Consumer complaint received 2025-01-15 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: SC

Complaint narrative:
XX/XX/XXXX - submitted for a modification, was told I had to wait for an evaluation to be done and my XXXX agent ( special point of contact ) to reach out. 
XXXX received a foreclosure notice XX/XX/XXXX finally spoke to XXXX- was told again, waiting for an evaluation of property. Asked if I could make payments in the interim and was told no. 
XX/XX/XXXX I called again - trying to get help to stop the foreclosure XX/XX/XXXX - called about paperwork and what could I do to get someone to look at my account and assist me. they said they would again email my XXXX agent and ask them to call me. XX/XX/XXXX - faxed financials over and called to make sure they received them - Confirmed - XXXX said I would hear from later that day as he has submitted it for approval. 
XX/XX/XXXX - Still no call back from XXXX. Called and spoke to XXXX ( she said on a recorded line ) looking for an update. No one had looked at my financials. She gave me his email- XXXX XXXX and she stated that she also sent an email to him to reach out to me. She stated once he got the process going on my modification he can halt foreclosure proceedings. I also called the XXXX XXXX that ShellPoint works with and am told difficulties with communication with ShellPoint are common. I am desperately trying to save my house. Earlier this year I was able to work out my XXXX mortgage on a suitable new loan after following the modification agreement. 
XX/XX/XXXX- emailed XXXX and and called- he stated on phone he was looking at things and would get back to me. Waiting on the approval. Never received an email. 
XX/XX/XXXX - XXXX XXXX ( XXXX XXXX ) tells me he has placed my foreclosure proceedings on hold I also called the Attorneys in XXXX  that work with them and they stated that my house was no longer listed as Foreclosure it was on hold for modification and XXXX. 
XX/XX/XXXX - call made to XXXX about the temporary modification agreement- I am told if I pay the $ 506 monthly on time for 3 months and do not miss any payments it would go down to {$380.00} per month, but I couldn't miss any payments. I told him {$500.00} was going to be very challenging to pay, but I did it, I did without, and fulfilled the agreement on XX/XX/XXXX. 
XX/XX/XXXX - no phone call to discuss next steps... I received a modification offer with no explanation of pay off what fees are due, etc- i haven't seen anything, nor has anyone called me about the next steps and I have until XX/XX/XXXX to make a decision on an amount that is now {$490.00} - far stretch from the {$380.00} I was told. 
I had to call myself to request a payoff so I could even understand the fees etc. 
XX/XX/XXXX - I was told by XXXX XXXX area of Shellpoint they would submit a request for that information and they could not help with the new high offer, that that is set in stone and no one will look at my financials and change anything, reminding me if I don't have this signed and in by XXXX- they will proceed with foreclosure proceedings. 
XX/XX/XXXX - spoke to XXXX in Loss Mitigation, he assisted me in finding the Pay Off document, first time I've seen anything, he was helpful with this, but stated no one can assist in adjusting this offer and he is sorry that I was told something different. 

I wrote to them about my Hardship,, explained we had fell on hard times, but I had had this home for 20 years. We had worked out and fixed my XXXX mortgage and I haven't been late on a payment in 1 year now. I always thought this was a HELOC, but it is listed as a conventional loan XXXX mortgage. This is my childrens home of 20 years, I do not want to lose it over {$29000.00}, when the {$62000.00} loan portion is up to date and not late. I shouldn't lose a house over this amount and being told no one can help me. 

The utter lack of communication from this company has me feeling like I am being taken advantage of that something fruadulent is occuring. I do not understand why no one can help me and help look at this. I have felt from day XXXX that ShellPoint has wanted to foreclose on my home that they really never wanted or intended to assist me. Someone should have been communicating with me. It shouldn't be this hard to speak to someone and for someone to look at my record there and see what was said. Maybe they should relisten to the call on XX/XX/XXXX and on XX/XX/XXXX where I was told not to worry the payment would be {$380.00} a month after I fulfilled my obligation. The home owner has a right to know what is happening. If I didn't stay on them calling, making notes about the calls my house would have foreclosed. They are not looking out for the clients best interest.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation