Consumer complaint received 2024-12-06 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: NY

Complaint narrative:
XX/XX/year> To : Shellpoint Mortgaging Service This Complaint is to Report Fraudulent Fees {$6300.00} Indiscriminately Added to my XX/XX/year> Mortgage Statement, and to request they be removed immediately. 

This is also to report Underhanded, Misleading Behavior and Actions on the part of Shellpoint Mortgage Loan Servicing Employees, ie Customer service and loss mitigation personnel, et al over the last 2.5 months. 

RE : Shellpoint/ NewRez On XXXX, XXXX, XXXX  my mortgage account was reinstated with Shellpoint XXXX 

Days before the reinstatement my seasoned NY attorney asked Shellpoint attorneys for the full amount of all charges and fees for Shellpoint, Forward and Back. They emailed her back the Final amount, which she emailed to me.

At that point, my attorney also requested the reinstatement payment date be pushed back a couple days. She knew I was about to receive a {$20000.00} XXXX  towards reinstatement fees. From a Government agency that was helping me due to my illness.

She informed Shellpoint attorneys I had written confirmation from the XXXX, which confirmed XXXX  would be dispersed in the next seven days. 

But Shellpoint attorneys refused to give the small extension to receive the XXXX that was to be mailed directly to them. 

They said the reinstatement payment must be received and all completed by XX/XX/XXXX. 

I paid the final reinstatement amount by the due date they gave us. 

* Shellpoints refusal to allow a couple days more for payment caused me to lose enormous financial assistance. That would have made a BIG DIFFERENCE going forward, for ease in mortgage payments. XXXX I wouldnt be asking for lower monthly payments now!!! 





XXXX XXXX XXXX XXXXXX/XX/year>, I contacted Shellpoint to let them know I have my own insurance policy, and would be sending it to them in the next two days, which I did. 

The associate I spoke with XXXX pulled up my account and said I see you owe fees of {$6300.00} on your account. 

I said thats not possible. What are those fees for? 

He said he didnt know, but most likely for foreclosure and reinstatement fees I said NO WAY!!! 

I knew immediately this was wrong and they were being deceitful. 

I contacted my attorney. 

I told her Shellpoint was trying to charge me more for the reinstatement and/or foreclosure fees. 

She said Thats Unbelievable. I asked them for All Charges! 

*See attorney email response enclosed. 

XXXXThis is Unacceptable and Deceptive. They need to remove those fees immediately. 

XXXX XXXX and XXXX mortgage statements enclosed here. 

XXXXFURTHER MORE : On XX/XX/year> I applied for a loan modification/lower monthly payments with a Shellpoint associate over the phone. He said I will hear back in XXXX to 7 days. 

On XX/XX/year> I called Shellpoint and got my XXXX, ( Single point of contact ) and I inquired about the XX/XX/XXXX loan modification application status. 

He said he wasnt aware of any XX/XX/year> loan application call & no record of it. 

He then told me that he/Shellpoint had put me in forbearance without my permission?!!

He said because I was in default they put me on forbearance right away.

I said I dont understand why you would do this this?

I simply asked for a loan modification, not a Forbearance. 

And Its only XX/XX/XXXX. 

Im not default.

I still have time to make a timely payment before the grace period ends.

I asked about the loan modification again.

He told me I needed to be in default for three months before I could apply for a loan modification, and also emailed this as a reminder to me. 

Something didnt seem right to me, so I took a moment to try and understand. 

Within an hour, on the same day, XX/XX/year>, I call Shellpoint again and got an associate named XXXX XXXX. 

I told him I was put on forbearance without my permission and I want to be taken off. He said I think its too late. I said what do you mean its too late? I never gave permission for this. 

He said he would speak to an associate to see what they could do, but thinks its too late to cancel the forbearance. 

He put me on hold, and came back-and-forth several times telling me he needed more time to look into this. 

After 40 minutes of me holding, he hung up on me! The automated message that came on said Please try your call again another time Horrible!!

I was unable to call back then. But I emailed Shellpoint loss mitigation about the forbearance matter immediately after.

As Im dealing with a debilitating illness that causes massive fatigue, pain and brain fog, This is very stressful and a lot to process in the middle of all of that.

My XXXX  continued to tell me and email me I needed to wait three months before applying for a loan modification. 

I ended up agreeing to the forbearance only out of exhaustion and confusion. 

After that, the same XXXX  that put me into forbearance without my permission, had the audacity to tell me that I could not apply for a loan modification if I was in forbearance!!! 

So it appears this was a scheme for him/them to put me in forbearance to slow down my ability to get a loan modification. 

This is deceptive practices. 

He also told me that my XXXX XXXX  loan does not allow loan modifications before three months of default. 

I called XXXX XXXX and spoke to an executive there and she said thats incorrect what the XXXX said. 

She said I could apply for a loan modification at any point if there is Imminent Default. Which is exactly why I was applying. 

I told her they had put me in a forbearance. 

She said you can still apply for modification after the second half of your forbearance, in this case towards the end of XXXXbeginning of XXXX. 

In complete contrast to what my XXXX was telling me. 

She also said, The amount accumulated during the forbearance can be rolled into the modification amount. 

( I also emailed all the above to the loss mitigation department of Shellpoint on XX/XX/year> ) XX/XX/year> : Shellpoint has now confirmed by letter that on XX/XX/year> they received my loan modification application and they dont need any further documents from me. 

XXXX 2024 : I called both customer service and loss mitigation at Shellpoint XXXX confirm the confirmation letter, and when I would hear about my request for loan modification/ lower monthly payments. 

The supervisor I spoke XXXX, tried to tell me it wasnt a loan modification I was requesting, it was a " Loan Refinancing, and I needed to go elsewhere for that. 

I said That is ABSOLUTELY NOT what Im asking for!! 

I read to her the language directly from the new Rez/Shellpoint website my attorney sent me about their loan modification, Shellpoint Loan Modification : Usually your missed mortgage payments, get added to your total principal balance and become due at the maturity date of the loan. It is common for loan modifications to offer reductions in interest rates, extended maturity dates, and sometimes they lower the monthly mortgage payments. 

This, right there in the language of their website! 

Here again a Shellpoint associate/supervisor, giving more misleading and wrongful information! 

WHY? To drag me through the mud and throw me off with my modification request every way they could? 

This is Harassment, As Well as Financial Exploitation. 

NOTE : *All phone calls I refer to above were recorded, dated and saved by me, Ive also emailed, sent certified letters, faxes, and in writing to specific departments for dispute and loan modification. Everything is documented. Supporting documents are enclosed or will be forwarded if needed. 

*Reminder to Shellpoint/New Rez : They need to remember they are privileged to be able to make money from our asset. This is my asset not yours, I hope to see you make the amends I have requested here. 

Thank you.

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