Consumer complaint received 2024-05-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: OR

Complaint narrative:
In XX/XX/2023 I escaped a dv situation, with a restraining order and divorce. I became a single mother, with half my previous income. 

I exhausted my savings, and occured significant credit card debt to maintain my mortgage payments, to not fall behind as a rental payment would be about the same, not to mention the negative affects on my credit that will add barriers to housing there after. 

I applied for a loan modification at the end of 2023, and was denied. I was told that because I am not missing payments even though at risk to, I can not get assistance until I do. 
I was offered a deferment. Which meant skip XXXX  months to pay a lump sum of XXXX months at the end. Which kinda sets me up for failure. I was told to sell, defer, and there was no further options for me. 

Can't refinance, can't get loans, because my dti ratio is too high. Because my mortgage is too high, and although I have a good paying job, it's not enough as a single income. 

I paid out XXXX I didn't have, to reduce what I can by removing my mortgage insurance. Unfortunately although XXXX XXXX got my check. They sat on it and waited over a month maybe XXXX, to even submit for the appraisal to remove it. Which delayed the only small reduction I have available to me, by XXXX to 2 months. 

I have contacted every nonprofit in XXXX XXXX, who all directed me to speak with my servicer. 
Other services would be happy to help, but, my servicer is not them. 
I spoke with every resource I can find, I was given. 
HUD hope XXXX, all suggested I speak with my servicer since my income is less than my monthly expenses and I'm in imminent risk. 
Who will not even speak with me until I miss a payment. 
Or homeowner assistance fund, which is closed to new applications, while requiring my local hah ( access ) to apply for me, whom won't help me unless I was renting. 

I even called Fannie mae, who backs my loan. And they directed me to work with my servicer for relief due to financial hardship. 

So I spoke with newez twice more today, to still be denied, and provided the same resources I already called prior, that sent me to call them in the first place. 

I'm being ran in circles trying to salvage my life, keep my home, and maintain what credit I have left after the debt I was left with by my abuser, while accruing more to feed myself and my son. 

I'm not asking for a hand out. But timely processing of my mpi removal would have been nice since it's the only thing I had to alleviate my expenses. ( I already removed and reduced every single thing I can at this point ) And a simple modification to make this more affordable. XXXX there is no options out there for a single parent when it comes to a mortgage, with a servicer that refuses to help until your already in a hole.

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