Consumer complaint received 2020-11-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: MI

Complaint narrative:
My loan was transferred to Shellpoint Mortgage right after I returned to the country and afer the cover crisis started. I believe this was done with an intention so I refused the transfer but later found out that I dont have option other than continuing with them but as I suspected I have been going through lot of issues with them. They will keep requesting for information even after I send insurance info as if I never responded their mails. They I initially didn't even respond for my Forebearance request after I was affected by the pandemic, and later after filing a complaint I received a response. The representative assigned goes without answering my emails and phone calls for several weeks letting me hang in the middle with no clue on my forbearance request as they told me that I have to apply every month. But all of a sudden they approved it for 4 months once. In 5 months time I made payments for 2 months and I was on a deferment but all of a sudden they said I am approved for only 2 months but even with that they had me on deferment for 3 months and they said I can be on deferment for the dues but suddenly stopped it for the month of XXXX and when I asked for the reason, they are not sure why they did that. I have been waiting for the forbearance request for the month of XXXX but I still don't know what decision they have made. It's like they are waiting for me to spend rest of the money and then come back and say that I am not aproved for forbearance. There's also a practice of harassment where I will be circled around from one rep to the other where they keep hanging up in the middle of the conversation until they have someone who they think is capable of tricking me into a situation where it will cost me my home. One of the reps told me that I have to make a payment even if I am on forebearance so I did make a payment borrowing but they immediately removed the deferrment and also delaying the forbearance approval. I have been going through this pattern since I was with XXXX XXXX. Its like I shouldn't live in my home otherwise it will be take. Away from me. When I had it rented out for 2 years I never had any issue with the bank but right after I moved in I have been fighting to keep my home. The bank of denying the same privileges they are offering other customers without an issue. Also the point of contact they have assigned goes on a vacation or a break wah too frequently and leave me in limbo. Where other representative start harassing me with phone calls asking me to make a payment whole waiting for a response from my point of contact regarding forebearance. Last month at a very crucial time someone updated my account with a phone number I don't own in order to acojd bank from contacting me for any issues. I often don't receive the letter they say I received but never got that in my mailbox. also, they blocked me from applying for forebearanxd from online and they never gave me an explanation on why they did that.

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