Consumer complaint received 2025-01-16 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: OK

Complaint narrative:
I am a 100 % XXXX XXXX XXXX veteran who is facing foreclosure because of difficulties with Shellpoint Mortgage related to my XXXX forbearance plan. Since this misunderstanding I have tried repeatedly for a year to try and get the matter resolved and have sent in multiple applications and hundreds of documents but have never actually been reviewed for anything. I have a VA loan and I know there are multiple programs available for distressed VA borrowers, especially relating to XXXX. I have the ability to pay and want to try and fix this problem but run into a brick wall because Shellpoint is denying access to government programs they are supposed to make available to me. 

My wife and I bought the home in XXXX but shortly after purchase XXXX shut down the world and my wife was out of work. We were offered the CARES forbearance by Shellpoint and this lasted for approximately 18 months. We were told by the Shellpoint agent that the missed payments were going to be put back into the loan and deferred as part of the forbearance program and that we needed to resume making mortgage payments in XX/XX/XXXX. We were not yet back on our feet financially, my wife XXXX had XXXX XXXX issues and hospitalization and also there were multiple deaths in my family due to XXXX. We were happy to get approved but were overwhelmed financially and believe that the forbearance should have been extended another 6 months. So the modification approval came to us and we were told that the first payment was due on XX/XX/XXXX. When I tried to submit the payment on XX/XX/XXXX I was told that the payment was late and that I had lost the loan modification. The agent said the first payment was due on XX/XX/XXXX but I do not recall that date being on the modification paperwork, I believe this was an error in communication by Shellpoint. Since that time I have been dealing with a very inefficient system and agents who misplace or lose my documents or are engaged in intentional obstruction and denial of access to government programs. I am 100 % XXXX because of my service to my country and my loan is backed by the VA and the government. I dont see how Shellpoint can keep spinning their wheels and telling me I am under review then nothing ever happens. I think that Shellpoint did not follow the guidelines on the CARES forbearance program and has put me into an impossible situation. I have the funds to make my mortgage payment ; I have had them for over one year. The problem is that Shellpoint is telling me that if I dont come up with the full past due amount they are going to foreclose on me and take my home. 

I served 4 years in the XXXX and was injured during night training with lasers. I began having blurred vision and headaches and was forced to discharge from service in XXXX. When I got out I was considered 30 % XXXX and was able to work at XXXX XXXX then at XXXX XXXX, while XXXX was working full time at XXXX XXXX also at that time. My XXXX condition had continued to get worse and I was declared 100 % XXXX in XXXX We were so excited to purchase our home in XXXX and then XXXX hit and my wife was out of work. 
When the forbearance ended there was confusion as to the date of the first payment, and when I called in to make the payment I was told that the due date for the payment was XX/XX/XXXX and that they would not accept my payment and that I was now kicked out of the modification. They would not accept a double payment to get caught up, they would not accept my apology or understand the situation and instead we were told we had to start the whole process over. The second time was nothing like the first loan modification. I have been trying to re-apply for assistance for XXXX year and I have never actually been reviewed. I have been waiting a long time and keep getting told I am under review but I never actually get any kind of decision on the review.

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