Consumer complaint received 2025-08-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
I am writing to you to request more clarification on the following actions of your company with respects to my loan, following XXXX XXXX on XX/XX/XXXX. The following is a timeline of events with my questions for clarification in red. 
( XXXX ) XXXX declared disaster on XX/XX/XXXX ( XXXX ) XX/XX/XXXX, XXXX I called to make the payment due XX/XX/XXXX and to ask what my options were for mortgage relief after a disaster. I was told because I was in a XXXX declared disaster zone, I can have 90 days forbearance, with no documentation required. Therefore, I proceeded to NOT make payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX due to the disaster forbearance plan that I was told by your representative that I will be placed in. Based on the information given, I was on disaster forbearance and my next payment would be due on XX/XX/XXXX. 
- I called again sometime in XXXX to find out the options after forbearance and the consequences of entering in a disaster forbearance program. I was told that I would need to pay the delinquent amount back in full after the forbearance. The representative was rude, short and dismissive. I was provided with confusing information and told there is no such thing as deferring payments and not paying interest. According to the CFPB, this violates servicing rules by keeping borrowers in the dark about critical information about the process of applying for foreclosure relief. The representatives that I talked to in XXXX were not educated on the current policies for servicing a loan following a disaster. 
( XXXX ) According to Shellpoint documentation, it is confirmed that I called on XX/XX/XXXX to request disaster forbearance but it was indicated by my current point of contact, XXXX XXXX, that I was not actually documented as being in disaster forbearance. This was told to me in XXXX. So my question is when it came time for this initial 90 day forbearance to end, was I documented as just delinquent for no XXXX declared event? Was XXXX XXXX notified that the reason for my delinquency was a disaster? Is it required for XXXX XXXX to be notified that I am in disaster forbearance? How did that affect the fees for property preservation? How did that affect the timeline of foreclosure? Did that affect the manner in which it was communicated to the credit bureaus for the reason of my delinquency? 
( XXXX ) In XX/XX/XXXX, before the initial disaster forbearance ended, I called Shellpoint and was given a loss mitigation point of contact, XXXX XXXX. I explained that I was displaced following the disaster and requested another 90 day extension of disaster forbearance. This representative listened to my hardship concerns caused by the disaster and said she will put me on a disaster forbearance plan for XX/XX/XXXX, XX/XX/XXXX and XXXX XXXX. XXXX XXXX ( my POC ), who was very empathetic during the conversation, stated that I would not have to make a payment until XX/XX/XXXX because of disaster forbearance! She said that in the most empathetic and understanding way. I am so certain of this that would like you to listen to the recording of the XXXX call. I used the information she provided me to plan and budget for resuming normal payments. And in reality, XX/XX/XXXX was NOT the first day I owed, it was the first day of Foreclosure. She never explained the plan or plans that would result in paying XX/XX/XXXX. I thought I had just received an extension of the first 3 months, resulting in a total of 6 months in disaster forbearance. At this time I was not educated on the possibility of a disaster deferral plan even though I inquired about the consequences of being in a disaster forbearance ( asking how it could affect interest, laid fees, credit reporting, foreclosure? ) I was not explained the XXXX possible solutions on the hierarchy for post forbearance so that I could make plans to choose which is best. 
-After that phone call, I received a letter, dating XX/XX/XXXX, that I was behind on my mortgage by XXXX payments ( XXXX XXXX XXXX ) and had been reported to the credit bureaus. Based on my conversation with XXXX XXXX ( XXXX ), I thought this was a normal part of the disaster forbearance process. The letter from XX/XX/XXXX did not mention anything about those months being a disaster related forbearance, but seemed like just a delinquency for a non disaster issue. It was simply to let me know that I was delinquent, which I thought was satisfactory since I was in a XXXX declared disaster area and was assured by XXXX XXXX that I am in disaster forbearance. 
