Consumer complaint received 2023-10-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
This is a complaint against Newrez/Shellpoint for their deceitful and predatory practices with an intent to delay, deceive, misrepresent and provide no timely resolutions. 
Newrez/Shellpoint provided a three ( 3 ) months forbearance from XXXX. Prior to the due date of XX/XX/XXXX, I attempted to reach Newrez/Shellpoint multiple times to discuss available options including payment deferment because I was able to resume my monthly payments as of XX/XX/XXXX but unable to pay close to {$14000.00} all at once. 
Despite of my numerous attempts to timely resolve, Newrez/Shellpoint never responded to my numerous calls prior to the due date of XX/XX/XXXX with an explanation that the assigned point of contact XXXX XXXX can not call back and is unable to make an outbound calls for some reason my system continues to suppress the call ( see emails dated XX/XX/XXXX and XX/XX/XXXX -exhibit 1 ) Only after I emailed XXXX XXXX stating that I would lodge a complaint with DFS ( my prior requests before the due date all ignored and as I also submitted a questionnaire through the portal and emailed the mitigation team through the secure dashboard on my account for Shellpoint and as I received a message that I would be contacted but I had not been once called back until after the deadline of XX/XX/XXXX had passed ), I received a response with a pre-approval dated XX/XX/XXXX. 
The said pre-approval email dated XX/XX/XXXX stated that my balance that had been accumulated during the forbearance would be placed at the back of the loan inclusive of the XXXX payment and contingent on the escrow shortage payments projections. 
However, Newrez/Shellpoint never intended to resolve as I was told to withhold my XX/XX/XXXX payment because Newrez/Shellpoint misrepresented that it would be applied to the back of the loan and that the amount of payment would change slightly from my regular {$3700.00} to around {$3700.00} subject to final approval. 
On XXXX XXXX, 12 days past the deadline, I received an urgent call that Newrez/Shellpoint can no longer process the payment deferment and would not allow me to resume my monthly payments because you have exhausted the deferment option previously on XX/XX/XXXX you received a 21 month deferment this is the maximum allowable for covid hardship which was known to Newrez/Shellpoint as an event that occurred a year and a half ago and known to Newrez/Shellpoint before providing a pre- approval dated XX/XX/XXXX which was contingent on the escrow disbursement payments. 
Because of Newrez/Shellpoint intentional tactics of not discussing any options before the due date ( after coming out of a 90 day forbearance ), ignoring calls and based on Shellpoint intentional acts inclusive of unable to make an outbound calls for some reason prior to the due date of XX/XX/XXXX and a delay known to Shellpoint to be deceitful as they now claim that the account is close to 120 days in default with an imminent foreclosure.

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