Consumer complaint received 2022-03-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: MA

Complaint narrative:
On XX/XX/XXXX of XXXX the XXXXXXXX XXXX XXXXXXXX, Mass. closed my business due to XXXX for 15 months. At this time, I was in a forbearance for 12 months with XXXX XXXX Mortgage, I missed a payment in XXXX of XXXX and tried to make 2 payments in XX/XX/XXXX, they refused to take the payment, said that I defaulted on a loan modification trail period. They sold my mortgage to Shellpoint. On XX/XX/XXXX, I reached out to Shellpoint to start paying my mortgage. I was giving a point of contact, XXXX XXXX. Shellpoint at that time wanted {$5500.00} to bring the loan current, I explained that my business has been closed for 15 months due to COVID-19 with the rest of the world in this situation, I couldn't pay that amount. They proceeded to make me fill out a loan modification application, which I started to do and every time I sent documents to my point of contact, she needed more, and refused to take any payments except for the outstanding amount, now {$60000.00} to bring mortgage current. XX/XX/XXXX, I told XXXX I could pay my mortgage if they could put the {$6000.00} in the rears of the loan. She stated she had to talk to the investors, the answer was NO! Now we have to start another loan modification application all over again because the old one expired. Every week I get a letter in the mail the Shellpoint is here to help, NOT! As of XX/XX/XXXX, I finished another loan modification application, which takes forever because they keep asking for more and more information, which this never stops. They had a gentlemen come to my house to take pictures for this modification, and he told me to get a lawyer because Shellpoint was coming to take my house, he felt bad for me because I've done nothing but try to pay my mortgage, he said this is what they do. They don't help you at all!!! He said Shellpoint will keep stringing me along till I pay the amount they want, or they come get the house. I was emailed that evening from XXXX that she would let me know as soon as she hears something. Today I received an email from XXXX that she needs XXXX Profit and Loss form my business and I have explained in the past that I was closed for 6 months in XXXX and the numbers wouldn't be accurate, and business is slowly getting back to normal. I have every email that she has sent me, and I have sent her, I have documented everything I have sent her and every time we speak on the phone. I AM SO FRUSTRATED!!!!!! I have applied for a home equity loan from my bank and to pay Shellpoint the {$65000.00} to get reinstated and we got denied because ShellpoinXXXX has lowered my credit, due to non-payment. Catch XXXX. The Massachusetts Attorney Genral 's office has been trying to help me but so far, I haven't seen any results, I have done nothing but try to pay my mortgage since XX/XX/XXXX of XXXX and they REFUSE to take any type of payment except for now {$6500.00}. Today I received a letter from XXXX XXXX XXXX Attorneys at Law, as of XX/XX/XXXX my house is in FORCLOSURE!! So, if my house has been in foreclosure since XX/XX/XXXX, why is Shellpoint ( XXXX XXXX asking for more documents on XX/XX/XXXX and today. So, am I in foreclosure or am I applying for a loan modification to help me start paying my mortgage??? I'm begging you for help!!!! I don't want to lose my home, I'm XXXX and my husband 's XXXX we have lived here for 22 years, and we love our home!! I think you get the jest of what is going on with Shellpoint. PLEASE HELP ME SOLVE THIS ISSUE!!! all I want to do is pay my mortgage and keep my house. Thank You XXXX

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