Consumer complaint received 2024-04-30 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: MD

Complaint narrative:
Old Complaint : I was sick in XX/XX/XXXX. I had XXXX  XXXX & requested for Forbearance from XXXX XXXX via Shellpoint Mortgage Servicing LLC, Loan Servicer, but unfortunately, Shellpoint Mortgage Servicing LLC didn't forward my request to Fannie Mae, the Investor of my Loan. I have Doctor 's Letter to support my statement & can be shared, if requested. It's very unfortunate that Shellpoint Mortgage Servicing LLC is Possibly violating Cares Act & may also involved in Possible Discrimination. I strongly believe that Shellpoint Mortgage Servicing LLC is behaving this with me because I am a Minority, Person of Color, XXXX XXXX XXXX XXXX. I want CFPB to take action against Shellpoint Mortgage Servicing LLC for harassing People of Color & Minorities & not proving requested relief as per the Cares Act & start an investigation by Department of Justice for possible Discrimination & possible violation of Cares Act.

New Complaint : After the last complaint, I received the Loan Forbearance. After my Loan Forbearance ended, I requested for a Loan Deferment but Shellpoint Mortgage Servicing LLC & New Rez LLC didn't offer me Loan Deferment but offered me Loan Modification so that they can make more money as Incentives from Fannie Mae & I have to pay more Interest. I contacted Shellpoint Mortgage Servicing LLC & wanted to start my Mortgage Payments from XX/XX/XXXX & XX/XX/XXXX but Shellpoint Mortgage Servicing LLC denied to accept my 2 Month 's Mortgage Payments & only ready to accept 12 Months Mortgage Payments. I sent multiple emails as current as XX/XX/XXXX & XX/XX/XXXX but failed to get any response other than customer resolution team will review & will get back to me shortly. 

I have the letter from Fannie Mae which states that Shellpoint Mortgage Servicing will get a Financial Incentives as Servicer Advances of {$3300.00} ( Document Attched ) for Loan Modification & hence, Shellpoint Mortgage Servicing XXXX is forcing me for Loan Modification when I requested for Loan Deferment as my First Choice & hence, violating Cares Act. 

I was falsely informed by XXXX XXXX XXXX that Loan Deferment is not available by as it expired on a Recorded Line but that is totally false as I got Loan Deferment from XXXX XXXX  XXXX in XX/XX/XXXX itself when I made the same Request to Shellpoint Loan Servicing LLC but failed to get a Loan Deferment. 

Shellpoint Mortgage Servicing LLC & New Rez Mortgage LLC is possible involved in unlawful & possible unethical action & the person involved from New Rez Mortagge LLC is XXXX XXXX XXXX. 

I contacted Fannie Mae as well on XX/XX/XXXX & the contact person was XXXX XXXX XXXX & I suspect that XXXX XXXX XXXX XXXX also be involved in some kind of possible corruption here by not offering me a Loan Deferment & by not responding to my email. 

Please report this complaint to Department of Justice for Possible Prosecution for possible knowingly & possible willingly violating Cares Act.

I am currently very sick & need help from CFPB & Federal Government including DOJ. Please start an investigation against Shellpoint Mortgage Servicing LLC & New Rez Mortgage XXXX immediately.

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