Consumer complaint received 2023-05-06 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
I had been in a COVID-19 hardship forbearance with XXXX XXXX XXXX for quite some time. During that time, I applied for mortgage assistance from Georgia HAF. I actually applied on XX/XX/XXXX. This was a very detailed process that involved a great deal of time and patience. This included HUD counseling as well. HUD had to verify that the mortgage servicer would agree to work with me on any amount over what HAF would cover and they did that with XXXX. When my forbearance ended, I also applied for a modification with XXXX XXXX XXXX to prepare for a workout agreement to assist in bringing the account current. Every time I submitted, I would wait for a response and then get a message that I needed yet another document or signature on something, the last of which I received on XX/XX/XXXX. While waiting on my loss mitigation options, I began contemplating selling my home, but I am still having hardships, rental prices are up and I am not in a position to be able to buy another home. Also, with so much owed to bring the account current, any profit from a sale would be eaten up with fees to pay off the current mortgage. I began to feel more hopeful about my situation once I received conditional approval for my mortgage assistance application. The {$50000.00} was going to be a big help. The email I received on XX/XX/XXXX, stated that they were awaiting lender approval. The next day, XX/XX/XXXX, I found out my mortgage servicer was changing from XXXX to Shellpoint Mortgage. I immediately contacted Shellpoint to communicate my status with Georgia HAF and to also submit a loss mitigation packet. I also communicated with Georgia HAF who told me I would have to submit a " workout agreement '' form to Shellpoint that they would have to return to Georgia HAF indicating they were aware that the {$50000.00} grant would not cover my entire arrears and that they would be willing to make some type of workout agreement for the rest. This is the only way the grant would be approved. Meanwhile, I checked on my loss mitigation packet and was told by my " single point of contact '' that I had ONE missing document and I submitted that document on XX/XX/XXXX. Tuesday, XX/XX/XXXX, I received my approval. Now, I was anxious to see what my mortgage servicer would offer to assist me in making up the difference. I waited to hear from them, but I also reached out to them. I was assigned a different " single point of contact ''. She said my loss mitigation packet was NEVER given to underwriting even though everything was in. She also said she didn't see where my grant funds had been received. I asked her if I needed to renew any documents to get my packet properly reviewed. She said NO after conferring with a supervisor. She said the packet would go " AS-IS '. This was in XXXX. After receiving two more statements and not seeing the grant funds applied, I called Shellpoint yet again. I had not received ANY correspondence from them other than monthly statements. I got no calls, emails, denial letters, nothing. When I called on Thursday, XX/XX/XXXX, I was told my grant funds were received and sent back to the state because they didn't cover enough to re-instate the mortgage and that they asked the state if they could offer more or something else and that when they didn't get a response, they sent the funds back. I was HORRIFIED. How could they do that? It didn't make sense. Shellpoint agreed to offer me a workout agreement for the remaining balance and I had been offered nothing. Furthermore, they said my modification packet was null because the documents were too old. They blew me off and only offered for me to start the loss mitigation process from scratch. I was denied an opportunity to speak with a supervisor. Friday, XX/XX/XXXX, another representative called and told me that they had nothing to do with my grant and that I would have to talk to the state about it. He had no answers to my questions about the documents I submitted and the " workout agreement '' they signed. This seems incredibly negligent on their part and it is creating a great deal of XXXX and stress for me as a 100 % XXXX veteran with XXXX doing everything in my power to get back in good standing with my mortgage. I feel the mortgage company wants me to fail. Ironically, after speaking to the representative, I immediately started receiving predatory calls from investors asking about buying my house. This doesn't seem coincidental. I don't want to lose my grant or have to start over from scratch. I followed the process. I can't afford to snub at {$50000.00}. I feel Shellpoint should be liable.

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