Consumer complaint received 2023-04-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I was on a forbearance due to XXXX, in my attempt to come off the forbearance I was offered the opportunity to modify the loan. I was on a three month trial period XXXX, XXXX and XXXX ( XXXX ). XXXX would have been the final payment however the loan was transferred to another lender. I had already sent the payment and assured that this would not be an issue. However, when the loan transferred it was entered as paid off and that is where my headache began. For several weeks I was trying to convince the receiving lender that they were in fact the new owners of my loan. They had not received any paperwork to substantiate this claim. They went as far as telling me that if they did not have me by now, they weren't getting me and I needed to find out who had me on my own. I knew they were wrong, but they refused to listen to me. They were so rude and unprofessional from day one. I finally found one of their agent willing to do some leg work to start a file on my behalf just so I could have a trail because I wasn't even able to have documentation since I could not be provided a loan number at this time. When I finally did receive a loan number, they still could not find it on their end for several more weeks. In XXXX, I finally was able to get some resolve, I had to send them proof from my bank that I did in fact pay all three payments ( they had no record of receiving my XXXX payment so I had to prove that ). Once I did that, they said I owed the back months of pay and it would be completed, they would send the paperwork ( i.e., the trial did not solidify the actual modification ). I sent them over {$5500.00} and change to be brought to current ( so I thought ). This would have had me short 2 months but was told it was added to the monthly payment ( the modification was {$1300.00} but the new amount was {$100.00} more so it made sense ). I paid and was told that I would receive the paperwork to be notarized and nothing else was required. I wait and wait. XXXX and still nothing, I reach out ( mind you I continue to do, but am faced with challenges each time ) once again and they send out the paperwork but has my old name not my legal name. Mind you, I have been telling them since day one that it changed ( divorce ). Those papers are not going to be legal but they said I must sign or they would negate the mod. Their notary calls and I ask if this is legal, they notify me they will not be allowed to take it if that is not my legal name. Additionally, they showed an XXXX date but it was XXXX. They said that would not work either. I reach out again to the lender to tell them their notary says no. They make me go through these obstacles to change my name, I comply, they resend the paper but it still shows XXXX. I knew that was an issue but the lenders once again say, sign or risk foreclosure and we won't modify. I sign and they are sent back. I get a call last week the paperwork is done we are all set but I owe them almost {$5000.00} more. I am confused because I knew that XXXX and XXXX hadn't been paid ( I saved the payments ) because they blocked my ability to pay them and frankly I was terrified to give any more money until it was resolved because they keep losing everything and changing their word. So I tell them, that amount is higher than what I should owe and they say I owed the prior two months also PLUS the difference from the {$1300.00} I was paying to the {$1400.00} ( something like this ) for the past four months. I reminded them that the amount was {$100.00} higher to compensate for those two missed months ( allegedly ) so why would I have to pay it again? I re-explain the issue again and the agent tells me, she would reach out to her supervisor and call me the next day. A week passes and I reach out via email ( mind you, she said I had until XX/XX/XXXX to have this resolved but did not get back to me prior ) and say, I haven't heard back from you and since the XXXX has passed I can only assume you have all decided to work this out on my behalf thank you. She replies via email stating " yesterday I was following up on the previous conversations. The conclusion is we will still need the payment of {$6300.00} to book the mod by XX/XX/XXXX. We are not able to book the modification past due. '' I asked why would she not reach out to me and why did the amount increase again ( I paid in XXXX mind you )?. I am awaiting a reply but asked for a supervisor to call me. I have never had such unprofessional experiences. Prior to Covid, I was in excellent standing, I never missed a payment and never was late. My credit is trash and they have not helped me. They are not willing to help and it is this type of predatory lending that has people losing their homes. I have been here since XXXX ; how is this legal?

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