Consumer complaint received 2024-12-31 00:00:00
Product: Mortgage — Conventional home 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: SC

Complaint narrative:
Our hardship started in XX/XX/XXXX when XXXX hit the XXXX. My wife and I both had a reduction in our regular work hours. 
We reached out to our then mortgage company ( SLS ) who offered us to be placed on a modification. The modification would require us to make XXXX consecutive on-time payments and at the end of XXXX days SLS would adjust our regular monthly payments. The timeline for our program was established as XX/XX/XXXX XX/XX/XXXX. We agreed to this and made all three payments on time as agreed, with our last payment in XX/XX/XXXX. 
On or around XX/XX/XXXX after not hearing from SLS on the update of our new regular monthly payment and knowing that our payments are due on the XXXX of each month, I initially went online to see our new payment ; unfortunately, that is when I saw that SLS on their website had indicated we were in default of our modification program because we failed to make our XXXX payment. Each payment was made through XXXX ( XXXX XXXX XXXX XXXX. I had the receipt that showed the date, amount, to whom it went ( SLS ) and the last XXXX of our account number. 
I tried on multiple times to call SLS but was rerouted to their website. I sent several messages via the website, but to no avail. I continued trying all their messaging center options and eventually got someone around the XXXX of XXXX. 
Then, things got very chaotic as we ( XXXX and I ) spoke to so many different people, who all said similar things but slightly different. I submitted the receipt of our XX/XX/XXXX payment to SLS on XXXX different occasions. Each time the rep could not see where it was applied to our account nor in our file. Finally, XXXX tried speaking with several different agents as well ; needless to say, he too got the same run around. We were told by all the SLS agents that they couldnt accept our regular monthly payment until this was resolved and they found where the money went to. This back and forth and speaking to different ( never spoke to the same person twice and every time we spoke to someone they had to go back and read all the notes ) went on for months. Finally, XXXX of the SLS rep suggested that we to go XXXX XXXX and ask for a refund as well as for a copy of their electronic journal roll. 
XXXX went and spoke with the XXXX XXXX at XXXX who had to call his corporate office. XXXX gave the XXXX XXXX XXXX the email for the SLS department where to send the journal roll and XXXX refunded our money. 
So, in XX/XX/XXXX we received a letter that said that our Forbearance would end in XXXX and that we would be contacted. This was unbelievable! SLS nor any of its agents had informed us of a new forbearance agreement. I called and spoke with a rep ( XXXX ) and she said that was sent in error as it was a miscommunication via technology. She said that we would need to reapply, and she would send us out the documents and that they were still awaiting the decision regarding the misplaced money for our XX/XX/XXXX payment.

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