Consumer complaint received 2024-12-13 00:00:00
Product: Mortgage — VA 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: VA

Complaint narrative:
At the end of XX/XX/XXXX, my father whom was renting my house while I was stationed in North Carolina suffered a XXXX XXXX. He had a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. He no longer could work and that put a financial burden on myself and my husband being that we now were looking at having to make 2 monthly housing expenses both my home in XXXX  and the home we were living in, in XXXX. I then almost immediately after my dad left the hospital left for XXXX in XXXX of XXXX. I had left my husband my power of attorney before I left. We began the process for a repayment plan while I was gone as I fell behind on house payments in XX/XX/XXXX. We had not the best communication while out there and several documents I had to find the time and best way to get it to my husband for this process. I then returned from XXXX in XXXX and we were able to finish the process. In XX/XX/XXXX I was approved for a loss mitigation loan. My sole point of contact at the time had explained that there was a 3 month payment trial to make sure that I was consistent and able to make payments to my loan. I was able to get orders back to XXXX  in order to live in my home again in XXXX and, in XXXX began my trial payments for my approved loss mitigation loan. I made 3 payments in the months of XXXX, XXXX, XXXX of XXXX. Those payments were about {$2800.00}. At the end of XXXX, my contract for the new loan had came to me and I was connected with a notary from Shell point Mortgage Services ( my home loan company ) in order for me to sign the new contract. I was not able to sign the loan. I had made my legal name change once I got back from XXXX as I had just got married in XXXX, XXXX and had been in process of doing so. Being that now my last name was no longer XXXX legally but, XXXX I was not able to complete the signing. I had contacted my single point of contact of the issue and sent him my marriage certificate and my identification forms in order to begin the name change on my account and mortgage. Shellpoint has still not completed my name change and still has me down as XXXX XXXX. My name is now legally XXXX XXXX. I had then called at the end of XX/XX/XXXX trying to make a payment on my loan as XXXX was coming. I spoke to my single point of contact to try and make that payment because, paying online was not an option as online I had no access to be able to make the payment with my updated loan not yet being finished. My single point of contact then had advised me to hold off on making the payment as they were in the process of making a new contract with my updated name on it. When he told me I couldn't make a payment until that contract was ready, I had taken that as I could use that money. Being that I had just moved back in to my home I used the money on home repairs that I was doing. In the next weeks I hadn't heard anything from Shellpoint which made me anxious as I did not want to be more behind on payments. I tried calling my single point of contact several times trying to get an update but, I was not able to reach him. I then asked to speak to his supervisor at the end of XXXX because payment for XXXX was coming. I spoke to the supervisor who told me that my name change process was still in the works and to be patient with them but, that I was able to make a payment over the phone and that the information my sole point of contact was incorrect that I had to make the payment for the month of XXXX and now XXXX. I let him know that that information was not the one given to me, that I wanted a new sole point of contact that was more competent and that I could not pay the month of XXXX at that time. The supervisor then had put in for me to get a new sole point of contact but, as well let me know to wait until the new contract comes finished with my new name change and that then they would adjust it for the month wrongly advised missed. Once the supervisor had picked a new sole point of contact, they had called me in order to continue the follow up from speaking with the supervisor. XXXX was my new sole point of contact. He had called me to introduce himself as such and to continue the conversation I had with my old point of contact 's supervisor. I spoke with XXXX and let him know what the supervisor had said to do about the XXXX payment. That is when XXXX had let me know that no the supervisor gave me incorrect information and that I could not make an adjustment to the approved loan. XXXX then put two complaints one for my old sole point of contract, and one for his supervisor for misinformation given to me. XXXX then went onto say that I would have to withdrawal the current approved loan and have to submit for a new one to include the month missed of XXXX. Being that it was my only choice as I did not have both month payments we continued to do as such. XXXX told me that the other loan was now invalid and not to sign anything on that loan as we would now move onto the new loan that includes a past due amount of XXXX to be submitted. We then did a verbal loan submission through the phone going over income in order to submit for approval. He told me to wait for the approval to start making payments on the house again. I waited for a response and finally XXXX called to let me know that my loan was disapproved. It was disapproved because XXXX said that it was above now my monthly income. I should note that the trail payments I had made on the previous approved loan were about {$2500.00}, I was able to afford this. Once the loan came the approved loan monthly payments were about {$2400.00} so, I don't know how it was possible that I was disapproved when I could clearly now make monthly payments again. We then tried to put another loan submission in and it as well came back disapproved. At this point XXXX had let me know to contact the Virginia HUD to try to get state assistance but that there was no more options available. I called again and spoke with XXXX 's supervisor explaining to her everything that I had gone through. On Shellpoint 's end they did not write that a lack of miscommunication from my sole point of contact had made me miss the XXXX payment but that I just could not make the payment. The supervisor had let me know that there was one last XXXX XXXX attempt that they could make that was the end all be all of making sure I can keep my home which was the VA XXXX program. She told me she would get XXXX to begin that with me on Monday as it was Friday when I spoke with her. I hadn't heard from XXXX so I called and called and once I was able to reach him I had told him what his supervisor had told me. He then put a complaint on her saying that she gave me misinformation and that all they could do was now wait for the loan to be seen from other different options available so once again we put the loan for submission of any other aid available. I had then called the VA Loan to try and see if I had any other options and see what the XXXX program was. They had explained to me that the loan company submitted it for that and that I looked like a good candidate for that but that only my loan company could submit it. I then called XXXX to let him know of this and he just repeated that he was unsure of that information but that he had submitted my loan up for a look within the company in any way that I could be approved for a loan. I then called and called for a follow up and getting to my XXXX became a problem as he wasn't answering and I was anxious as every month my loan is growing and he had said they were only accepting a lump sum payment of 10 payments which I did not have. I then just spoke to another customer service representative that was available to speak to me while I had the Virginia HUD counselor on the phone to try and help me. She had told me that I was denied for the XXXX in XXXX and any other source of help for my loan. She had also said that I was denied because the previous loan I was approved for I never signed for and because of the missed payment from XXXX. The Virginia HUD counselor then spoke with me on the phone and let me know that what Shellpoint was doing to me sounds wrong and that this is no reason not to work with me to try and find a solution to make payments. She told me to just work with the VA that they have more say then the Virginia HUD in all of this. She also said that the Virginia HUD could unfortunately not help with assistance in this case as they only have been assisting for COVID housing issues. I then called the VA Home Loan representative that I have XXXX XXXX XXXX who was already tracking my issue. I had let her know of everything else that I have tried since we last spoke. She sent up 2 messages to Shellpoint asking if they had considered the XXXX program. She had no reply and so she escalated the issue to higher for a response. She also advised me to file this complaint as it is not right what is happening with my mortgage company. They are not trying to work with me to keep my home. I have had quite a year with the tragedy that occured with my father, then heading on XXXX and moving back. This has all been so hard on me, I don't want to lose my home or be homeless. We can afford payments on my home. I just need someone that will help to work with us. My son is XXXX  and I just had XXXX XXXX this past XXXX after being hurt in training. I don't know what else to do. This has been heavy on us. It's not worth putting this stress on when they can help us keep our home. I appreciate your help ahead of time and hope that you may be able to help us resolve this so that we can continue to live in a peaceful environment again.

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