Consumer complaint received 2020-05-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Due to the pandemic and financial loss, on XX/XX/XXXX XXXX, I called Shell Point Mortgage @ XXXX XXXX XXXX XXXX XXXX XXXX and spoke with XXXX XXXX, I was approved for a Forbearance covering XXXX, XXXX and XXXX Payments ( XXXX ). On the same date, I received an email confirmation from XXXX XXXX acknowledging the Forbearance was approved and that I would receive a letter within 7 to 10 days. 

I have yet to receive the Forbearance Agreement. I emailed XXXX XXXX again on XX/XX/XXXX XXXX asking does Shell Point Mortgage send something in writing. XXXX XXXX advised me, the letter MIGHT HAVE went to my Bankruptcy Attorney and the check with them. 

I responded to XXXX XXXX and advised her my BK was over 7 years ago and why would Shell Point Mortgage send my Forbearance Agreement to the attorney I have not seen or utilized in the past 7 years. To release my Forbearance Agreement to anyone other than myself is a violation of my privacy information. 

I called Shell Point again on the same date XX/XX/XXXX at XXXX and spoke with a representative, XXXX XXXX , she informed my the only time information is sent to the Bankruptcy Attorney is when there is an active Bankruptcy in play and XXXX incorrectly spoke regarding my Forbearance. 

XXXX further explained the conditions of the Forbearance assuring me each payment would be moved to the end of the mortgage and come XXXX XXXX the mortgage would be current. She did request I set up payments for the escrow portion {$480.00} to avoid an escrow shortage. I set up payments to draft my account on XX/XX/XXXX and XX/XX/XXXX. XXXX also advised me she had no idea as to why the Forbearance was not mailed out to me. She told me she would have it emailed to me or mailed again. 

Here are my issues 1. I have never been able to make payments online via the website, it states my loan does not qualify. What does this mean? During a pandemic I should have the means to make a payment or at least view my account online versus holding on the telephone for in excess of 30 minutes to reach a representative of Shell Point Mortgage 2. I am unable to access my account at all, using the Shell Point link, https : //www.shellpointmtg.com/mortgage-help the screen continues to flicker. 

3. I am entitled to receive the Forbearance Agreement. To date I have not received the information. 

Dealing with the Pandemic and financial loss is stressful and scary and Shell Point Mortgage has only added to my fears and anxiety because I NEED to ENSURE my home is protected for the sake of my family. 

I am coming to Consumer affairs for the 3rd time to ensure all of my issues are addressed in the response from Shell Point Mortgage. 

I DO NOT TRUST this loan servicer based on negative experiences since my loan was serviced released to them. 

When will someone step in and take action against this loan servicer, there are so many complaints against them.

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