Consumer complaint received 2023-09-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
I currently have a mortgage with New Rez/ Shellpoint MTG . The beginning of XXXX I called shellpoint because I had been out of work since XXXX on XXXX XXXX XXXX and new that I would not be able to make the payment by the XXXX of the next month so I called to see what programs were available to avails a 30 days late to my credit. I spoke with a women that informed me I was eligible for the forbearance program and advised that I would get the paperwork to confirm in 7-10 business days on this particular phone called I stresses to the agent how important it was for me to avails a 30 days late and that I was very appreciative for the assistance. A couple days later I got the urge to call and double check the info given and this time I spoke with a gentlemen I explained again that I was trying to a sound a 30 day late to my credit and wanted to confirm I was indeed approve for this program he advised me that I was approved and there were no worries. A couple weeks later I receive an email from my credit monitoring company advising that I had been reported 30 days late on by shellpoint mortgage frustrated and lost I called and spoke with a manager and explained the issue he agreed that I should have been made aware that the forbearance was for the 3 future months and not for the month I was calling in about I was very upset and explained to the manager that my whole reason for calling and being proactive was to avail what had just happened and that I had explained that to not one but two reps he agreed to listen to the phone calls and determine what information was left out and call me back with an update 3-4 weeks passed and I had heard nothing so I called back and was told by a representative that my complaint was not even handles or investigated I was then transferred to another manager I explained the situation she stated she agreed with what I was saying but could not promise the removal of the 30 days late and that I could file a dispute she would put in yet another complaint but just because I was not given the correct information verbally they sent out a letter I never received a letter stating I was in jeopardy of being reported to the credit bureau in fact I didnt receive any letter but a bill asking for payment I am currently awaiting a letter from them that I am suppose to notarize sign and send back giving them permission to move my delinquent payments to a interest deee FHA account that has to be paid back when I sale or refinance I spoke to the company about this on XXXX also a manager as well who confirmed I was eligible the only thing I have received from them is a letter threatening foreclosure and asking for payment even during this most recent forbearance I stayed confused because I always receive bills and demands for payment when I thought the collection period was suppose to stop moral of he story this company did clearly or accurately describe the terms or conditions of this forbearance program through communication with me I have been out of work almost six months due to a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX sometimes I have to call to have the instructions verbalized in their system they should have the many times I called to confirm or make sure things were correct due to my current mental state when it was verbalized to me over the phone more than once that everything was worked out I felt secure only to find out major details were left out of these conversations and I was left to sort Tia out without any help from shell point

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