Consumer complaint received 2025-10-27 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: GA

Complaint narrative:
I have been a homeowner for 26 years and have always intended to remain current on my mortgage. Unfortunately, beginning in XXXX, I experienced a series of serious and uncontrollable hardships : In XXXX, I contracted XXXX. 
On XX/XX/XXXX, I was in a major car accident, which required an extended recovery period. I notified my mortgage servicer, Shellpoint Mortgage Servicing, after each event and asked for temporary assistance options. However, after notifying them of my XXXX accident, months went by without any follow-up or resolution from Shellpoint. I received no communication or support until I again reached out. I also filed an FHA complaint about the lack of communication and my mortgage company not following up. 
Then, on XX/XX/XXXX, while I was still recovering, I was in another serious car accident ( a hit-and-run ) that caused significant injuries, including surgeries, and extended medical treatment. These events left me unable to maintain regular payments, but I stayed in contact with Shellpoint and made every effort to find a solution. 
Shellpoint first offered me a three-month repayment plan, which was too short given my medical condition. When I asked for a longer plan, I was told it was not available. Instead, I was offered a 40-year mortgage modification, raising my interest rate from 4 % to 6.75 %, which made no financial sense since I have already paid on my home for over two decades. I contacted FHA, who told me I should qualify for a 6-month repayment plan. I was granted that plan. In XX/XX/XXXX, I learned that a down payment was required to start that plan. This was information that remember Shellpoint had informed me of earlier. ( I reported this as well ). When I spoke to a Shellpoint representative, she assured me that the down payment could simply be added into the repayment plan. I requested it to be added in when she called me back. However, when I called in on XX/XX/XXXX to make my first payment, I was told the plan had been canceled for failure to make that down payment. I was devastated! This confusion and lack of clear communication caused my account to fall further behind. I continued to request reasonable assistance ( a12-month repayment plan or a forbearance for medical ), but Shellpoint told me since it was the 13 month, they could not assist me and proceeded to offer the 40 year modification again. I was baffled because they had so many months prior, to help set me up the 12-mnth. 
Afterwards, My mortgage company point of contact said new options were coming but then later told me I still only qualified for the same 40-year plan. During the government shutdown, I have been unable to reach FHA or HUD for clarification or to escalate my concerns. There is no middle ground. Despite this, Shellpoint has proceeded with foreclosure activity. 
I recently called Shellpoint again to report their inconsistencies and misleading information that I have been receiving. I filed a report with them just last week, explaining that : -Several agents gave me different and contradictory information, -Some failed to return calls or refused to give me more detail information about my account and options. I this complaint on XX/XX/XXXX, no one has contacted me. 
Here are my concerns : 1. Poor communication and follow-up : Shellpoint failed to respond for months after my initial hardship report and has not followed through on promised callbacks. 
2. Conflicting information : Representatives gave inconsistent details about repayment options and down payment requirements. 
3. Lack of transparency : I was not informed of key repayment terms in time to comply.

4. Unreasonable modification offer : The 40-year modification raises my rate from 4 % to 6.75 % after 26 years of payments, which is not fair or appropriate for a medical hardship case.

5. Foreclosure despite ongoing communication : Shellpoint advanced toward foreclosure even though I was actively seeking resolution. 
6. No response to internal complaint : My formal complaint to Shellpoint has not been addressed, and supervisors have not followed up.

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