Consumer complaint received 2020-08-31 00:00:00
Product: Debt collection — Mortgage debt
Issue: Took or threatened to take negative or legal action — Threatened or suggested your credit would be damaged
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
Shellpoint mortgage servicing acquired my loan in late XXXX after my wife died. Immediately after acquiring my loan they applied questionable fees, stopped paying the homeowners insurance which was contractually paid via escrow, applied force-placed insurance after causing my policy to lapse, tacked on fees for property inspection disbursement, late fees, fees for certified mailers, and litigation fees. They harassed me continually but refused to answer my questions when I called them or tell me who the new insurance company was. Loss mitigation had no interest in helping me retain my home. They went back and forth about doing short sale or accepting the house via deed in lieu of foreclosure. They demanded foreclosure. They did not honor The Cares Act and continued to send me notices of default with intent to accelerate. I requested loss mitigation in writing at least twice using forms they provided. They refused to allow any payment arrangement or forbearance and simultaneously reported adversely on my credit while refusing payment. They filed suit to foreclose in XX/XX/XXXX. I have called them dozens of times to no avail. They have claimed repeatedly that they can not reach me in writing which is a lie. I have massive email correspondence where contact information and correspondence addresses of four kinds have been provided. Finally, after contacting my Congressmen and requesting an investigation after reading hundreds of other consumer complaints XXXX XXXX called me to tell me that they would not communicate with me anymore through anyone except their attorney. Simultaneously, my house was recently burglarized twice and we faced threats of violence and retaliation from people in the neighborhood when I reported it. We lived in hotels for an extended period of time following a move out in XX/XX/XXXX pending repair of the home for mold and water damage. I advised Shellpoints loss mitigation department of everything in detail and they did not care. I advised them the property had suffered extensive damage due to the burglary and asked for help repeatedly stating that, I have XXXX XXXX   children. They recently lost their mother. They are XXXX. How can I fix my house? How do I get legal help with my loan? Why wont you work with us or help us? They would not answer my questions. When I offered to surrender the property in cash for keys after they suggested it, they changed their minds. They once again insisted I list the property. I advised them I have attempted listing four times and the  neighborhood is bad but the neighbors next door are worse. I detailed my problems including threats I received against my person, threats against my home, damage to my home, burglary, harassment, and breach of environmental health and safety codes by some of my neighbors such as dumping antifreeze in large amounts onto the ground near my home and illegal burning of prohibited materials. We were drinking and bathing using well water there so you can imagine how this would be bad with toxic byproducts from burning furniture and dumped automotive chemicals seeping into our ground water. At least five of my neighbors developed XXXX within a few houses of there. I explained all of this and so much more to Shellpoint Mortgage Servicing. Despite all my hardships and desperation, they did not help me in any way. They refused to allow forbearance or help with getting the home refinanced or fixed. They prevent me from refinancing by creating a false credit history on my credit report. They manufactured a home loan default. This is criminal business conduct. They are doing it to hundreds of Americans. They recently lost a class-action lawsuit in Chong v. Shellpoint out of Florida concerning the force-placed homeowners insurance. There is precedence to my claims. This must be addressed by government and mortgage oversight law enforcement. They are preying on the weak and vulnerable.

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