Consumer complaint received 2024-05-18 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: MA

Complaint narrative:
This has been a long on going issue with the lenders that have held my mortgage. My first issue was with one lender back in XXXX who for 3 months sent me back my payments every month ( so it was obvious that I made the payment ) and then said that my property was going into foreclosure for non payment when I had obviously made my payments and made them on time. I never realized what the checks were for as they only had my name and the amount and in small letters on the bottom that the check was drawn from XXXX XXXX and nothing to refer to it and when I called XXXX XXXX no one knew anything about it as I had nothing to refer to and I did not make my payments to XXXX XXXX so I had no idea what these checks where for the first 2 months until getting a notice that my house would be foreclosed on from an attorney and they forced me into this payment plan to submit payments for several months with fees. I was a new home owner and had no idea and didn't want to lose my first home. Now I am in a situation where the mortgage on the property has been sold several times since this dispute of payment since XXXX of which I have submitted proof and disputed that these payments have been made to XXXXXXXX XXXX XXXX who sold to XXXX XXXX XXXX and is now with Shellpoint Mortgage Services who I have been working with and submitted documents as requested and they took my home off of the for sale Foreclosure that was scheduled in XXXX. I was told that one document wasn't correct so when I got that information submitted that. I originally had a " Point of Contact '' with a woman name XXXX XXXX and her and I communicated weekly as she said she would be beside me every step of the way to get this complete and THEN they changed my point of contact to a XXXX XXXX who has contacteXXXX XXXX XXXX time and when I asked him if we could set up an appointment to make sure I was on track like I did with XXXX he denied it. I have not heard form anyone and I just got a letter dated XX/XX/XXXX stating that " We have made several attempts to contact you ; however we have been unsuccessful '' Which is untrue I have taken every call in the past few months and not missed one even when I was not really available to let them know and we made a point ( XXXX XXXX ) to make a better date and time. My home is due for Foreclosure and I have told them I am willing to pay the payment since THEY stopped taking my payments because they said I was in arrears of which I was not. Again I have sent all proof of Payments from XXXX XXXX XXXXXXXX XXXX XXXX XXXX service that show who the payment went to and how much. Shellpoint from this point is making this so difficult. I am not the average person who is in foreclosure because I can not afford my mortgage. I am in this situation from the Banks error or illegal practices. I have told them several times that I am not responsible for these legal fees that they are attaching or that they sent someone to do an appraisal on my home. I had NEVER missed a payment and I need help desperately. Shellpoint mortgage at this point in my eyes are criminal and causing me undue stress and this is not good for my health especially with XXXX XXXX XXXX, I can not afford an attorney because all I want to do is pay the payments I owe which is around XXXX and I have no issues doing that. Please help me as XX/XX/XXXX is right around the corner. XXXX XXXX needs to be fired and I'm sorry to say that and why Shellpoint changed my point of contact with someone like XXXX XXXX who was very helpful in getting this process to be less stressful than it needs to be. I feel there has been so much illegal practices in the banking industry and refuse to lose my house because of it. I am in desperate need of help to correct this situation and not lose my home.

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