Consumer complaint received 2020-10-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CT

Complaint narrative:
Due to COVID I applied for a hardship loan extension in XX/XX/2020. I was given an extension by Shellpoint Mtg. Co. to XXXX 2020. However, me and my roommate were able to find extra money and were able to make monthly payments but not on the due dates. Came XXXX 2020, my roommate lost his job, and my work hours were cut in half. I went on-line on XX/XX/2020 and completed an on-line form for an extension on my previous hardship request. I never received a confirmation letter from Shellpoint, so on XX/XX/2020 I called Shellpoint and spoke to XXXX ( not sure of spelling ) who assured me that my extension was received and was being processed. XXXX informed me that Shellpoint is backed up with hardship requests and I should be receiving a confirmation letter soon. On XX/XX/2020 I received a notice from Shellpoint advising me that I was late with my payment for XXXX and that a late fee was being placed on my account unless I paid up ASAP. That same day I called Shellpoint again and I spoke to XXXX XXXX XXXX and asked her why I received this letter since I placed a hardship application with Shellpoint on XX/XX/2020 and was told that it was being reviewed and I should have no issues extending this. XXXX confirmed that my application was still in the works and there should be NO problem to get an extension. 
In fact, XXXX stated she was placing my application into an " expedited '' status so it would go through faster for me. XXXX further advised that I was NOT to worry about this and to ignore any future letters from Shellpoint stating I was being charged late fees since the company was backlogged with requests the automated system will generate these late payment letters to clients. I didn't feel comfortable with this answer. That same day I went back onto the Shellpoint web site to see the status of my application. I couldn't find any information on line about my request, so I generated another " hardship request '' email to Shellpoint that same day ( XX/XX/2020 ). I thought the second request would generate a response from Shellpoint. Instead yesterday afternoon XX/XX/2020 I received a huge envelope from Shellpoint with a threatening letter stating that my account overdue and was being sent to a collection agency. The letter further stated Shellpoint had the right to invoke foreclosure on my condo unless I would pay the two months outstanding on my mortgage along with late fees and interest! First thing this morning I called Shellpoint hoping to get this resolved. I spoke to XXXX and repeated the long story and how upset I was about this entire scenario. I wanted to speak to a manager or a supervisor since I was getting nowhere with representatives. XXXX reviewed my account & acknowledged that my hardship application was still pending because Shellpoint is extremely backlogged with these applications. However, XXXX advised me that there was NO notation of any of my previous phone calls with XXXX on XX/XX/2020 or XXXX on XX/XX/2020. Also no where on my account was there any " expedited '' request that XXXX advised me she placed on my application? I was very upset and asked to speak to a manager. XXXX advised me she had to put me on hold to connect me. Twenty minutes went by and XXXX told me she was " not allowed '' to give me a direct number or name of a manager, but would place a " call back '' for a manager to call me. I am not holding my breath for that  return call instead I am submitting this complaint to your department in hopes you can resolve this for me quickly. This is unprofessional behavior by Shellpoint and its agents, and representatives. This is  bullying! If you look at my account I've never been late with payments up until COVID hit. Even through the beginning of COVID I made payments they were not on due dates, but they were made. It was when XXXX came that I needed some time to gather up funds to make my payments. Technically I was only ONE MONTH late ( XXXX ) since we are in XXXX and Shellpoint placed me me on notice that I would go into foreclosure? In my opinion I have made every good faith attempt to place Shellpoint on notice of my situation not only with two on line forms but numerous phone calls flagging what was going on with my account. I respectfully request that you help me resolve this matter, thank you.

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