Consumer complaint received 2021-09-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
I suffered hardship due to covid-19 beginning in XXXX of 2020. As well as I was current in XXXX of 2020, therefore met the requirements for a Pandemic forbearance plan. As I became more delinquent I submitted requests for assistance as well as asked about the pendant forbearance plan or some kind of option for Relief and was told there was no relief for me. I have a SPOC, who continued to tell me my only option was to refinance and I would have to come up with 5 to 10 payments to be able to do that or I could have my interest rate raised and my monthly payments raised that's the only way they could help me that's the only modification they could give me. Since then after sending several modification documents and missing documents and complete more documents constantly not being received or being incorrect or any other reason they deemed incomplete or rejected. XXXX XXXX, MY 4TH SPOC, is that person who continually told me I didn't qualify for a forbearance plan. After getting the door notice with no attached documents to send back for any kind of assistance, letter stated they would be attached but were not, I reached out to XXXX XXXX once again. Not only was I able to finally utilize a forbearance plan because sure enough I did qualify. How is it that I didn't qualify when I first suffered my hardship but now all the sudden I do qualify? there's only three four months left if they're going to allow it? Not only has this caused my credit to plummet due to the negative reporting, the late fees and overall stress of losing my home to find out this option everyone else I know used or is using to keep their homes that I had requested multiple times. I wouldn't have experienced these burdens on the forbearance plan if they would have let me use it when I needed it. So no I couldn't refinance anywhere if I if I tried because my accounts delinquent before going into the forbearance that they've been reporting every month the late fees I'm incurring winter adding up every month the assistant options that aren't available for me to reduce my payment on my interest to make my home more affordable these damages I have been detrimental to my financial well-being my mental well-being and there's nothing I can do about it. I feel like this falls under deceptive Lending not to mention the other issues I've had with them some of which are in class action lawsuits. To have programs available but not let your customers utilize them until it's too late so the situation that they're in is too deep so now the only resolution they have is to increase my monthly payment with a modification that will not lower my interest and not extend my mortgage therefore increasing my payment it doesn't seem like that's the type of modification that would provide relief. Once again I feel that some of these are deceptive loan practices or predatory lending.

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