Consumer complaint received 2025-04-01 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: CA

Complaint narrative:
**Product : ** Mortgage **Issue : ** Trouble during payment process / Struggling to pay mortgage **Company : ** Shellpoint Mortgage Servicing **Loan Number : ** XXXX **What happened : ** We are submitting this new complaint due to Shellpoint Mortgage Servicings continued mishandling of our mortgage, as well as their **pattern of misleading, inconsistent, and unfair practices** all of which have been raised in **multiple previous CFPB complaints** ( including claim numbers XXXX and XXXX ) yet remain **unresolved**. 

Our Single Point of Contact, XXXX, originally offered us a **Partial Claim ( PC ) loan modification** if we made a ** {$3500.00} payment**. We are again **requesting that Shellpoint provide the original email** in which this offer was made. When we later spoke to XXXX, she failed to mention this option at all and only acknowledged it after we brought it up ourselves. Then, without explanation, she increased the amount to ** $ XXXX, claiming the deadline had passed. This change was arbitrary and deeply unfair. 

Adding to the confusion, XXXX gave a deadline of XX/XX/XXXX for the {$3500.00} payment**, but the **email was sent on XX/XX/XXXX nearly XXXX weeks after the stated deadline. ** We've repeatedly asked whether the actual deadline was XX/XX/XXXX, but **Shellpoint has never clarified this. ** This inconsistency **directly impacted our ability to make the payment** and qualify for the partial claim. 

We have also repeatedly **requested the phone recording** of our call with XXXX ( where she changed the {$3500.00} offer to over {$5700.00} ), as she said the call was recorded. Shellpoints automated system also announces that calls are recorded. Yet they continue to **deny us access to these recordings unless CFPB specifically requests them**. Were asking CFPB to please **formally request these call recordings**, as they would prove XXXX shifting narrative and failure to support us fairly. 

To make matters worse, while we were still **actively disputing the terms of the offer and seeking CFPB 's help**, Shellpoint sent **multiple letters saying due to the complex nature of the matter, we kindly request additional time to provide a thorough and accurate response. ** These letters bought Shellpoint more time yet **we were not afforded the same flexibility**. Instead, were now being told to pay ** $ XXXX to avoid foreclosure or accept a **predatory XXXX loan modification** at a **higher interest rate** a plan that would only **trap us in more debt**, not help us recover. 

We were also told a XXXX XXXX XXXX assigned to us, but **no one has ever contacted us. ** Our previous CFPB complaints were simply marked ** '' closed with explanation '' ** just because Shellpoint responded **even though no resolution was reached. ** This is **not consumer protection**. Shellpoints responses were misleading, and they continue to **gaslight us, delay action, and avoid accountability**.

**We are urgently requesting CFPB to : ** - Reopen all related complaints against Shellpoint - Obtain and review the **original written offer** from XXXX stating the {$3500.00} PC mod - **Formally request and review phone call recordings** with XXXX to confirm our account XXXX Investigate Shellpoints **delay tactics**, inconsistent deadlines, and **predatory modification offer** - Hold Shellpoint accountable for their role in putting us at greater financial risk - Prevent them from pushing through a modification that only benefits their bottom line We are good-faith borrowers. We want to keep our home. But this experience with Shellpoint has felt like sabotage. We trusted CFPB to protect consumers like us, and we are asking **begging for your help to finally resolve this fairly. ** **Sincerely, ** XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX

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