Consumer complaint received 2022-06-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
My name is XXXX XXXX, and my late wife 's name is XXXX XXXX. I have a XXXX  daughter as well. I have been paying off my mortgage on my house for the past 12 years ( {$2600.00} per month ). I have never made a late payment in this period. During this time, the mortgage was sold to different companies ; currently, it is under Shellpoint Mortgaging Services. It has been so long that I do not even remember the original mortgage lenders. In XXXX XXXX XXXX my place of employment was shut down due to Covid-19 surges. Because of this, I applied for forbearance on the mortgage. Around 10 months later the shell point granted forbearance for 3 months. I appealed to this because I was behind 10 months due to their delayed response time. I called them and let them know my situation for the second time and they told me to apply for forbearance again. I applied again and there was a 7-month delayed response, but they granted the forbearance again for another 3 months when I asked for a year of forbearance. At this point, I was very behind on payments due to their lack of diligent response. I requested Shellpoint to resume the acceptance of my payments around XXXX of XXXX, as family members were helping me pay ( I still was unemployed at this time ). Shellpoint responded by saying that they would call me again in 2 weeks so I could resume payment. I never received a call from them. I called them again at that point, after the 2 week period asking specifically for the supervisor because the person who was tasked with my mortgage case was giving me a hard time. The supervisor took around 10-15 days to finally call me back. When I finally made the complaint to the supervisor, detailing that I wanted to resume payments ; she said that she would change the employee assigned to my mortgage but that I couldn't resume monthly payments until I paid off the entire $ XXXX {$20000.00}. I called them back and insisted that I wanted to resume monthly payments. I said that I could pay {$5000.00} to help in catching up. The supervisor took the payment, the next month I tried to pay again and they didnt take it. I called again the next month and offered to make a payment of {$3000.00} with resuming the monthly payment. They didnt take the money, so I asked for the supervisor to call me back. 2 weeks later the supervisor called and by that time the next month had started. She didnt want to resume the monthly payments, but she asked how much I could pay the same day and I gave her the {$3000.00}. Every month I tried to pay them, but they wouldnt accept anything. I called them every month to ask them to take the monthly payments, they continuously said that they wanted me to pay the lump sum. I am still currently unemployed and I am $ XXXX {$50000.00} behind, and Shellpoint has filed my house for foreclosure. They are now asking for {$420000.00} in full. My complaint is that they were not taking my payments and they are now purposefully putting the house on foreclosure. I can not pay {$420000.00}. The mortgage is under my wife 's name, I couldnt put it under my name. I can not get any government grants because of this, in order to pay them off. There are other Shellpoint customers that I know are going through this process of putting customers behind on payments, and putting them on foreclosure. Night and day I am getting calls from the Shellpoint collection agency asking for the payment of {$420000.00}. I was begging them every month to take payments and now they are wrongfully putting my house under foreclosure. I would like the Attorney General to investigate Shellpoint, as they are not following rules and ruining peoples lives. They have no one to answer to, and this is why they are getting away with this.

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