Consumer complaint received 2021-03-24 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
I tried to make my mortgage payment in XX/XX/2020 and was unable to log on to my account. I called customer service several times and got different responses. When I tried making a payment I was directed to pay online using my portal. They would get me off the phone by convincing me the problem would be solved when I recieved an email with a link to registering my account ... when I try logging the error message is that this account is already registered ( which is true because I had used it ). I go to change password and a link is sent to my email and I can request my username just fine. I try to log in and I get directed to Registration again. I have called several times over the last year and sent requests for assistance to their webhelp and I get a message that they received my request and would get back to me, and never did. This happened several times. I requested forbearance for COVID-19 Hardship after they would not take a payment from me and income was drastically reduced, and identity theft was discovered when my fiance applied for unemployment. His income helps support our household. So throughout the last year, our financial situation improved. My fiance got back on Soc. Security Disabilty, my child support increased and I was able to rent to a homeless veteran who has VASH housing voucher, so HUD pays me $ XXXX/month for half of my house. So before my forbearance ended, I tried to make a payment and they would not let me. One customer service or loss mitigation said it was because I can't until after forebearance ends, another said I had to apply for repayment plan and be accepted, another said I have to watch personalized video and choose an option ( tried several times, and would not let me choose anything ) or forced me to log in, which was not happening. Then I was told I did not qualify for any repayment plans for different reasons depending upon who I spoke to. One said it was because I was not current when forbearance started ( they would not take payment and made it so I could not log in ). Another said I did not qualify for any plans because it was a few days after the end of the forbearance ( mind you I had been in contact and trying to remedy this prior to the end. ) One said he could apply for deferment with special circumstances ( I was promised a decision and call back by that friday, still no response ). I was told that the reason no one has helped me is because of the bankruptcy?? I am on the mortgage with my brother, we inherited our family home ( including the mortgage ) 2 years ago. Apparently my brother filed bankruptcy years ago and this mortgage is not involved. I did some research and believe this loan was miscoded. I was told that the bankruptcy department was looking into and would let loss mitigation know. I have not heard back. I ask about it every phone call I make to loss mitigation. This is what I believe to have started all of this. I have put a request in for a call back to speak to a supervisor. This mostly all phone calls and do not have supporting documents.

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