Consumer complaint received 2024-07-27 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: MI

Complaint narrative:
In XX/XX/year> shellpoint played a hide and seek and continued with harassment after applying for a mortgage assistance based on their recommendation only to add up the due amount to my loan to take it to a foreclosure. They also refused to take payments by hanging up the calls until I pass the minimum balance of XXXX when I was ready to pay they told me that I have to pay over XXXX and then sent me a foreclosure notice while I was still in contact with them to make arrangements to make payments and the day before the due date they again played a phone tag and later after several attempts to have them on call they mentioned that I XXXX have to pay extra but later changed the statement after I told them that I recorded the previous call about the due amount that I was requested to pay avoid foreclosure so I ended up paying fees and extra charges just because the agents weren't ready to communicate. Again in XXXX XXXX applied for foreberance as the payment of over XXXX at a time created a hardship, and the lender also deceptively enrolled in a lender placed insurance instead of my master insurance and after several months of constant communication they finally refunded the amount to my escrow account instead of returning it to me. Now I have almost XXXX in escrow which they refuse to refund or apply towards my balance amount. They didn't any interest for the excess amount they charged through lender insurance. After applying for loss mitigation the assigned agent mentioned that I have to be on a repayment plan which is XXXX in order to avoid foreclosure while she is working on deferment so after looking into the details of my options I requested the agent to enroll me on deferment instead of repayment plan so she said she is starting the deferment application immediately on XX/XX/XXXX requesting me to pay XXXX to be qualified for deferment and I wanted to have the HUD counselor on the call to know if the agent is informing everything I needed to know but the agent played a phone tag and someone else emailed me from her email address stating that she was out of office so he will handle the case but when I had the HUD counselor he disappeared and the assigned agent started communicating with me but refused to be on call with the HUD counselor. And with in 2 days, on XX/XX/XXXX the agent stated that I have to pay XXXX, XXXX to be on deferment and she refused to explain the due date instead she said as soon as possible without giving me a set date and later I noticed that she continued to lying about the deferment application but had me on a repayment plan when I called in to make a down payment for deferment and she again insisted that I have to pay the down payment for the repayment plan to avoid foreclosure while she is starting the application for deferment on XX/XX/XXXX. When I called to make the down payment for deferment plan I was short of {$200.00} as I took the amount showed online as a down payment amount so I called back within couple minutes to make the payment but the agent said that I can not make a down payment for the deferment as the application never started and again the assigned agent said that she is starting the deferment process and I also received an email from loss mitigation team that my application was approved on XX/XX/XXXX and they set aside XXXX as credit in my account without giving me any explanation on why they set aside that amount. before that on XX/XX/XXXX when I made a payment for deferment they asked me to make 4 months payment instead of 3 months because I am already close to starting XXXX, But I told them that I will make a payment for XXXX once the month starts but they refused to take the down payment for deferment and also asked me to make another XXXX on XX/XX/XXXX so I made a payment but on XX/XX/XXXX when i called in to check the status of deferment the agent said that my payment plan was cancelled due to non payment and I have to start a new application but I agreed to do it on my own using online tools but later I found out that I was blocked from applying for loss mitigation online from my account and they had a message that I have to call the agent to start the application again. The company didn't give the CFPB a honest answer as agents never told me that my application was denied till date.

Company response to consumer: Closed with explanation