Consumer complaint received 2023-08-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
**To Whom It May Concern, ** I am XXXX XXXX XXXX XXXX  writing to express my concerns and seek assistance regarding my mortgage servicing experience with XXXX XXXX XXXX XXXX XXXX XXXX and its subsequent transfer to Shellpoint Mortgage in 2023. 

**Account Details : ** - **Shellpoint Mortgage : ** Loan # XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   Loan # XXXX In the early part of 2023, I availed of XXXX XXXX assistance program and was granted a 90-day forbearance, which consisted of three payments. This program was immensely beneficial to me during a challenging period. 

In XX/XX/2023, I proactively reached out to XXXX to discuss the resumption of my monthly payments. I explicitly communicated that I would not be in a position to clear any back payments immediately. In response, XXXX graciously offered to extend the forbearance program for an additional three months, which I accepted. Furthermore, I was informed that upon resumption of my regular payments, I would have three options to address the back payments, as detailed below. 

However, in XX/XX/2023, I was taken aback to learn that my mortgage was being transferred to a new servicing company, Shellpoint Mortgage. Despite my earnest efforts to liaise with XXXX to finalize the forbearance program and discuss the deferral of past payments, I was redirected to Shellpoint. I diligently followed up, providing all necessary documentation, including bank statements and a Request for Mortgage Assistance application. It was only on XX/XX/2023, that I received any communication from Shellpoint, in the form of three nearly identical letters. Upon speaking with them, I was informed that they would only consider deferring three payments, and that too after I make a lump sum payment covering three months in XX/XX/2023. This proposal is not feasible for me. 

For reference, my point of contact at Shellpoint is : - **XXXX  XXXX XXXX Phone : XXXX - Address : XXXX XXXX XXXX, XXXX, SC XXXX XXXX Website : www.Shellpointmtg.com At XXXX, my designated Relationship Manager was XXXX, although I must note that I never had the opportunity to speak with her directly in 2023. 
- Phone : XXXX - Address : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX **Options for Addressing Back Payments : ** 1. **Repayment Plan : ** This would allow me to repay the missed payments over an extended duration by paying my regular monthly mortgage installment plus an additional amount. 
2. **Modification : ** There's potential for a more manageable monthly payment by altering the terms of my mortgage loan. This could involve a reduction in the interest rate, a partial payment deferral, or an extension of the loan 's maturity date.

3. **Deferral : ** This option would bring my account up-to-date without modifying the loan terms. The principal and interest from the missed payments would be appended to the loan 's end, forming a non-interest-bearing balloon due at maturity or when the loan is settled in full. 

I kindly request the Consumer Financial Protection Bureau to intervene and assist in resolving this matter. As a XXXX citizen, I am seeking a fair and compassionate resolution that takes into account my age and financial circumstances. 

Please note that as of now, I am represented by an attorney : XXXX XXXX XXXX XXXX XXXX. ** - Email : XXXX - Address : XXXX XXXX XXXX XXXX # XXXX, XXXX XXXX, CA XXXX Any communications or discussions regarding this matter should be directed to Attorney XXXX. 

Thank you for your attention to this matter.

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