Consumer complaint received 2020-12-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
In my complaint # XXXX on XX/XX/XXXX, for Loan # XXXX ; I promised to provide proof that XXXX XXXX XXXX XXXX  XXXX. the original Owner / Servicer for my Loan since XX/XX/XXXX ; changed the Original Interest Rate and the Terms on my Loan modification in XXXX from a 30 year 2 % fixed rate for the life of Loan. XXXX XXXX XXXX XXXX  XXXX XXXX # XXXX negotiated by XXXX  ; for monthly mortgage payments of $ XXXXmonth. At the time of my CFPB complaint ID # XXXX, I didnt have the documents with me to back up my claim but now I have found the agreement documents to back up my claim. 

Even Though XXXX XXXX XXXX XXXX  XXXX. sold my Mortgage ; XXXX XXXX XXXX XXXX  XXXX is still calling the shots after selling my Mortgage to ( XXXX XXXX XXXX. Address is XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX, VA XXXX ) and NewRez LLC dba Shell-Point Mortgage Servicing. After XXXX XXXX XXXX Bank XXXX. responded to my complaint with the CFPB, on XX/XX/XXXX, XXXX XXXX XXXX XXXX  XXXX. and NewRez LLC dba Shell-Point Mortgage Servicing foreclosed on my home while I was making my scheduled 3 Trial Payments for a Loan Modification. 
During the Loan Modification process, XXXX XXXX XXXX XXXX  XXXX, XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing refused to use the Budget provided by a Professional Housing Counselor / Advocate from the XXXX  XXXX to prepare my Loan Modification thereby that would have been {$740.00} dollars every month or at least leave it at the {$950.00} dollars I was already paying. Because the XXXX budget was not used, it caused my monthly mortgage payments to increase from the {$740.00} dollars to {$1200.00} thereby causing extreme hardship for me. 

I was not given the 2 % interest rate rather a 3.75 %, not a fixed rate but a variable interest rate by XXXX XXXX XXXX XXXX  XXXX. ; XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing. I have not made any late payments since my Loan Modification was completed ; I have been subjected into paying different mortgage amounts every other month. My payments have been from {$1200.00} to {$1200.00} to {$1200.00} to {$1200.00} now to {$1200.00} / month starting XX/XX/XXXX. There is a Global Pandemic and Interest Rates are very low i.e. 2 % or 2.5 % at the highest. NO ONE IS ANSWERING MY QUESTION WHICH IS WHY DID MY LOAN GO FROM a 2 % 30 YEAR FIXED LOAN/RATE TO VARIABLE I am not accepting changes to my loan from fixed to variable I want my Loan back to a fixed loan and at 2 % interest rate. I am only complying by making these payments just to have a roof over my head. They keep piling up on my loan balance, My American dream has been turned into my worst nightmare. 

XXXX XXXX XXXX XXXX  XXXX. ; XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing instructed their foreclosure attorneys to leave my property on the foreclosure list even after all 3 trial payments were completed and also after the Loan Modification process was completed. The final Loan Modification Agreement was not provided to me even when I kept requesting for it. Finally it was sent after 70 days in late XXXX XXXX but I was not given time to review Before signing the Loan Modification Agreement in early XX/XX/XXXX, I sent an emailed to NewRez LLC dba Shell-Point Mortgage Servicing on XX/XX/XXXX, regarding all the concerns and questions I had regarding the Terms, Interest Rate and the monthly mortgage amount. I informed Shell-Point Mortgage Servicing, that If I do not hear or receive the Loan Modification documents, that I will make the 4th payment for XX/XX/XXXX and the 5th payment for XX/XX/XXXX in the same amount for {$1200.00} / month. In XX/XX/XXXX after I completed the 3rd and the last Trial Payment and before the final Loan modification was being processed ; listed below were my concerns, I never received answers to my questions. 

( 1 ) Why did my Loan change from a 30 year fixed Rate Loan to an Adjustable Loan? In XXXX, it was modified at 2 % fixed Interest Rate by XXXX, It should still be a 2 % Interest Rate and now its 3.75 % Interest Rate? 
( 2 ) Why is the monthly mortgage payment still so high? Due to the Covid-19 Pandemic, I lost my employment and have notified XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing that I can not afford to pay this amount ; to please reduce this amount to make it more affordable for me to pay. 
( 3 ) Is there a Penalty for Early Payoff?

( 4 ) What is the Penalty for Refinancing?

( 5 ) Is the Interest Rate fixed or adjustable?

( 6 ) Is this a fixed APR.

( 7 ) Now that my Loan has been Modified, I have satisfied and met all the Modification requirements by making all 3 Trial payments in the amount of {$1200.00} / month from XXXX - XX/XX/XXXX ; now I have lost my job due to the Global Covid-19 Pandemic. Where do we go from here?

( 8 ) What Assistance is NewRez LLC dba Shell-Point Mortgage servicing providing to Home Owners who have lost their Jobs Due to the Global Covid-19 Pandemic? 
( 9 ) What happened to the 1st 3 Trial Payments of {$1100.00} I made in XXXX, XXXX and XX/XX/XXXX ; a total of {$3.00}, XXXX to XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing? My account was never credited with these amounts. I have not received any explanation as to what happened or where the money went. 
My Loan Modification was completed in XX/XX/XXXX, on XX/XX/XXXX ; I received another Loan Modification Agreement from XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing advising of more changes and additional charges to the Principal Balance on a Loan Modification that was already completed and finalized in early XX/XX/XXXX. I have also received another notification from XXXX XXXX XXXX and NewRez LLC dba Shell-Point Mortgage Servicing that the Interest Rate will adjust to a 4 % Interest Rate. I am struggling and experiencing extreme hardship due to the Global Covid-19 Pandemic. 

Because of my complaint with the CFPB against XXXX XXXX XXXX XXXX  XXXX. regarding the 2nd loan that I was promised by XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX had a XXXX balance in XX/XX/XXXX ; XXXX XXXX XXXX XXXX XXXX wrote off the account and still have not sent me any notification to inform me that the account has a XXXX balance. I am still receiving collection calls from XXXX XXXX XXXX XXXX  XXXX. for payments on the account that had been written off as I was promised. XXXX XXXX XXXX XXXX  XXXX turned around and sent my information to all the 3Credit reporting Agencies / Bureaus. Because of this action, I am having difficulties getting hired by employers. 

In XX/XX/XXXX, there was a double payment made by me and by XXXX XXXX XXXX XXXX  XXXX. in the sum of {$2000.00} dollars X XXXX to XXXX XXXX XXXX Company for the Home Owners Insurance. My check was processed by XXXX XXXX XXXX XXXX  XXXX. but failed to reimburse me or account for my {$2000.00} dollars when XXXX XXXX returned my check back to XXXX XXXX XXXX XXXX XXXX I will be very grateful for your intervention / assistance in this matter and look very forward to a successful resolution in this very important matter. 

Thank you. 

Sincerely, XXXX XXXX.

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