Consumer complaint received 2025-07-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
I have lived in my house for nearly 35 years. I refinanced in XXXX in order to lower my mortgage payment, but later found out that this was a predatory adjustable rate loan. My current interest rate is 9.125 % and I am doing everything I can to resolve my missed mortgage payments but feel that Shellpoint has been obstructing the process and has failed to offer me a full review of my current financial circumstances. My struggles have gone on for several years and during this time I was never once reviewed for HAMP, or offered a forbearance during Covid or considered for HAF programs. I have been sued for foreclosure by Shellpoint but they did not allow me the opportunity to go through the New York mediation program and instead I am trying to fight off foreclosure sale dates while their agents say they cant even look at my paperwork because they did not have all the information six weeks before the foreclosure. I have suffered through loss of employment, health issues, Covid related income loss and litigation from Shellpoint with no consideration for mediation. I have been forced to file bankruptcy to try and figure out a way to resolve this situation but feel like I am getting nowhere -- - because of the predatory adjustable rate loan I am in but also due to Shellpoints indifference. 

I have lived in my home since XXXX and refinanced into a rate and term mortgage to lower my payment in XXXX, not aware that this was an adjustable rate mortgage but my monthly payment has increased by over {$2200.00} a month since I took out this loan because of this adjustable rate feature. I was XXXX XXXX for a nonprofit for 15 years and made a nice living but then I began having major health issues and this coincided with my contract ending for the nonprofit. I had to continue receiving my monthly XXXX even as I lost my health insurance which put me in a bad place financially. I was able to keep up with the payments until XXXX and then I began falling behind. I tried to apply for assistance but never got anywhere with the lender at that time ( XXXX ) and made partial payments as I tried to get through this crisis. I took the initiative and got my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  so that I could try and dig my way out of this mess. However, I ended up filing bankruptcy because it was too hard to catch up with such a high interest rate on the mortgage. I offset my income with XXXX work and kept up with the bankruptcy trustee payments as well as paying the monthly mortgage payment until Covid hit me. My XXXX income was gone and there were no XXXX XXXX XXXX XXXX XXXX at all during that time. Due to this Covid related loss of income I could not keep up with the bankruptcy trustee payments and this was dismissed. I still had to get my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. My lender during Covid was XXXX XXXX XXXX and they failed to provide access to the government mandated CARES program to help folks struggling due to Covid related income loss. My situation could have been resolved at that time if my lender would have followed the rules and provided access to this program. I tried to dig out of the financial hole myself and applied for a loan modification again the following year with XXXX but I was denied for lack of income. In order to postpone foreclosure and keep my house I have owned for 35 years I filed bankruptcy again. I was paying monthly mortgage payments of {$3900.00} as well as paying towards the arrearages through the bankruptcy. Then the payment went up again almost {$500.00} in one month because I have this predatory adjustable rate loan. 

During my last bankruptcy the Attorney submitted my paperwork to Shellpoint for a loan modification, but they informed the court that I did not qualify for a loan modification and the bankruptcy was dismissed and they moved to set another foreclosure date on my home.

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