Consumer complaint received 2020-08-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
Dear CFPB, In their XX/XX/XXXX reply signed by XXXX XXXX /Compliance Department , Shellpoint/NewRez intentionally and consistently fails to provide any specific response as to WHY up to this date they keep ignoring my requests for a six month covid related forbearance extension, WHY their own website reflects that on XX/XX/XXXX I owe {$7300.00} - ( they previously called a forbearance fee and now hideously trying to cover up with multiple print out showing otherwise ), OVERLOOKED specific discussions with Ms XXXX including my specific email on XX/XX/XXXX to which Ms XXXX replied on XX/XX/XXXX and PLAINLY LIE that Ms XXXX the loans designated SPOC changed on XX/XX/2020 when Ms XXXX was assigned to me again on XX/XX/XXXX and again on XX/XX/XXXX when I contacted the generalized email for Loss Mitigation Department on XX/XX/XXXX and XXXX. 

In my original complaint and reply to Shellpoint/New Rez letter dated XX/XX/XXXX, I requested corrective actions ( copied and pasted from page 2 ) : *address my request as to a 6 ( six ) months extension on a forbearance *did not justify nor explain accessing {$7300.00} on XX/XX/2020 when all my prior payments were timely ( it appears that Shellpoint /NewRez increased my monthly payment amount during the forbearance but their numbers still do not match up to their misleading explanation as they now claim that they did not charge me the forbearance fees ) *did not include the discussed terms as to the payments on forbearance are to bepaid off at the end of the loan in a lump sum. in the written agreement as agreed upon with their Loss Mitigation Team representative Ms XXXX. 


My request for a 6 ( six ) months extension on forbearance is still being ignored. In their XX/XX/XXXX response, Shellpoint/New Rez reduced my 6 months extension request to a 3 months extension request by extending my original forbearance ending XX/XX/XXXX to XX/XX/XXXX instead of XX/XX/XXXX despite of your XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  backed loan is entitled to a 12-month forbearance period total, in maximum increments of six ( 6 ) months, if you request it due to a sustained inability to make your full contractual monthly installment payment.. Shellpoint/NewRez failed to reply as to WHY they again reduced my six ( 6 ) months extension request to three ( 3 ) months extension request on XX/XX/XXXX. 

2 ) Shellpoint/NewRez failed to provide ANY information as to why their own website showed that on XX/XX/XXXX I was charged {$7300.00} when my loan was current and last payment due XX/XX/XXXX was paid on XX/XX/XXXX. 
Was their own website showing an erroneous information? Then if their website was showing an erroneous information, Shellpoint/NewRez needs to admit such and back it up with their multiple print outs they provided with their XX/XX/XXXX reply. 
The screenshot taken from their website ( attached again to this letter as exhibit 3 ) CONFLICTS with multiple printouts they provided with their response in an attempt to hide their actions trying to assess forbearance fees on my account. 
Can Shellpoint/NewRez SPECIFICALLY address as to WHY their own website showed that on XX/XX/XXXX I was charged {$7300.00}. I am again attaching a screenshot of their own website as Exhibit 3. 
3 ) Shellpoint/New Rez declined to correct their agreement as discussed with Ms XXXX and confirmed in writing via email because loans former Single Point of Contact ( SPOC ) did not promise you this repayment arrangement. Well, all correspondence states otherwise ( see exhibit 1 ). For example, on XX/XX/XXXX I asked Ms XXXX to confirm the discussed Ms XXXX, Please confirm that as an FHA loan, the payments on forbearance are to bepaid off at the end of the loan in a lump sum And Ms XXXX replied on XX/XX/XXXX at XXXX : Good morning, The payments will be due in a lump sum or you may apply for a repayment plan, modification, or a deferment. 
If Shellpoint/NewRez provides false and misleading information they later can not include in their agreement, such act warrants an investigation. I am again respectfully ask to revise my agreement to include the specific language discussed and agreed upon : the payments on forbearance are to bepaid off at the end of the loan in a lump sum 4 ) The last paragraph of Shellpoint/NewRez XX/XX/XXXX letter states the loans designated SPOC changed on XX/XX/2020 ; accordingly, any futher questions or concerns you have about our mortgage assistance workouts should be directed to the current SPOC. 
Shellpoint/NewRez did NOT provide the contact information for new SPOC including a working phone number and an email address. Furthermore, when I contacted a general Loss Mitigation Email on XX/XX/XXXX and again on XX/XX/XXXX, Ms XXXX your loans designated SPOC changed on XX/XX/2020 ) was the only rep assigned to reply to my XX/XX/XXXX and XX/XX/XXXX requests ( see attached exhibit 2 ) As Shellpoint/NewRez failed to address important issues raised in my last request, I am again requesting answers and corrections as described above and summarized below : *address my request as to a 6 ( six ) months extension on a forbearance. Shellpoint/NewRez failed to reply as to WHY they again reduced my six ( 6 ) months extension request to three ( 3 ) months extension request on XX/XX/XXXX. 

*did not justify nor explain accessing {$7300.00} on XX/XX/2020 when all my prior payments were timely ( it appears that Shellpoint /NewRez increased my monthly payment amount during the forbearance but their numbers still do not match up to their misleading explanation as they now claim that they did not charge me the forbearance fees ) Can Shellpoint/NewRez SPECIFICALLY address as to WHY their own website showed that on XX/XX/XXXX I was charged {$7300.00}. I am again attaching a screenshot of their own website as Exhibit 3. 

*did not include the discussed terms as to the payments on forbearance are to bepaid off at the end of the loan in a lump sum. in the written agreement as agreed upon with their Loss Mitigation Team representative Ms XXXX. 

Your help and time with this matter is extremely appreciated. 

Respectfully, Dated : XX/XX/2020 XXXX XXXX

Company response to consumer: Closed with explanation