Consumer complaint received 2025-07-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: RI

Complaint narrative:
I was in a 6 payment repayment plan with Shellpoint Mortgage in XX/XX/year>. That month I came down with XXXX XXXX XXXX XXXX In addition to the XXXX  I developed an XXXX  which required an XXXX XXXX XXXX XXXX. I called Shellpoint Mortgage and told them I can not make my XX/XX/year> payment and the nice gentleman on the phone told me " not to worry about it '', get better and try to make my XX/XX/year> payment. I make my payment with the same gentleman on XX/XX/year>. So I missed XXXX and XXXX. Shellpoint then applied the payment as " suspense ''. I called my single point of contact, XXXX XXXX email XXXX, and she said she personally defaulted me, the person I spoke to should not have accepted the payment and she said she wanted all the payments to get caught up to the loan. She issued me a reinstatement letter, which I have a copy of which states if I make the payment prior to XX/XX/year>, the amount I would need is {$9700.00}. On XX/XX/XXXX I called XXXX and told her after begging and borrowing I have the money. I needed the wire instructions and was on my way to the bank.She told me to " turn around '' she now wanted {$11000.00}. I was shocked. When I went home, I emailed XXXX a copy of the letter, which was on my payment portal saying if I make my payment prior to XX/XX/year> the amount is {$9700.00}. XXXX also had a copy of the letter. XXXX replied via email, which I have, " i can not read the email ''. I called her and she said she put me in a FORECLOSURE status and the amount is {$11000.00}. She then emailed me the wire instructions and reinterated the amount to pay was {$11000.00}. XXXX told me she added XXXX 's payment to the reinstatement because she did not believe I would make my XX/XX/year> payment after paying almost {$10000.00} on XX/XX/year>. So basically she wanted to keep me in a FORECLOSURE status because if she accepted the {$9700.00} that would restore my loan back to current and out of Foreclosure. This is key because had she accepted it and I went deliquent, they could not put me back in Foreclosure status. XXXX sent me a new reinstatement letter good through XX/XX/year> and the amount is the same amount as the amount she told me on XX/XX/XXXX. How could this be possible XXXX month later, It is possible because XXXX XXXX lied to me to keep me in foreclosure. I asked her at that point if I could get back on a repayment plan, loan modification or Forebearance and she said, we don't do deferrals anymore, you do not qualify for a loan modification or repayment plan because I have too much equity in my home. I have all emails to back this up. Here I am XX/XX/year> and needing to come up with {$11000.00} by Tuesday. I've spoken to XXXX probably XXXX times this month and she talks to me like I am beneath her. I now have a {$10000.00} salary, i can afford my payments. I had a medical emergency and I have to sell my house or come up with {$11000.00} by Tuesday? I feel XXXX 's deceptive actions should warrant at the very least, allow me to get into a forbearance or loan modification. I also feel that XXXX should be disciplined for lying to a customer and causing them pain, suffering and health issues.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation