Consumer complaint received 2025-01-24 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: HI

Complaint narrative:
In short : The huge lack of communication and inconsistent information from my mortgage lender, Newrez/Shellpoint Loss Mitigation , has left me struggling to resolve my loan issues and regain financial stability.

in detail : In an effort to address the initial missed payments, I proactively contacted Shellpoint months before my separation from the military to inform them of my upcoming change in financial circumstances. In XX/XX/year>, a month before my separation, I attempted to work with them but encountered significant challenges in reaching my assigned " single point of contact '' ( SPOC ), XXXX XXXX. Despite repeated attempts, I was unable to get in touch with him. When I finally made contact sometime in XXXX, we completed a questionnaire to determine my eligibility for a loan forgiveness plan. XXXX informed me that he would follow up within XXXX weeks, but no response ever came. 

Taking the initiative, I left multiple voicemails, sent emails, and continued to call, but I did not hear back until XX/XX/year> -- when XXXX emailed me -- providing his direct phone number. At that point, we collaborated to submit the necessary documentation that would serve to demonstrate my financial hardship. A few days later, XXXX indicated that we were working toward a loan modification and explained that I would be granted a XXXX month grace period, during which no payments would be required. This grace period was meant to allow me to resume payments under the modified loan terms. Again, he promised to contact me in XXXX weeks, but no communication followed. 

By XX/XX/year>, I discovered that my SPOC had been reassigned without any notice. My new SPOC, XXXX XXXX, gave me XXXX options : pursue the loan modification or make larger than normal payments to catch up on the overdue balance. I opted for the latter and successfully made a payment of {$8800.00} in XXXX. 

In XXXX, I attempted to make the same payment, which would have brought my account current. However, I learned that my XXXXPOC had changed yet again, this time to a person whose name I do not have on file. I then requested another appointment to discuss my situation with my new SPOC, but no call ever came. I contacted Shellpoints general help desk and attempted to make another partial payment of {$8800.00}. To my surprise, the representative informed me that partial payments were not accepted, despite my having successfully made such a payment the previous month. When I pointed this out, the representative expressed confusion, stating they did not know how the prior payment had been processed. 

On the same call, I filled out the loan modification questionnaire once more and was told to expect a call from my SPOC, but again, no follow-up occurred. In XXXX, I repeated the process, filling out another questionnaire and being assured of a three-month grace period before payments would resume. To ensure I fully understood the information, I repeated the details provided by the call center representative back to him, and he verified that I was correct. 

In early XXXX, I called Shellpoint to verify the date my payments would restart but, as expected, I received no response from my SPOC. I turned to the call center for assistance and was informed that my SPOC had been reassigned yet again. When I explained my situation to the representative, they stated there were no notes about my loan modification on file. I requested an appointment with my new SPOC, but the scheduled day came and went without any communication.

The following Monday, I called back to inquire about the missed appointment. To my shock, I was informed that I no longer had a SPOC assigned to my account, which, to my understanding, would not have happened unless my hardship was resolved. Furthermore, the representative clarified that there was no loan modification in progress or any ongoing forbearance period.

I then requested once more a meeting with a new SPOC. This time, I did receive a call back from the SPOCa woman named XXXX XXXX. XXXX XXXX advised me to upload a few documents ( bank statements, XXXX dues, hardship letter, letter of explanation, and borrower assistance ) to the NewRez website instead of emailing directly to her, which I did on XX/XX/year>. 

The following XX/XX/XXXX, my wife, and I had a meeting with XXXX XXXX to talk about options moving forward. XXXX XXXX was the first to explain to us in great detail the process of getting a loan modification, what exactly that would entail, and all other options we may have wanted to choose from, including a short sale. Though it would force us to hold off selling our home for a while, we opted for a loan modification. At the time, it felt like the safest option, since it would essentially give my wife and me a clean slate with our overdue mortgage payments. The only thing we needed to do was find a way to have more household income before the upcoming three-month forbearance period was over. On XX/XX/XXXX, the forbearance was approved ; therefore, the period would end XX/XX/year>. 

Although she is employed now, my wife was unsuccessful in finding employment by the end of the grace period. We were then left with no other option than to commence a short sale. XXXX XXXX pointed us toward XXXX XXXX, a short sale coordinator. On XX/XX/XXXX, I requested via email an appointment to speak to XXXX XXXX. I did not receive a response until XX/XX/XXXX, when a XXXX XXXX emailed me from XXXX XXXX 's email, stating : " I am reaching out on behalf of XXXX. They will follow up with you in XXXX business day. '' By the end of XX/XX/XXXX, I did not receive any response, so I emailed XXXX XXXX back requesting an exact time and date. On XX/XX/XXXX, XXXX XXXX requested a loan number to go with the appointment. This is the latest in everything that has happened so far.

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