Consumer complaint received 2025-07-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: LA

Complaint narrative:
XXXX XXXX To Whom It May Concern : I am writing in hopes of getting some assistance with my mortgage held by New Rez/ Shellpoint mortgage for the property at XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX Louisiana XXXX. 



Approximately, late XX/XX/XXXX, I reached out to Shellpoint Mortgage and explained my husband had an illness in the fall of XXXX which resulted in some loss of income during his illness along with over {$20000.00} plus in medical bills and we have be struggling with our finances. I was hoping to get a few payments deferred until our finances improved. 



XXXX XXXX became my single point of contact around the end of XX/XX/XXXX. I spoke with XXXX multiple times and never did she communicate the end of forbearance all XXXX missed payments would be due at once. I have a letter from Shellpoint Loss mitigation dated : XX/XX/XXXX nowhere does it mention in this letter that all three payments will be due at the end of the forbearance. We were struggling to make XXXX payment, it would be foolish to agree to paying XXXX payments at once. At the time of our conversation approximately, XX/XX/XXXX or XXXX, XXXX, only the payment for XXXX XXXX was due. We were not 30 days late. XXXX initially said the deferrment would be for XXXX XXXX XXXX, but when I logged into the Shellpoint online system there was no update so, my husband and I borrowed the money to pay XXXX. We were trying to perserve our credit and avoid any XXXX late payments, knowing if we should need to refinance or get a loan the credit score would be a huge factor. For some reason XXXX encourged allowing the payments to lapse. 



Image my shock and surprise when I received at letter dated XX/XX/XXXX, stating to reinstate your mortgage, you must pay {$5500.00} no later than XX/XX/XXXX. I immediatley called XXXX to no avail and sent emails that went unanswered. Even when I provided multiple dates and times, I would not be working and it woud be an appropriate time and place for me to speak with XXXX regarding my mortgate there was no response. Then I would get a random phone call in the middle of my workday, that I would not be able to answer. The forbearance/deferrment was supposed to be for XXXX XXXX XXXX per the XX/XX/XXXX letter, but my husband became uneasy with the lack of transparency and we again borrowed money to pay XX/XX/XXXX and have been paying every month since XXXX. I understanding was from the letters sent out the XXXX and XX/XX/XXXX payments were under the forberance/deferrment that would not be reported late to the credit bureaus. 



It took multiple phone calls and emails to get XXXX on the phone. On XX/XX/XXXX, I was finally able to contact XXXX. I spoke with XXXX, and she stated that there were several options available to my husband and XXXX XXXX stated she could defer 3 months of payments, and I would qualify for The FHA Standalone Partial Claim at the end of the forbearence which would allow me to put the payments to the end of the Mortgage and the payments deferred would be placed in a separate loan that does not become due until the end of the mortgage term, or the property is sold. XXXX stated the caveat to the FHA Standalone Partial Claim is that the loan must be XXXX months past due. XXXX further stated that the maximum amount of we would qualify for with the FHA XXXX Partial Claim was {$49000.00}. She did not send the XX/XX/XXXX letter out it was automatically generated by the system. XXXX stated verbatim, Your forbearance ends this month, so as of XX/XX/XXXX, we cn process that program, so you don't have to pay the XXXX payments you were behind while on the forbearance. XXXX and I make an appointment to speak on XX/XX/XXXX, after I get off work at XXXX. Of course, I call, and it goes to voicemail, I call back and speak with a customer service representative and ask to be connected to XXXX XXXX. The representative informs me that XXXX is gone for the day. I email on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX in additon to calling XXXX trying to get an appointment to speak with her regarding my mortgage. 



XXXX XXXX phone call, I get another surprise the phone is answered by XXXX XXXX voicemail. I leave a message and call back speaking with the customer service representative requesting an appointment to speak with XXXX XXXX. XXXX XXXX, XXXX XXXX introduces herself as my new single point of contact. I inform XXXX of the conversation with XXXX regarding the FHA Standalone Partial Claim program and that I am interested in pursuing the FHA Standalone. XXXX stated she had no ideal what I was talking about, I have not put anyone on COVID loan terms for over a year. XXXX gave some options : -- -- extend the forbearance for XXXX more months, -- -- -Deferment/ Stand alone partial claim that would be put on the end of Loan in the form of a balloon payment with no interest, due when the mortgage is paid off or the home is sold. No changes to the current loan payment or interest -- -- -- Loan modification the delinquent payments would be calculated into the loan and change the amount due. 

