Consumer complaint received 2021-05-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: MI

Complaint narrative:
I was assigned with a point of contact by Shellpoing Mortage / NewreXXXX when I started the Forbearance plan due to the pandemic, and during that time I was given misinformation or no information at all which caused several times to lose my home on a foreclosure, or reported to my credit when I had rights to be on a forbearance like any other customers. The assigned point of contact was never able to be reached over the phone so it was always an email which is also the response time went from a week to several weeks before I can even make important decisions on my mortgage. Many times the response was immediate when I filed a complaint with the CFBP. My basic rights was denied to continue on forbearance when I was out of job struggling to make the payments like any other residents of US. Instead of 10 months timeline they only gave me a 9 months and they still havent answered why they gave me only 10 months, and during this time they sent people through the website I had my home for rental to do an assessment ( it was at the 7th months of being on forbearance, I was never able to get even a single response from the website I posted my property for sale or rent which I believe is intentional to make me lose my home on a foreclosure. During this time I was suggested to apply for a loan modification by a representative so I sent all the information and left out of country for a short visit for an emergency but they never started the loan modification and also the assigned point of contact never worked on my file to have me on loan modification or on a payment plan and repeatedly asked for my income and expenses even after I gave that information more than once. I also requested for a payment plan which added over {$500.00} to my regular monthly payments so I end up selling my property in XXXX to pay off the dues and brought to loan current so that it wont be reported to the credit bureau but until this date they haven't taken me off the payment plan and I am not sure if their intention is to report it to the credit or to delay my next payment to make me pay the late fees or any other reasons that I am not aware of. I spoke to 3 customer service representatives so far and sent 3 emails to remove me from the payment plan as I am not able to make a payment for this month. I was also given wrong information by one of the representatives that I am on a forbearance and I have to make all my payments to make my account current when I explained that I made all my payments 17 days ago.Today is my due date to make a payment without a penalty. I refused to make payment over the phone as I wanted them to make the services available to me like any other customers, and also make my loan current instead of having it as a delinquent status. I would like the Shellpoint Mortgage to explain why they still havent made my loan current even after I paid all the due amount.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation