Consumer complaint received 2026-04-21 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: MD

Complaint narrative:
I am filing a complaint regarding my mortgage servicer, Shellpoint Mortgage Servicing, related to the improper cancellation of my trial loan modification. I was approved for a trial loan modification and fully intended to comply with the payment terms. However, the first two trial payments were returned due to an incorrect bank account number that was on file for automatic withdrawal. This was not a refusal or failure on my part to make payments, but rather an administrative error. Additionally, during this time period, I experienced a medical issue that required hospitalization in XXXX, which further complicated my ability to immediately identify and correct the payment issue. Despite these circumstances, I have been acting in good faith to resolve the situation. As soon as I realize the error on XX/XX/XXXX I called the servicer. I was subsequently informed that my trial loan modification had been canceled and that I now owe approximately {$53000.00} immediately. I was also told that there is no option to reinstate or appeal the trial modification, and that I would need to reapply for assistance after a waiting period. In addition, I have received conflicting information from different representatives. One indicated that the trial was permanently canceled with no recourse, while another stated I could reapply after a short period. I followed the advice to wait a week to reapply for modification and that there was a good chance it would be reinstated. When I made the phone all after a week I was then told by the person that it could not be reinstated. This inconsistency has made it extremely difficult to understand my options or resolve the issue. Additionally, I lost a week of trying to find resources to help my situation. I also contacted FHA for guidance and was informed that decisions regarding reinstatement of a trial loan modification are at the discretion of the mortgage servicer, and that options for resolution may be available. This further adds to my concern that I may not have been provided with complete or accurate information regarding my ability to reinstate or otherwise resolve this situation. I have been attempting to address this in good faith and am seeking a fair and accurate review of my situation. I am requesting the following : A formal review of the cancellation of my trial loan modification Consideration for reinstatement of the trial modification given that the returned payments were due to an incorrect account on file Consideration of my medical circumstances during this time period Clear, consistent written guidance on my available options for loss mitigation Any documentation supporting the decision to cancel the trial modification I am committed to resolving this matter and maintaining my mortgage in good standing. I am requesting that this situation be reviewed as a mortgage servicing and loss mitigation issue, not as a credit reporting issue.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation