Consumer complaint received 2024-08-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Dear Case Manager : I was negatively impacted by XXXX in XX/XX/XXXX. Due to XXXX, my regular stream of income derived from a XXXXXXXX XXXX XXXX XXXX was suspended. I received a gross monthly income of {$26000.00} per month from my XXXX XXXX  a XXXX XXXX. The period of this suspended income was 6-months in duration ( XXXX XXXX XXXX ). 

Beginning in XX/XX/XXXX, with improving economic conditions in XXXX XXXX, the original XXXX XXXX re-commenced. Enclosed is my past 2 months bank statements showing the monthly incoming wire of the monthly amount of {$26000.00} per month a gross income of {$320000.00} per annum for this XXXX. 

Consequently in XX/XX/XXXX, I experienced XXXX XXXX  requiring hospitalization. An unforeseen medical bill of {$4900.00} was incurred and needed to be paid. 

In XX/XX/XXXX, Shellpoint Mortgage increased my monthly 30-year mortgage payment from {$6200.00} per month to over {$11000.00} per month. I was unable to use the automated payment system to service my loan. According to my records, the monthly mortgage amount due was incorrect, no explanation of the increased monthly mortgage payments due was provided by Shellpoint Mortgage either electronically through email or written correspondence via postal mail. 

From the period of XXXX XXXX XXXX, I continued to remit my monthly mortgage payment of {$6200.00} to Shellpoint Mortgage via telephone through a Customer Service Representative ( CSR ) taking my payment over the phone. Please see below the monthly payment schedule beginning in XX/XX/XXXX with the corresponding wire confirmation numbers per monthly payment transfer : Payment Date Payment Amount Payment Confirmation Number ( taken by customer service agent over phone ) XX/XX/XXXX {$6200.00} XXXX XX/XX/XXXX {$6200.00} XXXX | case no XXXX XX/XX/XXXX {$6200.00} XXXX XX/XX/XXXX {$6200.00} XXXX XX/XX/XXXX {$6200.00} XXXX XX/XX/XXXX {$6200.00} XXXX XX/XX/XXXX {$6200.00} XXXX XX/XX/XXXX {$6200.00} XXXX In XX/XX/XXXX, I requested an investigation and raised an inquiry case with a Shellpoint Mortgage CSR for reasons leading to the increased monthly mortgage payment. After looking at my case file, the CSR claimed that Shellpoint Mortgage had paid my property taxes and hence the added additional amounts on my monthly mortgage payment. 

Without my written consent and with no written email notification or mail correspondence, Shellpoint Mortgage unilaterally distributed the property taxes amount due ( paid on my behalf ) for my property. 

I explained to the Shellpoint Mortgage CSR I had paid my XXXX property taxes due at this time and no additional monthly payments should be added or associated to my monthly payment amount. She claimed to have documented our discussion and would put in a request with the Shellpoint Mortgage Tax department to investigate. She provided the Tax Dept contact no ( XXXX ) XXXX Prior to XX/XX/XXXX, Shellpoint Mortgage was willingly to accept my monthly mortgage payment of {$6200.00} applied to the terms of my 30-year mortgage contract In my latest call conversation in XX/XX/XXXX, with Shellpoint Mortgage CSR , I was informed a full investigation of my mortgage account was being completed, a full audit of the payments disbursed on my behalf and, the corrected payments to be made going forward was to be mailed to me. I have yet to receive this full audit report. 

The current amount due on my account stated by Shellpoint Mortgage is {$38000.00} 1 ) For the outstanding amount of {$38000.00}, I would like to setup a forbearance plan of 12-months for the hardship listed above and to apply for loss mitigation assistance 2 ) Given the economic hardship I have experienced, this will allow me the necessary time after the forbearance period to catch up on the payment outstanding. 
3 ) The reduced deferred monthly payment of {$3100.00} will allow me to catch up and spread the amount across monthly payments in a 12-month period in addition to my monthly mortgage payment due. 
4 ) The second option is to extend my mortgage period from 30-year fixed interest terms to 40-year fixed interest terms to reduce the monthly payment amounts.

5 ) A 3rd option would be to adjusted my mortgage interest rate to 30-year variable rate.

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