Consumer complaint received 2018-04-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I purchased my home in XXXX before the market crashed and put down {$200000.00}. I've been employed by the same company for many years and never had a problem paying my mortgage on time, even when many people let go of their homes into foreclosure between XXXX and XXXX. I became very ill in XXXX of XXXX and had to have XXXX. Because of my XXXX and loss of work I was unable to pay my mortgage with XXXX  XXXX XXXX. I was recovering and out of work for several months enduring a lot of hardships with my family. After recovering and returning to work I tried to make an arrangement with XXXX to become current with my loan, but they demanded that I pay the late payments and fees in its totality about {$10000.00}. I told them that because of my loss of work I was unable to come up with a large amount of money but could make payment arrangement. They offered to make an arrangement with me but only for XXXX. This meant my mortgage would go up to almost {$3000.00}. I explained that there was no way that I could afford that payment and take care of my family. XXXX refused to work with me demanding that I pay everything I owed in a lump sum or I had to agree to their payment arrangement. In XX/XX/XXXX XXXX transferred my loan to Shellpoint Mortgage Servicing and they took over the collection. I attempted again to make arrangements with Shellpoint but they demanded that I pay {$22000.00} or face the possibility of loosing my home. I explained to them that I had plenty of equity on the home and that I was able to make payment arrangements if they were reasonable. I offered to give them {$10000.00} in order to lower the debt but they refused unless I gave them a lump sum. Seeing that I was getting no where I decided to contact an agent to sell my home. The property was listed on XX/XX/XXXX. As soon as the property hit the market Shellpoint Mortgage Servicing filed the notice of XXXX XXXX on XX/XX/XXXX after I notified them of my intent to sell the home and pay the debt. They set the trustee sale for XX/XX/XXXX to pay the debt or they would foreclose on my home. Keep in mind that I have a little over $ XXXX in equity which is plenty to pay off the loan and fees owed to them, but Shellpoint Mortgage Servicing and their Agent XXXX XXXX refused to postpone the sale. A couple of weeks after listing my property my agent was able to secure a strong offer and again I attempted to postpone the Trustee Sale but XXXX XXXX and Shellpoint Mortage Servicing have been uncooperative. On Wednesday XX/XX/XXXX a week before the Trustee Sale, I requested the amount I needed to pay to become current with my loan hoping that I could pay and have the Trustee Sale postponed to allow me to close on the sale of my home. XXXX XXXX and Shellpoint told me that getting those figures would take several days and most likely would be over {$28000.00}. Way over the {$22000.00} they initially quoted me.Today friday XX/XX/XXXX I've made several attempts to contact XXXX XXXX to get the the amount to become current without a response. I contacted a customer service rep that informed me that no attempt or communication had been made to postpone my foreclosure by XXXX XXXX. The rep was gracious enough to put in the information into the system requesting the postponement since XXXX XXXX made no effort to do so. I understand that I may not be able to keep my home, but at least I would appreciate the opportunity for them to allow me to sell the home. It is my belief that XXXX XXXX has been working against me by not requesting the postponement of the Trustee Sale after I requested that he contact his supervisors. This is based on the information provided to me by the representative who helped me today. Knowing that the property has equity is my belief that Shellpoint Mortage Servicing and XXXX XXXX don't want me to sell the home in order for them to foreclose on the property and collect the fees.

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