Consumer complaint received 2022-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: WI

Complaint narrative:
I took Covid 19 Forbearance program because of the uncertainty and problems that the world was in. I have been trying to get out of the Covid Forbearance since XX/XX/2021. There have been a lot of hoops and limitations on information I have been able to receive. Even though XXXX XXXX very thoroughly spells out the process and information I should be provided in the lending guidelines. 

I eventually got talked into going through the Covid Flex Loan Modification process. They sent a few quotes but they were not straight forward on the information that should have been provided according to XXXX XXXX. Eventually to get my answers I was told I would have to complete the trial payments before I could speak with someone on the details of the XXXX XXXX Covid flex modification. I did complete those payments and received the packet for that modification. The problem is that the number 's did not seem correct. They did not clarify those numbers and they should have been based on the guidelines. 

Those 3 payments were made in XXXX, XXXX, and XXXX. I received the modification documents in mid XXXX saying to have them signed by the XXXX. On XX/XX/XXXX I reached out to my Shellpoint point of contact to get these numbers explained. I was told I would have to talk to a specific supervisor. But reaching them has been next to impossible. That issue seemed to be that these supervisors would call using an automated computer system and my cell provider flagged them as suspected spam because they would not leave a voicemail. Even when specifically put in the call back request to leave a message and send me an email. 

Even when I did talk to a supervisor they needed a different department 's supervisor to explain details about the actual numbers. Which has been impossible to reach. 

My point of contact was able to talk to them an email some of those details. But those numbers physically did not add up correct which was the problem I started with. Besides that I have different starting numbers calculated. 

And through this whole time they have reporting to the credit agency as if I had not made any payments since XXXX. Which is clearly untrue since they have acknowledged the trial payments but does not appear to have processed them correctly. Now having them report the loan is in modification is one thing but now reporting 3 months in a row that I have essentially not paid anything since covid forbearance started is a very different report. 

I have talked to a supervisor about this issue and they did say they would get this sorted out in a few days. That was a month ago. 

Because of all the delays I was worried that I should make a payment. My point of contact advised that I make another trial period payment. Which we did on XXXX XXXX. 

No updates, no supervisors calling, nothing. 

Now I am getting mail saying that I am in default.

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