Consumer complaint received 2024-08-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: CO

Complaint narrative:
On XXXX I spoke with XXXX about the change of my homeowners insurance to a new company for a lower premium to help with lowering my mortgage payment and asked for an new escrow analysis. XXXX asked me to send my new insurance declaration, and I emailed it to the email address she provided. I did not receive any follow up information after that call. On XXXX I called to check the status on the analysis and was told it takes XXXX to XXXX  days and XXXX  days by XXXX XXXX. I made a request online for an application for mitigation on XXXX. The application was postmarked XXXX. I always have a hard time trying to reach my mortgage company XXXX, on XXXX I tried to call, their automated service is ridiculous, it kept looping my call and asking me to enter the same information over and over again about XXXX times without connecting me to anyone I finally hung up because I was very frustrated. I receive advertising emails from XXXX, so I called a number from the email and spoke with XXXX in the refinance department who went over a lot of information with me. I did not want to refinance, and he transferred me to loss mitigation and spoke with XXXX. I returned money sent to me from the previous insurance company. I made a request for a new escrow analysis to be run. I also told him I was approved for the Colorado XXXX XXXX XXXX XXXX program in 2019, he said something was wrong with the tax information on my account after checking with his supervisor he said my account information was not correct and needed to be updated. He also said that I should also receive a refund regarding wrong tax information. The purpose of my call was to get a loan modification to lower my mortgage payment. I changed my insurance to lower my premium and nothing changed. I was told it was taxes that increased my mortgage payment. I completed & mailed a hardship application & was assigned a point of contact person who never contacted me. I left XXXX messages for her to call me XXXX, XXXX, & XXXX. When I finally spoke with my XXXX XXXX XXXX XXXXXXXX XXXX she was no help to me at all, she told me I didn't qualify for help and there was nothing they could do to help me, she also said she didn't see any information regarding my enrollment in the senior property tax exemption program and robotically kept repeating " there's nothing we can do is there anything else ''. She absolutely had no empathy, and I asked to speak to a XXXX XXXX times and was not accommodated until my fifth attempt, I said, " on this recorded line I want to speak with a XXXX now '', then she transferred me. The XXXX XXXX said that XXXX told her I asked for a lower interest rate and I told her I never mentioned anything about interest rate, she went over my account, took the payment of {$XXXX} XXXX because I was not able to make an online payment because it would not allow me to change the payment amount and she said the same thing, there was nothing they could do to help me. XXXX asked to provide the tax exemption information, pay the mortgage shortage by the end of XXXX to avoid foreclosure in XXXX. This was my first time hearing that I was about to face foreclosure. I paid my old mortgage payment of {$XXXX} for XXXX XXXX & XXXX XXXX while trying to go through the process for help. XXXX said if they had the senior tax-exempt information that would lower my mortgage payment. I stated to XXXX you are going to try to take my house for a two-month shortage of {$XXXX}, she said try to pay the shortage by the end of XXXX. I was flabbergasted and completely disappointed. I faxed the tax information XXXX and verified it was received. I paid the shortage of {$XXXX} ; XXXX. The mortgage was increased in XXXX to {$XXXX} but online account shows {$XXXX} and I just got a new statement showing {$XXXX} that's conflicting information. It is not my plan to lose my home, and I would like help, so it never happens. I want to be able to pay my mortgage comfortably without increases that could potentially force me out of my home. XXXX weeks after speaking with XXXX I received a letter regarding foreclosure. On XXXX I called new for an update and changes have been made, I asked for the name of the owner of my loan and was told they could not tell me over the phone, that information has to be requested in writing because they don't want customers trying to reach them.

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