Consumer complaint received 2024-04-24 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: MI

Complaint narrative:
New rez bought out my loan in XXXX and since then this company is looking to foreclose my home by not following the policy and also interfering with other finances. They deny the communication by dropping the calls, lying about the things they said earlier, denying the options for financial hardship. In XXXX XXXX I contacted them for forbearance but they never replied my application but later in XXXX they said they never received an application and asked me to reapply and when I did they never responded to the application so I called the company but they started harassing me instead of providing me a resolution and later marked my account for foreclosure when I said I wanted to make a payment and said that I have to pay XXXX extra as a fee and they started foreclosure proceedings within 90 days so I have to pay in full with all the savings I had and later in XXXX I requested to remove taxes from my mortgage right after that they stopped my income and said that I am not eligible as I was already late in payments. The bank never updated my master insurance and had me on lender placed insurance for several years even after I provided them all the information and later I have to spend whole month in order to update the insurance as they denied the receipt of the documents every time I called. But later refunded almost XXXX and also refused to return it to me instead they had that in escrow. The city also refunded almost XXXX in XXXX stating that I overpaid the taxes for the past years. While home owners like me are struggling to make payments in this hard times city and the lender is taking more than they should and also refusing to refund it. Recently I applied for forbearance as I needed some break in order to get my business back on track and they denied it saying that I applied within 90 days only after I called them to find out the status on a regular basis and later in XXXX I applied for forbearance and the bank started playing phone tag again and then when I finally got in touch with the agent assigned on Friday she said she isnt available on Saturday and Monday for a call by canceling the appointment I had with her on Monday XX/XX/XXXX and I received an email from another agent stating that he was assigned on the case but I couldnt get hold of him even after I scheduled a time with him on Tuesday and later when I connected with another agent he said that my application was closed and I have to reapply again. I also had a HUD Councellor that I selected from your website to explain if the bank is really following the clause in my case but she wasnt provided with any information to help me so I decided to wait for the assigned agent the next day but after XXXX XXXX, thats after my HUD Councellor was out of office I receive a call from the agent that was originally assigned on my case after telling that she isnt available all day and she was rushing me into picking the option to deferr the payment which is of no help in my situation and also threatened me that it will go to foreclosure if I dont act on that quickly. This is the XXXX month of non payment and according to MI I have 120 days before they can start the foreclosure so I am not sure why the bank is acting unethical in my case. I have been harassed and tortured since the bank took over the loan and I am not sure if bank is directly involved in it but it appears like the bank is doing more than what they should be doing as a bank so please help me to save my home which I owned for past 13 years.

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