Consumer complaint received 2025-01-13 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: CA

Complaint narrative:
In XXXX of XXXX I notified Shellpoint of my inability to make my loan payment. I was in communication with XXXX XXXX from Loss Mitigation. Through her I successfully obtained a Forbearance in XXXX. Unfortunately I did not have the income to satisfy the terms of the agreement. I recently started a position where I could start to make payments and started the loan modification process. I was invited to apply for a loan modification. I started this process in XXXX. Unfortunately and I mean unfortunately I was assigned a new representative XXXX XXXX. I'm attaching a communication from him where I was admonished and berated. In his communication to me he says " as previously discussed ''. I have never had a conversation with this person. He goes on to say that I do not exist in their database and that there is loan associated with me. I was doing my due diligence by providing the most current bank statement, in hopes this would be all that was needed to grant me this modification.

This was my response to him. " What is going on here? Why isn't my name in your database? It's a very unique name wouldn't you say? Not like a XXXX XXXX. Here is the loan number XXXX. I copied the previous representative XXXX XXXX on all documentation while submitting it through the Loss Mitigation email address for the last XXXX or 5 months. So what's change? 

If you don't want me to send emails to your email address just say so. You are being a little extra. If I should only go to the Loss Mitigation email I will continue to do so. But if I do not exist in your database, where should I communicate with Shellpoint? '' With my emails being blocked how do I communicate with Shellpoint that I am trying to stay in and save my home. This account was turned over to him from XXXX XXXX, she knew of him why didn't he know of her? Why didn't he reach out to her to tie in whatever he thought was missing. I hope this is not a case of elder abuse. His response and willingness to help me was totally rude.. I am now emotionally devasted losing hope for something you have been fighting for and being told that there isn't any information associated with me is painful. I am now totally confused. Is this a ruse to try and take my home? Is this a scam? I have heard of elders being scammed and tricked out of their money, homes and other things. How do you lose information on a customer with over XXXX XXXX dollar loan, that was turned over to you from another representative of your company? 

It seems the communication from XXXX XXXX validated ( see attached ) that he knew of XXXX XXXX. She states that he needed a letter of explanation from me, which I sent. She also states that she saw I uploaded some recent files to the Loss Mitigation portal. So it seems that she knows where I exist. It's all very confusing, if he is expecting a letter of explanation, then what portal and loan information is is he looking at for XXXX XXXX who dose not exist. So is he a liar or just had a lapse of memory?. I totally get it at 72 I have had lapses of memory. Either way that's no way to treat a client.

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