Consumer complaint received 2025-07-07 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: FL

Complaint narrative:
In XXXX of XXXX  our home was flooded after XXXX XXXX. We called Shellpoint Mortgage to ask for a forbearance period which was supposed to start XX/XX/year> for XXXX months, per the customer service representative. We didn't make XXXXXXXX XXXX payment because we were told we couldn't make payments during this forbearance period. Shellpoint didn't actually start the forbearance period until XXXX and by the time we realized that and tried to make the XXXX payment to square up, they would not accept any payments from us towards our loan. We argued with them to no avail and during this period we were bombarded with tons of communication that contradicted info we were told over the phone. Our " single point of communication '' was a XXXX XXXX who never answered her phone and we would receive calls back from other agents who were less than helpful. Come mid XXXX I called Shellpoint to make sure we were on target to begin our payments for XXXX, and the customer service agent told us he couldn't help us until XX/XX/XXXX and said I had to call back on that day. When I questioned him that it was a XXXX  and could we get help and he confirmed we would get an agent. I asked him if there was anything we could do ahead of XXXX to prepare our account to start making the normal payments and he said we couldn't do anything at all during the forbearance period. I called on XX/XX/XXXX and Shellpoint was closed so nobody was available to help us. I called back that following week and the customer service agent said our single point of contact XXXX is who we needed to talk to. By the time we connected with XXXX we missed the XXXX payment. We received foreclosure threats, and were barraged with communication about our delinquent loan etc. We pleaded with XXXX to help us get back on track and to apply the payments we tried to make but she said that we were XXXX  months behind on payments by then so a loan modification was the only option. We reminded her of the history of communications and that this was all due to a natural disaster, XXXX XXXX, and we lost our home, appreciated the forbearance period and just want to get back making payments and had been trying to do so. Very long story short Shellpoint came up with a loan modification without any input from us and nor would they take any feedback from us. The whole agreement was extremely confusing to understand, and the clock was ticking. They only gave us a week and a half to review and agree to it and get it notarized and send back and the due date was Monday, XX/XX/XXXX XXXX XXXX so that really cut our time short. We tried to reach XXXX during this timeframe so she could answer the ton of questions we had on it, but we couldn't get her. We did talk to another agent for about an hour and during that conversation we asked if there were any other options other than this modification and she said there were not. XXXX sent threatening letters that if we didn't get the paperwork back the offer would be revoked and a less attractive modification could be offered. We ended up agreeing to it to get it behind us as we were also dealing with trying to rebuild back our home from the flood that was taken down to the studs. Shellpoint was a horrible partner through this whole process and their customer service is terrible. We don't feel like we were treated fairly by Shellpoint at all and were certainly not treated well considering we are their customer. What my husband and I did not know was going to happen was that our credit scores would take a major dip. We thought that this couldn't happen when you were impacted by a natural disaster. We can not even qualify for another loan at this point. We don't want Shellpoint to service our mortgage any longer, but we realize we don't have a choice in the matter as loans are sold all the time. I don't think this practice should be permitted but that is not the crux of this complaint. We want our credit scores returned to what they were prior to the hurricane flooding our home in XXXX, XXXX.

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