Shellpoint Partners, LLC Mortgage Complaint

Shellpoint Partners, LLC Mortgage department,

Home equity loan or line of credit Loan modification,collection,foreclosure Florida

I currently have a second mortgage serviced by Shellpoint Mortgage Servicing. I began calling them on - -/-/2016 regarding the -/-/2016 maturing or the loan. Since then I have talked to - different individual on - different occasions. They stated the only options were to pay the $59000.00 balance or refinance. I informed them, I do not have the funds to pay off and wanted to refinance. They stated someone will call me back within 24 to 48 hrs. This call back was not returned and I had to call them multiple times with the same promise. After promising a call back 3 times, someone finally called me and state that they do not do refinances any longer. They dodged me for over a month and now tell me my only option it to pay in full. My first and second mortgage are greater than the value of my property which does not allow me to refinance with someone else. The only way to payoff is to take funds out of my - which will be devastating with me being -. Why do they state on the invoice they send me that if you can not pay at maturity to


the customer in a position that they can charge late fees and legal fees when a customer can not pay off the loan. Additionally, when you ask to speak to a supervisor, no one is available. It is impossible to speak to anyone above the first level customer service agent. It is amazing that the mortgage holder is unwilling to modify the maturity date to eliminate the potential of a default but it appears the servicer is more concerned it cost containment and doing the minimum service required than to reduce losses for the mortgage holder and service the customer. I have my home for sale but the market is not very good.