Consumer complaint received 2024-05-02 00:00:00
Product: Debt or credit management — Mortgage modification or foreclosure avoidance
Issue: Unauthorized withdrawals or charges — 
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
In XX/XX/XXXX, I closed on a XXXX bedroom unit in a low income XXXX XXXX XXXX XXXX co-op building in XXXX. Around XXXX, when interest rates dropped to their lowest, XXXX invited me to apply for an Interest Rate Reduction and represented they'd lower my interest rate which would have significantly lowered my monthly payments. I relied on that and submitted the application and paperwork. XXXX reneged and wrongfully denied the interest rate reduction which would have avoided all the horror that has come since. 

About XX/XX/XXXX, XXXX told me they transferred my loan to Shellpoint/New Rez , a debt collector who violates banking laws and engages in illegal, unethical practices. Neither XXXX or Shellpoint would reply to questions about my loan : was my loan sold, and, if so, to whom and for how much? Was my loan sold at a discount to be packaged as mortgage backed securities to investors as a type of collateralized loan? To date, neither of these institutions have replied to these questions. 

In XX/XX/XXXX, my young beloved mother, who I cared for, died as a result of inconsolable XXXX XXXX from burying my sister. My family was dead. My world collapsed. I underwent XXXX major surgeries. Then, XXXX  and the pandemic finished running me over. 

Shellpoint/New Rez has been illegally charging me unnecessary, expensive lender placed insurance fees- a practice which has lead to successful lawsuits against them. I've asked them to return all my money with interest and penalties but, they haven't. Shellpoint has not provided the items requested in formal Written Interrogatories - specifically, copies of files, notes, call logs, etc. Shellpoint has been trying to take my home from day XXXX with foreclosure threats and foreclosure actions. 

Please stop this financial terrorism. 

I'm a XXXX XXXX XXXX woman with severe limitations and health issues. I'm on food stamps, medicaid, and scheduled for in home help and XXXX through XXXX. My body is broken from life threatening injuries and XXXX surgeries and I need more surgery. I have no children, no spouse. All I have is my small apartment in XXXX. But, the multi billionaires at XXXX XXXX and Shellpoint, ( corporations worth {$4.00} XXXX and {$250.00} XXXX, respectively ), still terrorize me with foreclosure threats and foreclosure actions despite the fact that for XXXX long years, I've paid XXXX Bank and Shellpoint a total of about {$250000.00} on a $ XXXX loan. 

I have nothing else in life but my XXXX home of XXXX years. This constant distress of Shellpoint threatening to take it, is torture and it must end - it puts my fragile health in jeopardy of a XXXX or XXXX XXXX. They've already caused me to have a nervous breakdown. 

I beg you to please have Shellpoint, XXXX or any other institution that may be involved here, to close this matter and deem this loan satisfied, XXXX, cancelled or forgiven. Please help me get released from this bondage. 

Thank you for your help, intervention and human decency.

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