Consumer complaint received 2025-08-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Complaint Regarding : Shellpoint Mortgage Servicing Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX, XXXX, CA XXXX SUBJECT : URGENT : Demand to Halt Illegal Foreclosure Due to Admitted Dual-Tracking, Detrimental Reliance , and Foreclosure in Incorrect Name 1. Description of Problem : I am writing to file an urgent complaint against Shellpoint Mortgage Servicing ( " Shellpoint '' ) to stop an illegal foreclosure sale. Shellpoint is guilty of : Illegal Dual-Tracking : Foreclosing while a complete loan modification application was under active review. 

Negligent Misrepresentation : Providing written, false assurance that caused me to detrimentally rely on it, leading to the loss of my home-saving modification option. 

Gross Incompetence : Initiating foreclosure proceedings against me under a name I legally changed over a decade ago, proving they lack even the basic competency to manage this process.

2. What happened? 

In XX/XX/XXXX, I was actively engaged in the loan modification process with Shellpoint 's Loss Mitigation Department. My Single Point of Contact ( SPOC ), XXXX XXXX, was requesting and receiving documents from me. 

On XX/XX/XXXX, I received a Notice of Default from XXXX XXXX, a company hired by Shellpoint. I immediately contacted XXXX XXXX. That same day, she sent me a written email stating : " You can disregard that for right now since we are working on a loan modification option. '' ( See attached email from XXXX XXXX ). 

Relying on this written instruction from their authorized employee, I believed the foreclosure was halted as required by California law ( Civil Code 2923.6 ( c ) ). This false assurance destroyed my faith in the process. I became despondent and, believing the foreclosure was stopped, I unfortunately did not continue submitting the endless stream of requested documents. My modification application was eventually denied due to incompletenessa direct result of my reliance on Shellpoint 's false guidance. 

I have since discovered that Shellpoint never stopped the foreclosure. It has advanced, and I am now in imminent danger of losing my home. 

Furthermore, I have discovered that Shellpoint and their attorneys, XXXX XXXX have filed this foreclosure action against " XXXX and XXXX XXXX. '' Our legal names were changed to XXXX and XXXX XXXX over XXXX years ago, as proven by the attached court decree. They are foreclosing on people who do not legally exist, demonstrating a shocking level of negligence. 

XXXX. How has this affected you? 

Shellpoint 's actions have been catastrophic. 

Financial Harm : Their false assurance directly led to the denial of my loan modification, which was my only path to saving my home. 

Detrimental Reliance : I specifically relied on their written instruction to " disregard '' the Notice of Default. Had they told me the truththat the foreclosure was continuingI would have done everything possible to complete the modification application. 

Emotional Distress : This has caused immense stress and despair. Since starting this process, both my wife and I have lost our jobs. I now depend on a Social Security check of {$1300.00} per month to survive. The loss of the modification option has placed my family on the brink of homelessness. 

Illegal Action : The foreclosure is procedurally invalid as it is filed against the wrong parties ( our former names ).

4. What would you like the company to do? 

I demand that the CFPB immediately direct Shellpoint to : IMMEDIATELY HALT ALL FORECLOSURE PROCEEDINGS. The foreclosure is illegal due to dual-tracking and is invalid due to being filed under an incorrect name. 

REOPEN AND REVIEW MY LOAN MODIFICATION APPLICATION based on my current, severe financial hardship ( unemployment, reliance on Social Security ). 

REMOVE ALL FORECLOSURE-RELATED FEES AND COSTS incurred after XX/XX/XXXX, as they are the result of their own illegal and negligent actions. 

PROVIDE WRITTEN CONFIRMATION that the foreclosure is stopped and that they have updated their records to reflect our legal names, XXXX and XXXX XXXX. 

5. Attachments Provided : Shellpoint 's CFPB Response from XX/XX/XXXX ( admitting the employee gave " incorrect guidance '' ) Email from XXXX XXXX dated XX/XX/XXXX ( stating " disregard '' the Notice of Default ) Decree Changing Name ( proof of legal name change to XXXX ) please note XXXX name was change the moment he became a proud USA citizen. 

Shellpoint has already admitted their error in writing to the CFPB. They can not be allowed to continue with a foreclosure that is built upon their own misconduct and incompetence. I need the CFPB 's urgent intervention to save my home. 

They broke the law admitted to dual tracking now own up to it and stop the foreclosure laws that are there to protect us. I'm XXXX XXXX XXXX and should not be suffering like this Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX

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