Consumer complaint received 2021-10-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
I am writing to file a complaint against Shellpoint Mortgage Servicing regarding the handling of my COVID hardship forbearance.

I am writing because Shellpoint still has not responded to my request to look at my loan and how it was handled when I requested a COVID hardship forbearance. I applied for a COVID hardship forbearance in XX/XX/2021. My point of contact representative is XXXX XXXX. 

I was told I would need to submit a variety of documents, including verification of my bank accounts and financial statements, in order to qualify for a forbearance. It turns out this is untrue as my forbearance request was approved the next day without documents. 

XXXX did not notify me of the approval, nor did anyone at Shellpoint. 

I had also requested my forbearance to start in XXXX to extend until XXXX. Shellpoint did not honor my request and instead started my forbearance backdated to XX/XX/XXXX even though I had already paid the XXXX mortgage. They approved the forbearance for XXXX, XXXX, and XXXX which went against my request. 

I also did not receive any notification, either via mail, email, or a message via the Shellpoint online portal, that my forbearance had been approved and that payments were suspended. This led me to send in my XXXX mortgage payment as well, as I did not want to fall delinquent. 

My husband and I have contacted Shellpoint around a dozen times now at this point. XXXX XXXX has not resolved the issue. This issue has also been escalated to his manager, XXXX ( I'm not sure if this is the correct name ). We have been told multiple times that she would reply and deal with our issue via phone call. We have yet to receive any follow-up phone calls from her. 

We have also sent numerous messages via the online secure messaging system. As of Saturday, XX/XX/XXXX, XXXX XXXX  EST, all messages were mysteriously deleted from the secure messaging system. My partner, XXXX XXXX ( on the loan ), and I have not deleted any messages from the system for record-keeping. They appear to have been deleted on Shellpoint 's side. These messages were still available for viewing yesterday, Friday, XX/XX/XXXX. 

To illustrate my case : My XXXX statement shows no indication that my mortgage request for COVID hardship forbearance has been approved and that my payments have been temporarily suspended. The statement appears as a normal statement and that the full payment amount is expected for XX/XX/2021. I am happy to supply copies of all statements to show how Shellpoint purposefully hides or obscures information so the loan status and payment status are unclear for the customer. 

What I am asking : 1. I am asking Shellpoint to respond to my calls with an appropriate supervisor and to restore all messages in the secure messaging system. Deleting messages is illegal.

2. I am asking someone with the authority at Shellpoint, which is likely a manager or executive, to look at our case and explain why we were never notified that our forbearance was approved.

3. I want an explanation why there is nothing on my account or account statements that shows I am in active forebearance.

4. As I have requested several times from Shellpoint, I want my XXXX and XX/XX/2021 payments returned to me. I also want my forbearance period to be changed to XXXX to XX/XX/2021 in recognition of the error on Shellpoint 's end.

5. I am also requesting that my case be elevated to a manager or executive level. I do not wish to deal with XXXX XXXX, the point of contact for my case, as he was the one who provided a lot of the incorrect information and failed to notify us that we were in active forbearance. He also failed to explain that the forbearance would be backdated to XX/XX/XXXX and claimed that this was standard procedure when I questioned him about it. He should not be allowed to deal with my case any longer. 

I understand that under Section 6 of RESPA Shellpoint is required to acknowledge my request within 20 business days and must try to resolve the issue within 60 business days. Our requests have been outstanding and unanswered since the beginning of XX/XX/2021. Shellpoint has already passed the required period allowed by RESPA for a response. 

I am happy to provide any and all documentation necessary to explain my case. 

I am expecting a resolution, following the demands above, ASAP as per the regulations. 

Sincerely, XXXX XXXX

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