Consumer complaint received 2020-05-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
I am the only borrower on my mortgage but due to changes over the last few years my husband has become the main provider for the household. 

My husband was laid off in XX/XX/2019. In XX/XX/2019, I requested assistance from Shellpoint Mortgage Servicing/ '' NewRez ''. The packet was received not until XXXX which we sent and included : The Borrower 's Assistance Forms, A letter of hardship explanation, bank statements, pay-stubs, and my husbands unemployment document. In summary, we sent everything listed on the check list provided. We did this through USPS mail, which was what we were asked to do Shellpoint. 

On XX/XX/XXXX tried to contact someone because we hadn't received any status updates on our request. We were told to send a letter of explanation for hardship again because they never received one. Although we did mail one, I emailed a new one to my point of contact and the loss mitigation email. 

On XX/XX/XXXX we then uploaded it to the portal since the website/our account showed it as pending review still and we were ready to get things moving and hoped it would catch somebody's attention. 

On XX/XX/XXXX, we received a letter listing what documents still had yet to be received by Shellpoint. Documents, of course, we already sent. 

On XX/XX/XXXX we completed those forms/documents again with updated information, bank statements, and paystubs. These were then emailed to our single point of contact we were assigned with Shellpoint, faxed to the fax number provided and then uploaded to Shellpoint 's online portal all on XX/XX/XXXX. We wanted to cover our bases. 

We continued to check our online account portal for updates but the status never changed from pending review. To me, this means these were never reviewed, if review is the action was pending. 

On XX/XX/XXXX, my husband and I sent the documents for loss mitigation/loan assistance request once again through faxing, emailing and uploading to our online account. 

On XX/XX/XXXX, after never getting any updates, I received a statement like normal with a delinquency notice on it. I decided to call Shellpoint because I anticipated being able to make a month 's worth of payment within the next week with the help of my husband 's unemployment and wanted to see how that worked. I was then told by a representative that I am in foreclosure status and can not make any payment less than the full balance which as of XX/XX/XXXX is {$16000.00}. WHAT?! 

I am pretty certain the information I was given is incorrect. We never received any information informing us we are denied of assistance. As a matter of fact, our online account still shows items in the " pending review '' status. Plus, we have some SCREEN SHOTS!! Combined with the CARES Act and required " halts '' to foreclosure proceedings I know something is incorrect here.

I believe my request for assistance and the process that came with it has been handled by Shellpoint very negligently and has taken or is taking much more time than it should. And now, I am at the 6 month point of no payments. This could have been avoided and complete n much less time. But suddenly, it is too late they day? Finally, finally! we are in the spot to make a mortgage payment and get on a repayment plan and now the rep said they won't take my payment because of how many days I am passed due and that I am in foreclosure. This can't be. 

This home is very important to us, It's just my husband, my XXXX year old little boy, and myself. We do NOT want to sell or leave this house. How can I beg my lender to take my money and they won't? 

Please, Can you help us? I'm worried sick with anxiety. This stress is deeply affecting my health and my family.

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