Consumer complaint received 2026-05-27 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: KY

Complaint narrative:
I listed my house for sale on XX/XX/year> and on this date, I also verbally requested the payoff. The payoff was provided and was good for 30 days. On XX/XX/year>, I signed and returned a lien release authorization to an escrow agent with the title company where the closing on my house would be taking place. On XX/XX/year>, the escrow agent submitted a request to Shellpoint Mortgage Servicing asking for the payoff. They advised that she should have it by the following Monday. She never received it. On XX/XX/year>, the same escrow agent reached out to me and said that she still had not received the payoff as requested so she faxed another request for it on XX/XX/year>. On XX/XX/year>, the escrow agent reached out and said she still had not received the requested payoff and asked if I could call and request it. I called and spoke with a representative and was told that she had personally approved and released the payoff and advised that I should have it within XXXX business days, but I never received it. On XX/XX/year>, I contacted the escrow agent to follow up. She had not received the payoff, but said she would call again to request it and followed up letting me know she had called. She was told that it was ordered on XX/XX/year> and was advised that she should have it by the following Monday. It was never sent to the escrow agent. We were initially set to close on the sale on XX/XX/year> : however, because Shellpoint refused to cooperate and release the payoff amount, we had to push closing out a week to the following Friday. This added additional interest and fees to the loan. The closing attorney advised that since I was using the proceeds from the sale of the house to pay off the mortgage, a payoff amount was not required to close, however, it would still be needed. Looking at the last statement Shellpoint had sent, it showed that the balance was {$220000.00}. A payment of {$230000.00} was sent to Shellpoint to cover the balance with the expectation that any overpayment would be returned to me. I did receive a refund in the amount of {$8700.00}, but I can not tell if this is correct since I do not have the actual payoff amount that should have been good through XX/XX/year>. As of today XX/XX/year>, I still have not received an updated payoff amount. I called on XX/XX/year> to request it once again, but was told that they could not provide that information over the phone, but I could request it in writing. On XX/XX/year>, I sent a certified letter requesting the payoff be sent to me in writing. I also requested that I be notified by phone and e-mail once my letter had been received, but I have heard nothing to date. I believe that unnecessary fees and interest were added to my balance to include the XXXX additional days that we had to push the closing date out. Shellpoint is very hard to work with, very limited information is provided, and nothing is received in a timely manner. Their app is not at all user friendly, especially if a person has an XXXX XXXX, which I did. After much research, I have learned that I am not the only person who has had these same issues with Shellpoint. I do not understand how they are still in business. Please address this issue and advise how we can proceed. I have all e-mails between the escrow agent and me regarding requests for the payoff and can provide if needed. Thanks, XXXX

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