Consumer complaint received 2020-07-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
I am filing this complaint against Shellpoint Mortgage Service DBA New Penn Financial DBA NewRez Servicing and Ms XXXX XXXX for : 1. Charging me {$7300.00} in fees for a forbearance request due to temporary inability to work due to coronavirus while my loan was current without a single missed payment. ( See attached exhibit A ) 2.  Refusal to indicate in written forbearance agreement the full terms discussed 3. Ignoring my multiple requests for additional 6 months forbearance due to Covid as my circumstances have not changed as to my temporary coronavirus induced hardship ( my loan is XXXX XXXX ) 4. Failure to correct the above for weeks upon repeated requests ( including requests in writing ) I contacted ShellPoint and NewRez in  regards to coronavirus induced hardship multiple times, in writing, starting on or about XX/XX/XXXX. 
My requests were first ignored and then reduced to 3 months forbearance. The three months forbearance was approved on XX/XX/XXXX. 
I never missed a single payment on my mortgage and made my last payment of {$3600.00} on XX/XX/XXXX which New Rez promptly deposited on XX/XX/XXXX ( due XX/XX/XXXX ) and then the next bill due XX/XX/XXXX showed {$7300.00} - a service fee for requesting COVID forbearance which is outrageous and can NOT be charged! 

On XX/XX/XXXX I again confirmed the terms of forbearance and in writing with XXXX XXXX Loss Mitigation Specialist Shellpoint Mortgage Servicing Toll Free : XXXX XXXX including the payments on forbearance are to bepaid off at the end of the loan in a lump sum. ( Exhibit B ) which Ms XXXX confirmed as true ( Exhibit B ) on XX/XX/XXXX XXXX. I asked her again to include the following clause in the agreement : the payments on forbearance are to bepaid off at the end of the loan in a lump sum. as we discussed below. ( Exhibit B ). 
Ms XXXX refused to correct the agreement she originally sent me ( Exhibit B ) and told me to contact their general email. At that point I told Ms XXXX that I already submitted multiple requests to shellpoint and they transferred me to her. As she confirmed in her last email, I was requesting the exact same wording to be added to the agreement. 
Ms XXXX gave multiple excuses not to give me anything in writing including the following excuses that : 1. she does not send letters while her first communication was a letter agreement, the very same one I was asking to correct to reflect the statement we discussed. 
2. The letter may have my name on it but I do not write letters at all. 
3. Your loan will be reassigned to a new point of contact by this afternoon as I am no longer on the team that handles your account. and many more ( her emails available if needed ) I kept asking to correct the situation for days and was constantly ignored so I know that Shellpoint Mortgage Service DBA New Penn Financial DBA NewRez Servicing and Ms XXXX XXXX purposefully pocketed thousands of dollars in illegal charges for forbearance requests on accounts during coronavirus pandemic which is predatory and warrants investigation by authorities for fraud and illegal business practices.

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