Consumer complaint received 2025-08-08 00:00:00
Product: Mortgage — FHA 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: VA

Complaint narrative:
I am submitting a formal complaint against Shellpoint Mortgage Servicing regarding the mishandling of my FHA Standalone Partial Claim application, as well as broader concerns related to loss mitigation servicing and communication practices. 

With the assistance of my HUD-certified housing counselor, I applied for the FHA Standalone Partial Claim over the phone on XX/XX/year>. We were told to expect a follow-up within 5 to 7 business days. On XX/XX/year>, my counselor followed up with Shellpoint by phone and was again assured that a response would be provided within 5 to 7 business days via email, as we had clearly stated that email was our preferred method of communication. This was especially important because my housing counselor would be out of the office but would still have access to her email. 
Despite these assurances, neither I nor my counselor received any communication regarding the application. Instead, on XX/XX/year>, I was unexpectedly sent loan modification documents via XXXX, which I had not applied for. 

Following this, Shellpoint representative XXXX XXXX contacted me via email to confirm whether I had received the XXXX documents. When I asked why there had been no response to our original application for the FHA Standalone Partial Claim within the promised 57 day timeframe, XXXX XXXX gave a vague and dismissive response, claiming he had left several voicemails. This explanation contradicts Shellpoints communication policies and appeared to be an attempt to deflect accountabilityparticularly since we had explicitly requested email as our preferred method of communication, and no voicemail attempts were ever referenced or documented in writing. 

Shellpoint has also failed to consistently include my HUD-certified housing counselor in communications, despite her involvement from the beginning. I was present during a speakerphone call in my counselors office when another Shellpoint representative, XXXX XXXX, addressed her in a dismissive and unprofessional tone, which I found inappropriate and concerning. 

Additionally, I had been under review for a prior loan modification with an assigned point of contact, XXXX XXXX, who had told us to expect a follow-up via emailincluding to my housing counselor. While awaiting this promised communication, Shellpoint initiated foreclosure proceedings. I believe this action constitutes a direct violation of mortgage servicing rules under RESPA and CFPB guidelines, particularly those prohibiting dual-tracking and requiring timely, transparent communication during the loss mitigation process. 

I respectfully request that the CFPB investigate Shellpoints servicing practices in this matter and ensure that all appropriate FHA loss mitigation options are made available and properly communicated, with full and continued inclusion of my HUD-certified housing counselor in all correspondence moving forward. 
Thank you for your attention to this matter.

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