Consumer complaint received 2024-02-12 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: MO

Complaint narrative:
Both my wife, XXXX XXXX, and I lost our jobs in XX/XX/year> because of the economic downturn caused by the COVID-19 pandemic. Since then, we have faced significant challenges in securing stable employment, which has greatly impacted our financial stability. 
In addition to our job loss, I have undergone XXXX major XXXX  in the past three years due to XXXX XXXX XXXX once COVID was over. These XXXX  have taken a toll on both my XXXX XXXX  and our family 's financial well-being. 
Throughout these trying times, my family and I have remained resilient, doing our utmost to navigate the challenges we face. Despite our perseverance, we have encountered significant difficulties with our mortgage servicer, XXXX, Shellpoint and NewRez, exacerbating our situation. 
Despite our best efforts, Shellpoint and NewRez have consistently taken actions that have placed undue burden on my family, including my XXXX mother-in-law, whom we care for. These predatory lending practices have threatened our ability to maintain our home and provide care for our family. 
Despite being offered a temporary mortgage modification by our original servicer, XXXX  Loans, I encountered insurmountable obstacles in making payments. Despite my attempts to comply with payment instructions, I was informed that I could not pay over the phone or online due the possibility of a loan modification once my temporary modification timeframe of 3 months was completed. I believe I was discriminated against due to my lack of a traditional bank account. 
This restriction placed undue burden and discrimination on my family, who have faced significant complications during the pandemic and endured the financial strain of my XXXX  procedures. Despite these challenges, we have fought against abusive lending practices and persevered against the adversities we face on a monthly basis. 
I can provide upon request, relevant medical documentation, financial statements, and correspondence with the mortgage servicer supporting our current circumstances. 
Considering these challenges, we urgently seek your assistance and support. We kindly request any help we can have to get our mortgage current and then we can stay on tract now that the pandemic is not affecting local communities like it was. 
We sincerely appreciate your attention to our situation and your willingness to consider our request. 
At this point, my family and I are praying and even begging for assistance to resolve these challenges once and for all. Despite the hardships we have faced, we continue to hold onto hope that a resolution is possible. 
We are reaching out to you in the hope that you can aid in any way possible. We will be forever grateful for any help you can offer to alleviate the burden we face. 
Thank you for your attention to our situation and your willingness to consider our request. Please feel free to contact me at XXXX or XXXX if further information is needed.

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