Consumer complaint received 2020-05-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
I bought my house 16 years ago. In XX/XX/XXXX, I was struggling with health issues and was unable to make my mortgage payment. At the end of XX/XX/XXXX, I contacted my mortgage company XXXX to request a forbearance as I was XXXX awaiting XXXX in XX/XX/XXXX. They advised me that they had sold my mortgage and gave me a phone number to call. I had not received anything advising me of this sale. In XXXX, after my XXXX, I called the number that had been provided to me. I was advised they are servicing my mortgage and I would receive a statement. On XXXX XXXX, XXXX, I called them again and they told me I had to pay {$10000.00} to bring my mortgage Shellpoint acct # XXXX to good standing. I processed my payment though my bank ( XXXX Bank ) for two payments {$5000.00} and {$5600.00} both of which were withdrawn from my account on XX/XX/XXXX. When XXXX rolled around, I received a statement from Shellpoint Mortgage Sevicing asking me to pay {$2100.00} which was my usual {$2000.00} plus fees. I sent the payment to Shellpoint Mortgage Servicing and on XX/XX/XXXX ( my mortgage due date is the XXXX of each month ), the funds were withdrawn from my account. On XX/XX/XXXX the payment was refused by Shellpoint Mortgage Servicing. I contacted Shellpoint and spoke to XXXX ID # XXXX who advised me she could not see the payment made in XXXX yet it had been withdrawn from my account on XX/XX/XXXX. She advised me to give them time to investigate before submitting the XXXX payment again. I voiced my concern with being charged a late fee and she said she would contact me in two business days which would be XX/XX/XXXX. When I did not hear from her, I went ahead and resubmitted the payment and it was again withdrawn from my account on XX/XX/XXXX and then again returned on XX/XX/XXXX. Confused, on XX/XX/XXXX, I again called Shellpoint Mortgage Servicing and was connected to XXXX XXXX ( Phone # XXXX ) who verbally advised me that my payment was being rejected because my mortgage had been put in foreclosure. I asked why because as far as I was concerned I had paid it off and bought it up to date with the payment of {$10000.00} withdrawn from my account on XX/XX/XXXX. She advised me not to send the payment and wait to be contacted with the total due including lawyer fees. Please note, I have never been advised I was in any sort of foreclosure. This verbal notice is the first I have heard of any foreclosure. When they accepted the XXXX payment, which is what I was told was due and even received a statement for, I as a consumer believed I had caught up. That's why I sent my regular payment in XXXX. I am now very confused and believe I am being bullied into foreclosure. I have lived in this house for 16 years and had it not been for my XXXX I would have never fallen behind on my payments. I was not even made aware when my mortgage was sold. Please help me. i feel like I will now be paying high lawyer fees which will likely put me in a position of not being able to make the mortgage payment.

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