4. Shellpoint/NewRez statement as to Please note, per the homeowners request for extension, on XX/XX/XXXX, we have initiated the process to extend the forbearance period for another three months. is completely misleading. I have contacted Shellpoint/NewRez multiple times to request a 6 months additional forbearance which Shellpoint / NewRez purposefully failed to address while playing cat and mouse  games. Besides communications, here is a written record of my communications pertaining to additional extension ShellPoint/NewRez ignored : A. XXXX XXXX communication and email to Ms XXXX ( request ignored, see attached exhibit 4 ) B. XXXX XXXX follow up with Ms XXXX ( request ignored ). 
C. XX/XX/XXXX communication and email to Ms XXXX ( request ignored ). 
D. XX/XX/XXXX communication and email to XXXX   XXXX XXXX XXXX XXXX, XXXX. ( All requests ignored ) E. Identical requests on XX/XX/XXXX and XXXX sent ( See attached exhibit 4 ) As of today, Shellpoint/New Rez did not : *address my request as to a 6 ( six ) months extension on a forbearance *did not justify nor explain accessing {$7300.00} on XX/XX/XXXX when all my prior payments were timely ( it appears that Shellpoint /NewRez increased my monthly payment amount during the forbearance but their numbers still do not match up to their misleading explanation as they now claim that they did not charge me the forbearance fees ) *did not include the discussed terms as to the payments on forbearance are to be paid off at the end of the loan in a lump sum. in the written agreement as agreed upon with their Loss Mitigation Team representative Ms XXXX.

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