Consumer complaint received 2025-02-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Urgent Complaint No Response from Shellpoint as Forbearance Ends Today Dear [ Recipient 's Name ], This new complaint is directly related to our previous complaint with Shellpoint Mortgage. Our forbearance **ends today, XX/XX/XXXX, XXXX, and we are extremely worried and frustrated due to Shellpoints lack of communication and support. 

We have been **repeatedly** trying to contact Shellpoint for a relevant response, but **no one has responded. ** Our previous point of contact, XXXX XXXX XXXX assured us on XXXX XXXX that someone from Shellpoint would XXXX out to address our concerns. However, **to this day, no one has contacted us. ** Despite our persistent efforts, Shellpoint has remained completely unresponsive. 

# # # XXXX*Serious Issues with Shellpoint 's Handling of Our Case** 1. **Misrepresentation of Loan Modification Options : ** - XXXX XXXX initially offered us a ** {$3500.00} PC loan modification** but later raised the amount to ** {$5000.00} {$6000.00}. ** - She even **emailed us the {$3500.00} offer**but when we received it, the deadline had already passed, which made absolutely no sense. 
- Despite messaging Shellpoint for clarification, **we received no response. ** XXXX. **Unprofessional and Inconsistent Communication : ** - We **only receive generic emails and letters** instead of actual assistance. 
- We requested confirmation of a new point of contact since XXXX XXXX is no longer handling our casebut again, **no response. ** - This lack of communication is not only frustrating but also unacceptable, especially considering the urgency of our situation. 

XXXX. XXXXContradictory Information on Forbearance & Deferment : ** - XXXX XXXX XXXX that we **do not qualify for a forbearance extension**, yet we received a letter saying we **DO qualify if our hardship is ongoing. ** - She also **denied that we were eligible for the PC loan modification**, despite previously offering it on a recorded call. 
- We were only presented with XXXX unfavorable options : - A **repayment plan** that would **increase our monthly payments to {$5000.00} {$6000.00} for XXXX months. ** - A **loan modification that would raise our interest rate, ** which contradicts the entire reason we sought forbearanceto recover from financial hardship. 
- **Just yesterday, we received a letter stating that deferment IS an option**, which was always our preferred choice. This raises serious concerns about Shellpoints lack of transparency.

# # # **Our Immediate Requests** We are now in a **panic** because today is the **last day of our forbearance, and we still dont know what will happen. ** Shellpoint Mortgages **customer service is nonexistent, unprofessional, and highly unreliable. ** - We **demand** an immediate response regarding our **available options. ** - We need confirmation on whether we can : XXXX. **Extend our forbearance** ( as mentioned in Shellpoints own letter ). 
XXXX. **Proceed with deferment** since it has always been our preferred post-forbearance option. 
XXXX. **Revisit the {$3500.00} PC loan modification** offer that was originally extended to us but then denied. 

Shellpoints failure to clearly outline these options **before and after approving forbearance** has caused unnecessary stress and uncertainty. Customers deserve **clear, honest, and timely communication**not misinformation and silence. 

We need **urgent action** today. Please provide a response immediately. 

Thank you, XXXX and XXXX XXXX

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