Consumer complaint received 2024-08-12 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: OR

Complaint narrative:
When I signed on the XXXX XXXX customer portal on XXXX, to make my XX/XX/XXXX payment I was only given the option of making a payment of over $ XXXX. I knew I was behind XXXX payments, I had been for some time, but I had been making payments on time for the last 6 months. 

I immediately ( same day, XXXX ) reached out to XXXX XXXX and told I had XXXX options, a repayment plan with an initial payment of XXXX, then an additional amount attached to my monthly payments for 6 months. The second option was a loan modification, I asked to be considered for both, but was certain I could manage the repayment plan. 
I was asked to get my monthly bills together and someone would call me back to go over them and talk about a repayment plan the next day, I didn't hear from anyone until I reached out a week later. I was asked to make an appointment, and an agent would call me back, I took the call and asked if the agent could call me back in XXXX min as I was called into a meeting, she said no problem, she didn't call back. The following week I reached out and set another appointment. This time I did get the call and was able to go over my monthly finances with an agent. I was again that I would probably be set up on a repayment plan with a down of XXXX but that someone would call me back within the next XXXX hours. No one called I reached out a week later and was told I would need to make a payment of over XXXX and then an additional amount of $ XXXX a month would be added to my monthly payment. I stated that I had no way of paying $ XXXX up front, If I did, I wouldn't be in this situation. I asked about a loan modification and was told I would have no problem getting set up on XXXX since our loan amount was so low and our homes value was so high. I went over the steps with the agent and what documents were needed. I put together everything required of me and faxed it off on XXXX. The agent did tell me that by doing so this would freeze my mortgage and nothing further would happen to it until my request for modification was assessed. On XXXX called to make sure all documents had been received. I was told by an agent that my mortgage had been sold to Shell Point Mortgage, I was given a new account number, a phone number and email address. My Mortgage was sold after the XXXX Modification papers were sent in and after being told my loan would be frozen with for 30 days. 

I reached out to Shellpoint the same day XXXX I was told by an agent that my direct point of contact was unavailable, and they would call back. I called daily, until I was able to reach my point of contact, XXXX XXXX, they told me I was set up on a re-payment plan and I have a payment of {$13000.00} due XXXX an additional {$1000.00} would be added to my payment for the following 6 months. I explained that I was waiting for my loan modification with XXXX XXXX, they said my loan had been sold so I would have to start a modification over. I expressed my frustration in having to do this over again, I was put on hold for XXXX minutes they came back and said yes, they have the fie and will submit it. I was told that a XXXX XXXX XXXX '' appraisal would be done. The appraisal came back at {$620000.00} listed as a XXXX XXXX bath, it is a XXXX XXXX, so the appraisal is low. 
On XXXX XXXX XXXX called ; I was not approved for a modification because it would raise my monthly payment. I would need to follow through with the re-payment plan or my home would go into foreclosure on XXXX. 

During all of this I had in contact with lenders trying to find a way to get caught up, re-finance. HELOC, something. While working with my XXXX XXXX I learned my credit report showed no mortgage in our names after XXXX, something showed in XXXX. According to my credit union the names XXXX XXXX and XXXX XXXX do not show on my credit report, how do you refinance a loan that according to our credit reports does not exists. 

I can't refinance or get a HELOCK to save my house, it as if the Mortgage companies just want my house. We owe {$210000.00} on a house that is worth close to {$70000.00}. We have received nothing but delays and the runaround.

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