Consumer complaint received 2023-08-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
While I was recovering from a medical emergency I applied for mortgage assistance. After NewRez/ Shellpoint received the assistance application I received an email from Loss Mitigation XXXX XXXX who confirmed that the application was received and that they were working on it ( email attached ). Further she confirmed that there was no issues with escrow and that she was going to submit the paperwork for approval, On XX/XX/2023 I spoke with Shellpoint/NewRez about my application and approval. I was told that the application was approved and that the forbearance would cover XXXX, XXXX, and XXXX, and that I would start back making payments XX/XX/2023 ( screenshot of my call log attached ). Today, XX/XX/2023 I received a call from Shellpoint/NewRez as `` an attempt to collect a debt ''. In this call the agent said that she was calling because I was past due. I was confused. I told her that wasn't correct because I was on forbearance, and that I spoke with someone three days ago. She told be that was incorrect and that not only was I not on forbearance, I had been reported to the credit bureau on XX/XX/2023 and would be reported again on XX/XX/2023. First, this loan was transferred XX/XX/2023. For newly transferred loans I thought that there was a 60 day grace period, so why was it reported on XX/XX/2023. Second, if it wasn't reported why are agents from Shellpoint/NewRez engaging in lying that things are beinr reported to the credit bureau when they aren't. The agent informed me that the call was being record, and I also recorded the conversation. After I questioned her about the reporting to the credit bureau she then stated that she saw the paperwork on line and that " no decision had been made. '' Again this is in direct contradiction to the agent on XX/XX/2023 that stated I was approved. Next she transferred me to a supervisor. This supervisor then said that I had not been reported *again being told two completely different things by the NewRez/Shellpoint agents. He then told me that my forbearance was denied. This was the first time I heard that. So now I have been told three differnt things by XXXX XX/XX/XXXX, XXXX I was approved. XX/XX/XXXX, XXXX still in process, and also on XX/XX/2023 denied. when questioned by the loss mitigation supervisor XXXX XXXX about how my account went from approved on XX/XX/2023 to denied on XX/XX/2023 he stated " that the system was having glitches '' and he acknowledged that while I was told the forbearance was on the account, " that's no longer the case '' and that my only option was to bring the account current tonight if I didn't want it reported to the credit bureaus ( also on a recorded line ). When I log into my account it states that I am on a forbearance, but yet I/m told no, ever since my formal complaint. Screenshot from my account says I'm on a forbearance. 

At this point I believe that Shellpoint/NewRez is retaliating against me. I previously filled a complaint about how this loan was transferred and how I was not notified as required by law with this agency. After I filed the complaint my forbearance went from approved to denied. I feel like Shellpoint/NewRez are not following fair debt guidelines, and is engaging in deceptive practices to say that I was reported to the credit bureaus on XX/XX/2023 when that was not true. All of this is coming from my previous complaint and is retaliatory. Can a debt collector lie and say they have reported you to the credit bureaus when they haven't? Can a mortgage company grant a forbearance ( it's even in my online account ) documents attached, and then reverse and deny it without notice or explanation?

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