Consumer complaint received 2024-10-02 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: NY

Complaint narrative:
Shellpoint and its predicesor company Specialized Service Lending, have acted in bad faith throughout the term of the arrangement. Both companies have violated their fiduciary duty to me by refusing to review my questions on accounting and billing and instead retaliating by refusing reasonable terms to bring my loan current - and instead throwing me on the path to forclosure on a property I have paid my mortgage ontime for over twenty years. 

I have held a mortgage loan with XXXX XXXX since approximately XXXX. I refinanced successfully on several occassions and my loan payment was paid bi-monthly which greatly expediated payoff. 

I wsa forced to enter into the Federally mandated forbearance program for my mortgage with XXXX XXXX due to financial and personal difficulties during COVID, inclusive of the loss of my job, my father and a XXXX XXXX XXXX XXXX in XXXX After six months on the program, mt loan was - and without any description of why- was transferred to SLS. I believe this was done due to my age and status as an unemployed single woman on forbearance. XXXX XXXX has offered no information on why my loan was transferred. 

Despite being in forbearance the first correspondence I received from SLS in either XXXX or XXXX of XXXX was a demand to pay the full amount of my forbearance back pay. I did not receive a timely welcome letter as required. When I submitted a cease and desist for collections as I was on forbearance I was met with repeditdly retaliation from SLS inclusive of failing to provide with with statements and information essential to my understandin the methods of calulating my debt. I was forced to resort to contacting XXXX XXXX to intercede - inclusive wihen SLS runlawfully efused to extend my forbearance. 

Further, SLS acted in incredible bad faith when they did not discuss options on resuming my mortgage payments, inclusive of what was promised to me - lumping the sum on the back end of my existing mortgage. Instead they demanded I go through a refinance which extended my debt and time to payoff - all of which was done without resolving my questions on the payoff timing and how my bi-monthly payments impacted my loan payoff. As I have paid in advance for years - I assume I am at least 7 years ahead of my payoff and thus the forbearance has not made me late in making payments. 

SLS and Shellpoint, SLS successor, refuse to review and discuss this issue since inception of the relationships.Customer Service refuses to acknowlege this issue as the billing dispute it is and has continually demanded ful payment without any due processs. 

I have attached correspondence. In addition, my good faith efforts to provide payment as the billing dispute was ongoing were ignored and checks sent to SLS/Shellpoint CEO are now missing and or have not been appropriately applied as required. 

Shellpoint has also acted in retalitory fashion. Their response to my correspondence of XX/XX/XXXX was to place my account in demand to pay mode and rejected my request for additonal forbearance due to my tenant not paying his rent for over six months and I engaging in eviction proceedings.

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