I received a letter dated XX/XX/XXXX, that also appeared in my loss mitigation documents portal. So this is where I assumed that all loss mitigation offers would be sent. It stated that I owed {$0.00} for XXXX, XXXX and XXXX due to a disaster forbearance plan. I was making plans to resume payments on XXXX. XXXX. I made a payment on XX/XX/XXXX, just to be sure that I paid before the end of the 6 months forbearance- which I thought would be the XX/XX/XXXX payment following my forbearance period. Because I did not realize that I was not in disaster forbearance for XXXX, XXXX and XXXX, I thought this was my payment for XX/XX/XXXX. But I believe it was applied to XX/XX/XXXX ( my most delinquent month ). 
More specific correspondence to properly educate me on the options may have been sent by usps, but not through email or the e-mailbox on the platform. All important notifications were either in my e- mailbox or my loss mitigation documents on the portal. Why are some documents mailed while others are sent through regular mail and e- mailbox on the portal? Why was I not educated on the disaster deferral program? This should have been included in the available documents on my loss mitigation portal. I indicated to XXXX XXXX that I was displaced after the storm and to please send notifications and offers to the portal. She agreed. 
XXXX XXXX, I got an email, however no correspondence on my electronic mailbox on the platform, saying that my forbearance is ending. It is time to start planning for end of forbearance options, click this video, that did not work, but I thought I had planned for that and already made that payment that was to be due XXXX. XXXX. I was planning to make another one on XX/XX/XXXX, and be back on track with my regular monthly payment. I was not solicited for a disaster deferral, I knew that I could not repay the default in full, but I was confused on what my options were because the correspondence was really vague and never defined the disaster deferral program or how to enter it. Was I solicited for the disaster deferral program, only through usps? Should it be required that they also send that to the mortgage servicer e-mailbox? How was I solicited for it and educated about the plan? 
According to the servicing XXXX XXXX loans during a disaster, The Servicer must evaluate the Borrower for a proactive offer for a Disaster Payment Deferral in accordance with the eligibility criteria described below. If eligible, the Servicer must send the Borrower a proactive offer for a Disaster Payment Deferral by the XXXX day following expiration of the forbearance plan. You do not have to prove or document anything to Shellpoint to be solicited for a disaster deferral program when you are exiting disaster forbearance. 
The disaster deferral plan should have been solicited to me with the same accessibility as the streamlined modification and BEFORE I was solicited for the streamlined modification, as that causes great confusion. These are deceiving acts to prevent me from choosing the plan that is best for me. 
Before XX/XX/XXXX, I should have been approved and offered a disaster deferral program, the preferred program for my status. On XX/XX/XXXX I received, a solicitation letter, made available on my loss mitigation documents portal and through usps, offering me the streamlined loan modification plan, indicating that I needed to make a modified payment in my trial plan on XX/XX/XXXX. When I was solicited for the streamlined modification plan, I was not sent the solicitation letter that was adapted for post disaster forbearance. 
This offer should have been sent after the disaster deferral agreement ended or if I declined. According to the hierarchy from XXXX XXXX, I should have been solicited for the XXXX XXXX XXXX modification after the disaster deferral offer expired. Why was the streamline load modification solicited to me at this time? 
Was I solicited for the streamlined loan modification plan at that time because at the end of my official disaster forbearance ( XXXX, XXXX, XXXX ), I was more than 60 days delinquent due to not being properly documented for disaster forbearance in XXXX XXXX and XXXX To be solicited for disaster deferral you must have been less than 60 days current at the time of the disaster. 
Was I solicited for a disaster deferral plan? Was this mailed to me? Because I am displaced, is it required to have it uploaded on my loss mitigation portal? Why was the streamline loan modification agreement more readily available for me to view on the portal? I have requested a copy of the solicitation/offer for the disaster deferral options but was told by my XXXX XXXX XXXX that I did NOT qualify, based on insufficient information and thus no solicitation was EVER offered for the disaster payment deferral. I would like to confirm that I was proactively solicitated for the disaster deferral program and not just the streamlined modification plan. This should have been done on or before XX/XX/XXXX. Instead on or before XX/XX/XXXX, I was solicited for a streamlined modification by usps and the electronic mailbox. 
I have made the XXXX trial payments for the modified loan and they are currently sending me a loan modification agreement with a total principal balance of a much higher number due to about {$4000.00} interest.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation