Consumer complaint received 2025-09-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I am filing this complaint against Shellpoint Mortgage Servicing for unfair and deceptive practices in handling my mortgage loan modification and foreclosure process, in violation of RESPA ( 12 U.S.C. 2605 ), the Homeowner Bill of Rights ( HBOR, Cal. Civ. Code 2920 et seq. ), and federal servicing rules ( 12 C.F.R. 1024.41 ). These actions have caused me severe distress, prevented me from curing my arrears, and put my home of over 15 years at risk of wrongful foreclosure on XX/XX/XXXX. 
Timeline of Events : XX/XX/XXXXXXXX XXXX XXXX  : I paid {$160000.00} via XXXX XXXX XXXX to cure arrears, but Shellpoint continued foreclosure without crediting it properly. 
Ongoing since XXXX : I've sent 30+ certified debt validation requests ( latest XX/XX/XXXXXXXX  ) under FDCPA and XXXX XXXX XXXX blocking my ability to refinance/sell ( property appraised at $ XXXX with equity ). Name errors persist ( using " XXXX '' despite XXXX change notifications ). 
XX/XX/XXXXXXXX  : Sent cease-and-desist demanding validation and sale haltignored. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) emailed that my mod denial letter " isn't ready yet '' and would be mailed ( attached ). But on a call XX/XX/XXXX, she rudely claimed I was already denied, contradicting a letter I received stating my " full package '' is under active review ( attached ). This is dual-tracking : advancing foreclosure while reviewing a complete application. 
XX/XX/XXXXXXXX  : Shellpoint verbally confirmed to me they placed the XX/XX/XXXX sale " on hold. '' XX/XX/XXXX : XXXX XXXX XXXX  ( trustee ) emailed confirming the file is " currently on hold as per Shellpoint 's instructions, '' but postponement will only happen " closer to the sale date '' once formal instructions arrive ( attached email chain ). Their foreclosure attorney left a voicemail and sent email verifying the hold in writing. 
XX/XX/XXXXXXXX  : Followed up with XXXX XXXX XXXX XXXXXXXX replied they'll " immediately postpone '' once Shellpoint instructs, but no update yet ( attached ). Despite this, public records still show the sale as active, creating confusion and panic. Shellpoint 's XXXX XXXX previously ( XXXX  ) gave " incorrect guidance '' to ignore the NOD, leading to a denied mod after months of reviewadmitted internally as needing " coaching '' ( prior complaint evidence ). 

Shellpoint 's inconsistent communication ( hold confirmed but not formalized ; mod " under review '' vs. " denied '' ) violates RESPA 's requirement for timely, accurate responses ( 12 C.F.R. 1024.36 ) and HBOR 's ban on dual-tracking ( Cal. Civ. Code 2924.6 ). Their rude, unhelpful XXXX ( XXXX ) fails the single point of contact rule ( 12 C.F.R. 1024.41 ). This isn't isolatedit 's a pattern of deception, as in my prior CFPB complaint. 
Impact on Me : I'm a homeowner in XXXX, CA, fighting to save my family 's home amid health/financial hardships. These delays have blocked refinancing/sale options, spiked my stress ( sleepless nights, XXXX  ), and cost thousands in legal fees. With $ XXXX equity, this feels like manipulation to force foreclosure for profit. If the sale proceeds, I'll lose everythingI 've filed suit in XXXX XXXX XXXX ( attached draft ) for HBOR violations, but need CFPB intervention now.

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