Consumer complaint received 2021-06-30 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
There is too much information to send in one attachment but I have everything in writing ( emails ) and mailings received from Shellpoint. 
~~I have been given multiple points of contacts and have been provided with conflicting information, including forberance window, and loan type. I have requested this information repeatedly in writing and they have not provided it. 
-- Ive submitted repeated requests to lender and servicer for loan documents ( promissory note ) so I could fully understand repayment and loss mitigation options. They have never produced documents which I have requested for year 's -- plus multiple times during pandemic. At beginning of covid I was told I had XXXX XXXX, recently told they think conventional. BUT they will not provide copy of documents and when I enter loan information on my own through various data bases, they all report no record. 
~~I have notified the servicer that I have poor cellular reception and XXXX XXXX ( I am a senior ) and Ive asked that they communicate with me through email. My servicer has told me there are some things that she can not put in an email. I have this in writing. 
~~I have also sent emails requesting phone appointments so I could go somewhere with better reception to communicate. They have ignored my requests. I believe sometimes it is a computer that calls me back because, the phone will say Shellpoint is the caller but when I answer no one is on the line. 
-- The servicer does not even indicate a specific time called or attempt to make a follow up call with a set specific time. I am unable to call and reach point of contact directly, other than to leave a message. 
-- The servicer has said she can not accept homeowners documents from me even though she is my single point of contact. 
-- The servicer refuses to provide the dates that my loan was covered in forbearance. I believe I had an additional 30 days. They say it expired end of XXXX and since they do not know what kind of loan I have, Im not eligible for an additional extension. When I contacted Shellpoint on XX/XX/2021, they told me that my forberance ended XX/XX/XXXX, and that as of XX/XX/XXXX, I was in default and that over {$200000.00} was due immediately ( missed payments during forbearance ). They have told me that I will not qualify for modification because I need $ XXXX month to qualify for a modification ( that is my pre/covid income, my business shut down completely during a pandemic ), and that Im not eligible for a deferment. I offered to give them 3 payments immediately and was told they could accept nothing but the total amount due. I had previously made a partial payment during my forberance and I asked if I could at least add to the partial payment so that could be applied to XXXX and my point of contact said, no. I have this in writing. She said that I do not qualify for options because I currently only have unemployment ( Im working to reestablish 30 year business ). I explained though I did not have active income, I have resources. Im retirement age and have access to equity and funds so that I if they would at least let me resume my regular payments and defer or extend forbearance amount, I could reorganize. She said, No, it had to be active income. She said I could not include income from contributers ( family ) or family trust, but only from someone who lived in the house with me. How can they discriminate against my source of funds to make payment? Retirees do not generally have active income??? 

I believe this is elder abuse! 
Shellpoint, XXXX XXXX XXXX , XXXX XXXX XXXX XXXX, or whoever actually owns my loan (??? ) are acting as predators - no intent to help me -- but only interested in whatever actions they can take to force me into failing and ultimately foreclosure. How can they refuse to accept payments from me the week my forbearance ends? 
Ive lived in my house for XXXX  years and there is a lot of equity // they want it. I have tried to document everything in writing and there are lots of documents- too many to send in one attachment. 
-- My servicer has said the reason she needs to talk to me on the phone, and that she can not put things in emails is for her protection and that of the servicer. 
-/ When I reference emails Ive sent to servicer, with unanswered requests for information, Point of contact says she never received them, even though there are emails and a paper trail with her direct email address. 
-- Im working with a HUD approved housing councilor, that reached out to her via email, he provided a signed authorization in which I granted him authority to represent me, and she stated that she never received it. 
Please prevent elder abuse. Please do not let them take my family home where I have lived for XXXX years. Im in California and eviction moratorium expired today. Please help!

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