Consumer complaint received 2025-09-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
On XX/XX/XXXX, Shellpoint entered into a pretrial mortgage modification with XXXX XXXX. 

On XX/XX/XXXX, XXXX XXXX received the approved loan modification documents containing numerous errors. 

On XX/XX/XXXX, XXXX XXXX received her first email from her new point of contact, XXXX XXXX, who reached out to discuss the loan modification documents. 

On XX/XX/XXXX, XXXX XXXX responded by email, explaining that her attempts to reach someone had been unsuccessful. For the first time, she told XXXX XXXX that her daughters name, XXXX XXXX, had been removed from the title and had no obligation to the loan, and therefore needed to be removed from the loan modification documents. 
Please note ; As instructed in the check agreement page of the loan modification documents. Note, if anyone should not be listed on the mortgage you must include supporting documents such as Quit Claim Deed. 

On the XX/XX/XXXX, XXXX XXXX identified herself as XXXX XXXX point of contact and stated that she would be reaching out by telephone. 

On XX/XX/XXXX, XXXX XXXX responded by email that she had not received a call and was concerned about possible spam blockers, asking XXXX XXXX to please provide a telephone number and extension, as well as a set time to call. Despite XXXX XXXX attempts to reach XXXX XXXX, she was unable to connect with a live person. Instead, each call was met with a prerecorded message stating that the loan modification documents were being processed. 
On XX/XX/XXXX, for the Second Time by email, XXXX XXXX again explained to XXXX XXXX that she had previously contacted XXXX XXXX in XXXX, to whom she had forwarded a Quit Claim Deed and requested the removal of her daughter 's name from the loan modification documents. Furthermore, she was still waiting for the corrected documents. 

On XX/XX/XXXX, XXXX XXXX completely ignored XXXX XXXX request for the corrected loan modification documents ONLY to say in an email ; XXXX XXXX, I see that the modification agreement was delivered to your residence on XX/XX/XXXX, at XXXX through XXXX. These documents havent been returned to date. If you would like to discuss this further, please feel free to contact me. 

On XX/XX/XXXX for the Third Time by email XXXX XXXX, had to completely explain to XXXX XXXX of the situation with the loan modification document. 

Where XXXX XXXX responded ; I have reviewed the documents mentioned in your email, and have made the requested for the revised modification. Once this is completed it will be sent. I do apologize for the delay in getting this addressed. 

On XX/XX/XXXX, XXXX XXXX received a default letter. 

On XX/XX/XXXX, by email, XXXX XXXX contacted XXXX XXXX about the default letter, asking what was taking place with the corrections to her modification. 

On XX/XX/XXXX XXXX XXXX responded see below by email ; The time expired to complete the modification, and per fulfilment department there was not a reason given to have other party removed from the deed. To workout will have to reset and start anew. When the cycle was closed, the loan was reassigned to a new point of contact that will be contacting you. My honest apology that the plan did not complete. 

XXXX XXXX did contact XXXX XXXX on XX/XX/XXXX, prior to the deadline of XX/XX/XXXX, required to return the loan modification documents. 
Throughout XXXX, XXXX XXXX called to follow up on the status of the loan modification agreement, but encountered the same difficulties, she was unable to reach a live person and was instead met with a prerecorded message stating that the loan modification documents were being processed. 
On XX/XX/XXXX, XXXX XXXX received foreclosure papers. Distressed by this development, she made multiple attempts to reach Shellpoint by phone and was eventually able to speak with a live representative. 
On XX/XX/XXXX, XXXX XXXX again had difficulty reaching a live person and requested a supervisor. XXXX XXXX was assigned as the supervisor for XXXX XXXX, and at that time, she was given a new point of contact, XXXX XXXX. 
On XX/XX/XXXX XXXX XXXX received a letter of confirmation from Shellpoints Compliance Department. 
This letter is in response to the correspondence received by Shellpoint Mortgage Servicing ( " Shellpoint '' ) on XX/XX/XXXX, regarding the above-referenced property. Please know that we take our customer service and consumer protection obligations seriously and have dedicated staff to identify and resolve your concerns. We understand your concern is regarding request for revised Loan Modification Documents, removal of XXXX XXXX XXXX. We apologize for the delayed response to your inquiry. 

On XX/XX/XXXX and XXXX, XXXX, The Quit Claim Deed was resubmitted to Shellpoints XXXX. 

I am requesting that Shellpoint Mortgage Servicing fulfill our loan modification agreement by expediting the issuance of new loan modification documents that remove her daughter from the loan and further correct the city in the property address. 
Once again, due to Shellpoints failure to promptly make the necessary corrections as outlined in the loan agreement documents, Shellpoint is responsible for the loan modification agreement not being completed. Furthermore, XXXX XXXX should not be penalized with foreclosure proceedings as a result of Shellpoints negligence.

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