Consumer complaint received 2024-06-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
On XX/XX/XXXX my housing XXXX ( XXXX XXXX XXXX from XXXX XXXX ) and I informed Shellpoint that my state had run out of money and I would not be receiving state funded mortgage assistance after all. This was already very disheartening. 
I had been in the que for funding with the state so long that my original default had moved into foreclosure status. The state had been communicating with Shellpoint and all negative information was in hold and Shellpoint was just awaiting payment. The rep, from Shellpoint, XXXX said Shellpoint had options to help homeowners like me. So she asked me a series of questions about my income, entered the information and told me I qualified for a deferment and gave me the new proposed mortgage payment which was great relief because it was very similar to the payment I was making Pre pandemic. Prior to the pandemic, I had NEVER missed a mortgage payment. XXXX told me my single point of contact XXXX XXXX would contact me within XXXX to finalize things. I called and could never reach XXXX XXXX. I waited for XXXX weeks I never heard anything. I would consistently So I called. This time I was automatically routed to a different single point of contact XXXX XXXX. Now XXXX XXXX said my only option was a modification and my payment would change from {$1500.00} to almost {$2800.00}. I was devastated. I asked what happened. He said my investor DOES NOT allow deferments. I said my original loan was with XXXX and did allow for deferrals. I explained to him there is no way I can make a {$2800.00} payment. I am still playing catch up on everything from during the pandemic. I asked for a supervisor and for the original call from XX/XX/XXXX to be reviewed. XXXX was clear about what options were available to me. Since that call, I have asked for the specific reason in writing of why Shellpoint offered a deferment to me and reneged but is still offering deferments to other homeowners in distress. I have been told different explanations everytime I call in. XXXX person said my investor does not offer deferrals. Another said my loan was XXXX XXXX XX/XX/XXXX when I originally spoke to XXXX but XXXX of XX/XX/XXXX was sold and that investor does not allow deferrals. I asked what happened between XX/XX/XXXX and XX/XX/XXXX? He could not provide an answer. They all were very rude and were not trying to assist me. I am XXXX XXXX XXXX and have been in my home since XXXX without any adverse or derogatory activity on my mortgage. I will be homeless because I will not be able to get an apartment either because the negative reporting from Shellpoint has my XXXX XXXX at XXXX. I have never in life had a XXXX XXXX below XXXX since college. 
I can make the payment that was offered for my deferral. I think something discriminatory is happening because Shellpoint is allowing deferments to customers in similar situations whether on purpose or by mistake. I am trying to reach the Corporate offices of Shellpoint to have my situation reviewed at the XXXX level. A side note-I have not received modification papers for the {$2800.00} as of today. I explained that to the rep yesterday XX/XX/XXXX who said they are being mailed again. 
This is not fair that deferrals are being offered but denied for my mortgage. I spoke with my investor ( per Shellpoint XXXX XXXX XXXX XXXXXXXX XXXX they dont show my loan anywhere in their database under the address or social. This XXXX situation is bazaar and doesnt make sense. No one from senior management will pull the calls, explain what was said and has transpired, review my mortgage and me as a borrower on individual merits and honor what they offered. They will not let XXXX speak either and I think she XXXX be being punished unduly when she was truly trying to help. My additional question is can my original XXXX XXXX XXXX agreement terms be changed by a new investor? And if so, must I be notified of the changes. 
Lastly, Shellpoint bought my loan when I was already the state mortgage assistance program from XXXX XXXX. XXXX XXXX had not reported any negative information against me. Somewhere during the change of hands the mortgage hold was lost due to the change and I had to start all over with the state funding application because of XXXX purchase or whatever was documented. I lost my place in line with the state funding due to this change in ownership. Its XXXX fault I was in the state mortgage assistance system for so long. To make matters worse Shellpoint started reporting me to the credit bureaus immediately.

Company response to consumer: Closed with explanation