Consumer complaint received 2024-07-31 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: IL

Complaint narrative:
On XX/XX/XXXX I was offered a deferment and accepted it. I was told by the Shellpoint representative who qualified me for the deferment that a single point of contact, a XXXX XXXX would contact me within XXXX hours to finalize the deferment, XXXX XXXX NEVER CALLED TO DATE. I called several times and could never reach XXXX XXXX and no one else would assist. On XX/XX/XXXX my loan was sold to a new investor. I never received any information that was loan was sold or being sold. At the end of XXXX, Shellpoint stopped offering Covid Deferments. I called and was finally routed to a new single point of contact, XXXX XXXX XXXX XXXX XXXX now told me in early XXXX, I did not qualify for a deferment because my investor does not allow it. How can my loan be sold when I am in the process of a deferment? How can an investor who did not own my loan when the deferment was offered govern and restrict my deferment that was offered before they owned the loan? This is intentional mortgage fraud and Shellpoint must be stopped. The work out options are supposed to help homeowners to stay in their homes. The only option being offered NOW under the new investor is a modification that would change my interest rate from XXXX percent to XXXX! This would change my payment from {$1500.00} ( which the Shellpoint rep quoted ) to almost {$2800.00}. I would be guaranteed to lose my home. 

I have been fighting this decision of no deferment for XXXX  months now. This has taken a toll on my health, credit and finances. Everyone ( meaning XXXX XXXX XXXX, XXXX XXXX and XXXX a supervisor ) from Shellpoint now agrees ( AFTER my original CFPB complaint that XXXX ( the new investor did not own the loan when the deferment was offered. No one can prove where XXXX XXXX ever corresponded via email, letter or phone-which they are supposed to exhaust as they do with the foreclosure and default information. 
SHELLPOINT NEEDS TO MAKE THIS RIGHT! 
Shellpoint had a duty to contact me as stated by representative who offered the deferment. Shellpoint has a duty to notify the borrower of any changes to their servicer and XXXX. Shellpoint violated RESPA rules. How can they be allowed to operate in this unethical fashion. This has to be some type of compliance violation because my file was allowed to just be neglected. This neglect has caused me further damage. 
CFPB should ask to listen to the original call on XX/XX/XXXX. This call proves the offer and acceptance of the deferment AND provide the timeline for which I was supposed to be contacted by a Shellpoint single point of contact to complete the deferment paperwork. Shellpoint is trying to make me loose my home because there is quite a bit of equity in the property and it would be a good asset. 

I requested the actual written verbiage between and full XXXX to prove what the reasons Shellpoint reneged on the deferment. This will prove my case that this is unfounded, unfair, should retracted and evaluated for malfeasance.

Company response to consumer: Closed with explanation