But to qualify for the deferment/ Stand alone or modification options you must be 91 days past due. XXXX casually threw in 120 days but gave no further details. 

XXXX later stated the COVID / FHA Standalone Partial Claim has been retired. 


XXXX and I agreed to extend the forbearance for another 3 months. She stated nothing gets reported to the credit bureaus. : You can still make payments doing the forbearance, nothing gets turned over to the credit bureaus, and no late fees are accumulated. We can plan on speaking the first week of XX/XX/XXXX, after the forbearance ends on XX/XX/XXXX. We set a follow up appointment for XXXX XXXX at XXXX. She stated at that point we will take updated financials, nothing else is needed. You will get a letter confirming the forbearance for XXXX XXXX XX/XX/XXXX. I stress again my concern with late payments being reported to the credit bureaus. XXXX assured me that would not happen. 



If XXXX mailed out a letter with the new forbearanced terms for XXXX XXXX XX/XX/XXXX, I never received it. We did get random people showing up at our home walking around in the back yard and garage area taking pictures, stating they were working on behalf of the mortgage company. There were several emails and phone call attempts between XXXX and I from XX/XX/XXXX to XX/XX/XXXX without success. I would put the exact dates and times when I was not working and would be available to speak and request an appointment, but XXXX would not respond to those dates and time and would randomly call me during my work hours, after I shared my work hours with her during out initial conversation on XX/XX/XXXX. Emails went without a response. I even emailed XXXX XXXX and XXXX XXXX on XX/XX/XXXX expressing my displeasure with the lack of communication and transparency. XXXX never responded and XXXX responded to inform me she was not my single point of contact. 



I called Shellpoint on XX/XX/XXXX requesting to speak with XXXX XXXX and the customer service representative informed me, I no longer had a single point of contact. I requested to speak with a supervisor. I spoke with : XXXX XXXX ( XXXX XXXX XXXX ) /Loss Mitigation Supervisor /NMLS ID : XXXX /P XXXX F XXXX XXXX. The phone call dropped and I did not hear back from her until I received an email on XX/XX/XXXX asking what dates and times we could schedule a time to speak. I responded to her email and as of today XX/XX/XXXX at XXXX XXXX. I have not received a response. 





I am under the impression there is an insincere attempt to make contact for documentation purposes only. No real sincere attempts, because XXXX and XXXX would purposely call during my work hours and not respond to emails. Both XXXX and XXXX came across as deceptive and uses a play on words ( forbearance / deferment ). This is not my profession and until this experience, I honestly thought forbearance and deferment had the same effect on a loan. 



Shellpoint Mortgage has not held up to their promises regarding the forbearance and the reporting to the credit agencies. I was again shocked when I received an alert on my Credit report of 60 days past due payments for Shellpoint/ New Rez mortgage. I have emails and transcribed verbatim phone conversations supporting my claims. 



My husband and I started making payments in XXXX and have paid every month since, although past the due date. The 2 months reported late would be for XXXX and XX/XX/XXXX, when we were under the forbearance, which was not initially communicated all delinquent payments would be due at the end of the forbearance. We honestly thought the payments could be placed in the deferment both XXXX and XXXX mentioned. After this interaction with Shellpoint staff. I did some research and was shocked again to know that this is common practice with this mortgage company. There are hundreds of reviews from everyday people like me and my husband trying to survive this economy and unexpected circumstances. 



We are working diligently to get our loan current. The reason for writing this letter is to have Shellpoint adhere to their initial agreement to not report the months not paid during the forbearance to the credit bureaus. There has been inconsistent communciation, a lack of transparency, and deception. I am not the only customer that this issue with this seemingly predatory lender. A XXXX search of Shellpoint/ New Rez reviews will confirm my case is not an anomaly. It is a standard business practice. 



Thank you for your time and attention. 

XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Louisiana XXXX XXXX ( Available : Mon, Tues, Thurs, Fri XXXX XXXX ; Wed after XXXX XXXX. )

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