Consumer complaint received 2020-11-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: PA

Complaint narrative:
I am filing this complaint against Shellpoint Mortgage Servicing for failing to honor the terms and conditions presented to me in reference to a temporary forbearance and deferment. Like most Americans, my income was significantly impacted from the COVID-19 pandemic and still is.

I immediately, contacted Shellpoint to advise them and they placed me on a temporary forbearance plan. I stayed in contact with them every 2-3 months. As a result of the pandemic, I was only able to make two regular payments between the time frame of XX/XX/XXXX and to present date. 
I have a letter from Shellpoint Mortgage Servicing dated XX/XX/XXXX stating I was approved for a 9 month forbearance plan which covers the months of XX/XX/XXXX to XX/XX/XXXX and this letter states that I would not be penalized with late fees or any adverse negative credit bureau reporting. 
On XX/XX/XXXX I called and spoke to XXXX XXXX from Shellpoint, she has been my point of contact since the pandemic started in XXXX. I told her that things seemed to be turning around for the better and I wanted to discuss my options because wanted to get back on track with my mortgage but I was unable to pay the past due amount, did not want a modification and nor could I afford a payment plan. I specifically wanted a deferment. 
During this conversation on XX/XX/XXXX, XXXX XXXX, told me that I would qualify for a six month deferment and that the past due amount would be placed at the end of my loan becoming due as a balloon payment at the time the loan matured. 
She told the months of XX/XX/XXXX through and including XX/XX/XXXX would all be deferred and that my next payment due would be XX/XX/XXXX for the full amount. I told her that sounded great and I agreed to these terms. She said that I would receive the agreement in the mail and I did not need to do anything further on my end. 
Well to my utter dismay and shock on XX/XX/XXXX, I received a statement from Shellpoint Mortgage Servicing with a due date of XX/XX/XXXX. This is NOT what she offered me, not what we discussed and certainly NOT WHAT I AGREED TO! I was absolutely sick to my stomach to hold this statement on XX/XX/XXXX showing a payment now being past due. I immediately emailed XXXX XXXX and called and left a message for her. 
XXXX XXXX called me back on XX/XX/XXXX and said that there was nothing she could do and she was sorry. She tried to blame the department that handled the deferment and said she doesnt handle deferments so it wasnt her fault nor could it be fixed. Well if XXXX XXXX doesnt handle deferments, why did she offer me the deferment on XX/XX/XXXX? There is no way in XXXX I would have given up an approved plan that covered and protected me from penalty and adverse credit bureau reporting to sign up for something that immediately places me in jeopardy of penalties and adverse credit reporting. 
XXXX XXXX words of Im sorry do not apply in a situation like this. Shellpoint made the error and there is absolutely NOTHING stopping them from reconciling their fault on their end. My deferment should have been for six months which would have covered the months of XX/XX/XXXX through and including XX/XX/XXXX leaving me due for XX/XX/XXXX for my regular amount. 
That is what she offered! That is what I agreed to! This needs to be reconciled immediately, otherwise they can put me back on the plan I had where I was protected. Their phone What theyre attempting to do to me right now is unethical, deceptive and borderline illegal, setting me up for failure, to go into immediate default. I will not be a victim. Their phone calls are recorded, therefore, I want the people in charge at Shellpoint who are several paygrades above XXXX XXXX to listen to the call and make this right. I will NOT be forced into something that I did not agree to.

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