Consumer complaint received 2021-07-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
CFPB Please help me. Shellpoint says anything conflates and changes the rules with each response. I have written to XXXX XXXX, the president, and the vice president because this is so fundamentally unfair for Shellpoint to change its statements, change the rules after I make all the trial payments, overcharge me for the streamline modification ( which I paid ), claim to have returned the third payment without any meritorious reason, and not provide the calculations of payment options with different years of payments and/or interests rates based on my completed mortgage assistance application. 

Please investigate Shellpoint 's duplicity and changing reasons for not fulfilling my permanent modification. 

I am supposed to have one point of contact. Shellpoint tried to assign me to another representative to misrepresent the facts that I did not make the sum total of payments due during the trial modification. 

In XXXX, I presented to CFBP a completed Shellpoint application for assistance. Shellpoint has not addressed why it did not provide a modification according to the application that I submitted, which would have been more affordable because the number of years and interest rate could have been adjusted. 

Shellpoint has not addressed why I was supposed to pay the incorrect streamline amount of {$1000.00}, when the streamline amount of the trial modification should have been {$990.00}. Shellpoint has not explained deflecting in bad faith it used my paying the corrected {$990.00} statement that Shellpoint sent to me as ground for alleging that I did not complete the terms of the modification. 

The purpose of a trial modification is to see if the person can make the payments. I made the trial payments and the rule is that I should be given a permanent modification. If I do not make the payments, then Shellpoint has grounds to revoke my modification. But, I could get better or crowd fund to pay the difference. Shellpoint is using the fact that I pointed out they gave me a streamline modification of {$1000.00}, which was more than my income on the completed assistance application against me. But, at the end of the day, I paid the correct trial payments. If I did not, then Shellpoint is at fault for sending a different amount and for being a nonresponse service provided for 60 days when I asked for clarification. 

Now, that I made all the trial payments. Shellpoint needs to do the calculation based on interest rates and adjusted years to bring the payment into something more affordable since Shellpoint is making as an argument that I said the {$1000.00} was not affordable instead of following the law that I made the trial payments, so I am supposed to be given a permanent modification. 

Shellpoint has not stated how it plans to rectify it claim to have sent back my third trial payment for no valid reason. I paid the statements sent to me. {$990.00} was the correct streamlined amount. But, because Shellpoint is not being transparent, I do not know how the mortgage payments could be lowered if they adjust the interest rate and years of payments based on my completed assistance application. 

Shellpoint has not answered why it should take no accountability for sending different statements and why it is not trying to fix 1 ) sending me conflicting statements 2 ) claiming to have sent my final trial payment back on a minor technicality that Shellpoint created ; and 3 ) claiming to have sent my third trial payment back when the {$990.00} was the correct Streamline amount and {$1000.00} was incorrect

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