Consumer complaint received 2021-02-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
XX/XX/XXXX ( shellpoint Mortgage acquires my mortgage ) ( on XX/XX/XXXX. XXXX ) I submitted to the " shellpoint mortgage servicing '' online portal ; a request for forbearance so i can refinance in order to make my home payments more manageable. 

I recently lost my job as a direct result of covid-19. ( I worked at a XXXX XXXX XXXX XXXX making it more challenging to produce the full payments. I do believe this played a role in mortgage being sold in the first place. 

on XX/XX/XXXX, XXXX Central. I was contacted by shell point mortgaging. From the moment we began a dialogue, there was hostility present coming from who I assumed was a customer care agent. I was cut off numerous times to stress that my mortgage was no longer with my old company. It seemed as though the agent I was speaking with had no intention on developing a professional environment over the phone. 

when the agent finally " calmed down '' I was going to state my case as to why I was unable to pay my previous mortgage company. 

( i believed the company dealt with a lot of unsavory people. I assumed that once she hears that I am not her typical clientele, she would understand that I am more than willing to work with a mortgage company that is willing to work with me. I DONT WANT TO LOSE MY HOME! ) I was cut off again and told " forget that, you are with a new company now. do you understand this sir? '' in what can only be described as the most condescending tone I had ever heard. 

I answered respectfully and then was told to make a payment. Again, I attempted to open a dialogue with the agent about my current circumstances as to how the company she works for acquired my mortgage in the first place. I was finally able to get the agent to understand I had not made a payment because my previous company sold my mortgage instead of offering me relief options. 

i was cut off again and told " numerous responses have been sent to you, you were made aware of this transfer. '' ( understand at this point i understood this company is operating and treating it's customers like a bad debt collections company, not a mortgage company ) i was asked " so, are you aware that I'm calling to collect the payment for XXXX, and now your XXXX payment is due so you owe ( XXXX ) + and that's due today would you like to make this payment over the phone or should I just notate your account. '' ( here i understood this was my opportunity to get the help I need. ) I expressed how I got laid off in late XX/XX/XXXX, XXXX to be exact. which is where my troubles with XXXX began. How my previous company didn't even have to sell my mortgage they could've just worked with me but refused to provide options like forbearance. 

( again i was greeted with condescendence to. 

" do you 'EVEN ' fully understand what forbearance is? '' ( this statement confirmed 2 things for me ) 1 ) the agent was purposefully being disrespectful, I can not possibly accept the notion that that is how an organic conversation with a " customer service representative '' should be. 

but 2 ) It revealed that this company thinks very little of the mortgages they acquire. 

my heart sank as I understood the gravity of the situation I am in, worse the situation I find my family in. 

I expressed to the agent i had filled out the necessary paperwork online dated the XXXX of XXXX XXXX to which the agent replied " The website hasn't be up for a while we never received that correspondence. '' Then proceeded to tell me she could not help me with this situation as it was a conundrum exclusive handled by their collections department and that the collections department has the final say. I'd have to state my case over the phone with them. 

I was put on what can be described as a " dead-end Hold '' I never got to speak with anyone from collections or whoever is in charge of taking my home away. 

I hope the united states government doesn't let this happen to citizens trying in these time. We have no where else to go this has been our home for more than 10+ years. I acquired this home from my mother in XXXX, I don't want to lose my family home and it seems as though i have no other alternatives. 

please look into this company and their business practices and ensure that citizens like me get the fair and just treatment we deserve. 

All i need is a forbearance till XXXX so I can get my credit together and refinance my home. shellpoint has failed to extend to me this service. 

I am well aware of " balloon-payments '' and how they catch numerous people requesting forbearance off guard. However, though my jobs was simple I am by no means " simple ''. I understand the necessity of financial literacy and I don't need to made to feel like I'm stupid when asking for help.

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