Consumer complaint received 2022-06-22 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
My husband and I have a VA mortgage with New Rez / Shellpoint Mortgage that has been in forbearance due to the Covid-19 Pandemic. After the special Covid forbearance ended, I requested that the VA Covid-19 Refund Modification program be implemented on my account. This program was created by the VA for homeowners that have not been able to financially recover to pre-Covid financial status, which is the case with us. During the pandemic, my husband, after having served honorably in the XXXX XXXX for XXXX  years, was determined to be 100 % Totally and Permanently XXXX. We are now on a fixed income. I am his only caretaker and can not work outside of the home. Additionally, our young adult daughter had to move home from college during the pandemic due to very serious health complications that are only worsening. I am her full-time XXXX  as well. 

I have been asking for the VA Covid-19 Refund Modification to be applied to my account since last XXXX ( XXXX ), as it was designed to substantially lower our monthly mortgage payment to ensure the protection of our homeownership. Each time I have worked with my initial loss mitigation point of contact, XXXX XXXX, I was told by him, as well as his supervisor, XXXX XXXX, to bear with Shellpoint, as they are trying to expedite the implementation of the VA Covid-19 Refund Modification and in the meantime, we will apply a special 3-month forbearance to my account renewing as needed. I should note that during the entire Covid forbearance, I have received a multitude of threatening letters from New Rez / Shellpoint threatening foreclosure, late payment reporting to credit bureaus, and that they have been trying to contact me with no response from me ( which is fabricated ). 

On XX/XX/XXXX, unbeknownst to me, my special forbearance ended as was NOT renewed as promised by XXXX XXXX on XX/XX/XXXX. I received a letter from Shellpoint on XX/XX/XXXX, explaining that my forbearance had ended, and I was now late on all of the payments not made during the forbearance. I called Shellpoint the very next day, XX/XX/XXXX, and confirmed that not only was my special forbearance not renewed as promised, but I also was no longer assigned to a loss mitigation team, and my point of contact had been transferred. I requested a supervisor call back ASAP and a new point of contact to be assigned to my case. 

I was contacted by XXXX XXXX XXXX, who identified himself as the supervisor of my new point of contact, XXXX XXXX. XXXX XXXX called me completely unprepared, with absolutely zero information about my loan or about how to correct the ongoing travesty of a situation. After I took the time to bring him up-to-date, he then said, and I quote, A decision has been made that we will not be offering this program. When I asked what date and by whom was this decision made, he floundered and could not provide an answer. When I persisted, he placed me on hold to research it and said, I dont know if a decision has truly been made ; its just that the program isnt showing up on your account, so I assumed that was the problem. I strongly encouraged him to speak to his supervisor, XXXX XXXX, as well as upper management to get to the bottom of why I was being asked to be patient and wait for the program to be implemented and input into our system by all representatives thus far, from XX/XX/XXXX to XX/XX/XXXX, if New Rez / Shellpoint was never intending to offer me the program the entire time. 

XXXX XXXX promised to 1 ) speak to XXXX XXXX as well as upper management and get the information I was requesting, 2 ) apply a special 3-month forbearance ( through the end of XX/XX/XXXX ), 3 ) provide me ( via email ) with his contact email as well as his supervisor 's contact email, and 4 ) call me back in just a few days with the information I had requested. NONE of this was done. 

It is now a week later, XX/XX/XXXX, and nothing has been done on my accountno forbearance, no call back from anyone, and no work toward resolution. 

It has become apparent that New Rez / Shellpoint is actively working against available resources and all of our best efforts to retain homeownership. Our assigned VA Loan Specialist, XXXX XXXX, contacted New Rez / Shellpoint on XX/XX/XXXX, and again on XX/XX/XXXX, to attempt to have New Rez / Shellpoint right their wrongs. 

XXXX XXXX confirmed that on XX/XX/XXXX, the VA had sent New Rez / Shellpoint a pre-approval for a partial claim VA Refund Modification. She explained that she had approved our mortgage for the Refund Modification program that I had been requesting since XX/XX/XXXX. However, she stated that New Rez / Shellpoint had done nothing with the approval nor had moved forward with the Refund Modification. Once again, no answer or work toward resolution from New Rez / Shellpoint. Our VA Loan Specialist, XXXX XXXX, directed me to initiate a formal complaint via the Consumer Financial Protection Bureau to prompt a full and official investigation into the matter. 

These events have caused significant stress and anxiety so severe that we have had to seek professional counseling for the negative symptoms we are experiencing. It should also be noted that this stress and anxiety negatively exacerbate both my XXXX husbands and my XXXX daughters health conditions.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief