Consumer complaint received 2025-04-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC

Complaint narrative:
Our mortgage entered forbearance in XX/XX/XXXX after Hurricanes XXXX and XXXX rendered our home uninhabitable. On XX/XX/XXXX, I received XXXX letters from Shellpoint, one of which referenced possible foreclosure. I immediately called Shellpoint and was reassured that this was a form letter and not a cause for concern. 

During that call, a Shellpoint representative confirmed that our forbearance was active through XX/XX/XXXX, and that if I made a payment to reduce arrears to under six months, I could qualify for an extension through XXXX. Acting on that advice, I made a payment in good faith on XX/XX/XXXX. 

Just three days later, on XX/XX/XXXX, I was informedwithout any prior noticethat the loan was already in foreclosure and that my payment would be returned. This was the first time I had been told that the forbearance had ended. On XX/XX/XXXX, I received a reinstatement letter from Shellpoint requiring a lump-sum payment of {$12000.00} by XX/XX/XXXX, including legal and foreclosure-related fees. 

Back in XX/XX/XXXX, I had notified Shellpoint that our property remained uninhabitable. At that time, I was told a forbearance extension was possible, which I accepted. From that point until XX/XX/XXXX, I received no noticeverbal or writtenthat the extension had been denied or that the forbearance would end.

I have never been able to access Shellpoints online portal due to not having a U.S. Social Security Number. Despite multiple escalations to their IT and webhelp teams, the issue was never resolved. As a result, I had to rely solely on phone and email, which were often inconsistent and undocumented. Based on Shellpoints prior guidance, I understood that my phone conversations represented the most up-to-date loan information. 

After receiving the reinstatement letter, I responded to Shellpoint, expressing my willingness to amicably resolve the issue. I stated that I was prepared to pay the reinstatement amount excluding legal and foreclosure-related fees, and requested that Shellpoint take action to correct the credit damage caused by their miscommunications, which had negatively impacted my ability to secure the financing needed to bring the loan current. 

During a call on XX/XX/XXXX, Shellpoint refused to acknowledge their miscommunication, despite the clear evidence provided and my repeated good-faith efforts to resolve the matter. XXXX, the Loss Mitigation Supervisor, informed me that the case had been " reviewed internally, '' indicating that Shellpoint was unwilling to take further corrective action unless compelled. 

On that same call, I specifically requested access to the XX/XX/XXXX call notes. Shellpoint refused, stating that such records would only be released via judges subpoena. This refusal to provide my own account information is unacceptable and represents a concerning lack of transparency and accountability. 

As a result of Shellpoints miscommunication, failure to provide clear, timely information, and obstruction in accessing my records, I have experienced severe financial stress. My credit score has dropped significantly in the past month, making it extremely difficult to secure the funds needed to bring the account current. I went from reasonably expecting time to prepare through XXXX to being given just two weeks to raise over {$12000.00} under threat of foreclosure. This has caused significant anxiety, disrupted my financial stability, and compounded the hardship already caused by a natural disaster.

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