Consumer complaint received 2020-05-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: MA

Complaint narrative:
I recently refinanced my home mortgage and my loan was sold to NewRez. After three weeks of phone calls trying to contact NewRez, my new mortgage lender, I was finally able to reach a phone representative ( XXXX  ) on XX/XX/2020, and I explained my situation to her. I told her, " I am a XXXX XXXX, and my XXXX   XXXX  will end on Friday, XX/XX/XXXX, and I will be unemployed related to COVID-19. I am calling to find out my options. '' XXXX took my information and said, " You don't need to pay your XX/XX/XXXX mortgage payment. I just made a note in the system. Someone from the NewRez mortgage department will be contacting you within seven to ten days to discuss your options. '' I thanked her, and clarified that " I am not interested in a ( COVID ) FORBEARANCE PLAN. That is not an option for me because the cumulative owed payments will be due at the end of three months. '' I asked her if she was a mortgage person, and she said she was NOT. She was simply fielding phone calls. Well, nobody called me, and I received a letter from NewRez ( my mortgage lender ) in the mail yesterday, Friday, XX/XX/2020. The letter states that my lender has placed my mortgage in FORBEARANCE. I almost lost my mind! That is exactly what I DID NOT WANT! I did NOT make this request! I DID NOT APPROVE THIS PLAN! I was completely misled by this phone representative. I have tried contacting my lender, NEWREZ, LLC, but nobody picks up the phone. They have a recorded outgoing voicemail stating, " Your point person is not available right now. This voicemail is full. '' I plan on calling NewRez on Monday at XXXX XXXX ( EST ), as soon as they open their phone lines. According to the second letter I received today from NewRez/Shellpoint Morgage Servicing, I was appointed a foreberance representative : XXXX XXXX. Her phone number is : XXXX, Ext. XXXX. I am going to request her to take me off this FORBEARANCE PLAN immediately. I did not apply for this plan. I did not approve this plan. NOBODY CALLED ME to discuss my options as indicated by XXXX, the phone representative I spoke to. I am PRAYING that this is not going to impact my credit report adversely because I know it can. I will request they reverse or repair any potential damage to my credit report, immediately. And, I am prepared to make my XX/XX/XXXX mortgage payment, but I will not pay it under the FORBEARANCE PLAN because I want to pay my XXXX, 2020 NewRez mortgage payment. I have documented everything, and I need help removing my home mortgage loan from this COVID FOREBEARANCE PLAN ASAP! Please warn everybody against this lender, especially during these pandemic times! How dare they put me on this plan without asking for my permission? And, how can they legally do something like this without speaking to me or my signing a document? The phone representative misinformed me and misled me to believe that someone was going to contact me to offer me options. PLEASE, PLEASE help me. Time is of the essence as I do not want to make a late mortgage payment due to this company 's fraudulent actions.

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