Consumer complaint received 2025-04-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
XX/XX/XXXX I reached out to Newrez Shellpoint Mortgage requesting forbearance to my loan due to hardship of losing a job in XX/XX/XXXX. I was asked to complete application and send documents up until XXXX and not make payments until my case was reviewed and decided. Another call was made on XX/XX/XXXX to answer additional questions the bank had. I shared all documents including my new income from my new employer and asked for time to catch up on payments. Point of contact assigned was XXXX XXXX. 

On XX/XX/XXXX, additional calls were made to seek update but none was available. 

XX/XX/XXXX, I was then informed my case was closed and that I did not meet forbearance and that I had more expenses than income. At this time, my partner had been furloughed and I asked for other means. Here was informed to make XXXX payments by XX/XX/XXXX and to call XXXX to make this payment and that there was no other assistance available to me. Point of contact assigned was XXXX XXXX who was changed without my knowledge. I agreed to make the payment on the XXXX upon receiving my check. I called the number provided to me and this number went to a fax line. I called additional numbers found on XXXX and could not get an agent on the line. I then finally managed to get through an agent and left a message with XXXX to call me back. Calls were made before XXXX XXXX. 

XX/XX/XXXX Spoke to XXXX, who informed me my loan is now XXXX and I could make a post dated check to make payment. I agreed and scheduled post dated check for account ending in account XXXX for XXXX. On my profile, I asked XXXX to draft the payment from the account listed as XXXX XXXX XXXX  XXXX, he stated, " he could not see this information and that I should wait. 

XX/XX/XXXX I called the bank again informing them I don't see the draft on my account and that I was willing to pay it right there. I spoke to agent XXXX XXXX who stated I no longer had a point of contact and my account was in foreclosure on XX/XX/XXXX. I asked to make the payment to resolve this issue. XXXX XXXX, I had to wait additional day for payment to process and to pay full amount with attorney fees. 

XX/XX/XXXX on I called again informing the bank that the draft was made on the account I did not authorize and that on my profile with the bank, I asked for them to use an account called XXXX XXXX  I spoke to XXXX XXXX XXXX and filed a complaint. I was informed my new point of contact is XXXX XXXX. I filed again for assistance program. I was informed to expect a call XXXX and to call Ph : XXXX for other concerns. In addition, I was still warned that i was in active foreclosure XX/XX/XXXX and that if i tried to sell the house, it wouldn't work. 

On XX/XX/XXXX, I called wanting to speak to XXXX and to make payment, however I was informed what I needed to do is wire the funds to their bank however wait XXXX days for the system to update since the system had not updated. XXXX XXXX, you are forcing the issue because you want it done they you want rather than the way it needs to be done. 

On XX/XX/XXXX I called the bank again and spoke to XXXX. Per XXXX the quote is not ready and stated, " Hopefully they won't be additional charges. Expect a call within XXXX hours. The amount XXXX quoted was {$29000.00}

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation