Consumer complaint received 2021-06-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I was in the process of applying for a modification or repayment plan with the servicer at the time, XXXX XXXX I was approved but my trial payment was set to begin on XX/XX/XXXX. I could not accept the offer bc I was under a stay at home order and unable to go pick up my mail & find a notary, at that time the State of emergency was at its height. I also could not accept bc I lost my job in XXXX due to COVID 19. I appealed the decision and also applied for COVID forbearance. Making that my second request and notification to the lender that I was affected by COVID. 
While in the middle of that process, I was given until XX/XX/XXXX to sending additional documents, my loan was transferred to XXXX XXXX. 
I received a notice from XXXX, A Notice of Default & Intent to Accelerate. I immediately contacted XXXX XXXX. A XXXX representative & advised him that I was unable to pay as a result of COVID. I was told not to worry that I was in a COVID forbearance & there was a halt on foreclosures. Then I started to receive letters from an attorney representing the servicer, threatening me w foreclosure. I kept getting letters & when I would call I was told not to worry. 
In XX/XX/XXXX I was offered a trial modification by XXXX, but I advised them that my place of employment was still closed, I was having difficulty with my unemployment benefits, as our State EDD office was overwhelmed and that based on my current financial situation I needed to stay on a forbearance. 
I contacted XXXX XXXX in XX/XX/XXXX and was told that I needed to call back AFTER my forbearance ended to discuss a workout option. I was receiving letters still & I started panicking. I sent in a WRITTEN request for the status of my forbearance, and to explain a letter I received in XXXX saying that XXXX no longer serviced my mortgage and had only serviced until XX/XX/XXXX. I was told someone would contact and they did not. I called again on XX/XX/XXXX and was told that I was in foreclosure, there was no record pf COVID request for help and that it was likely bc the previous servicer did not complete the process. All this is so confusing and inconsistent with what I had been told before. I was told that my loan was transferring AGAIN in the middle of my assistance request and I was no longer eligible for any COVID relief because it was too late. Most upsetting is that the servicer, XXXX, XXXX New Rez and Shellpoint are all subsidiaries or have joint ownership at some point or in some way and that my COVID requests were ignored and blamed on the previous servicer. I am attaching a serious of letters that I believe highlight how negligently my loan has been handled & this has made it impossible to obtain assistance. Constant run around. XXXX sent me letter XX/XX/XXXX that my loan was transferred to XXXX on XX/XX/XXXX. XXXX also sent me a letter XX/XX/XXXX that my loan was transferred to NEW REZ on XXXXThen a letter from an attorney on XXXX naming XXXX as the servicer. No wonder no one has my COVID request & my requests have been lost in service transfers & errors by the servicers.

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