Consumer complaint received 2026-01-18 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
I am submitting this complaint because I believe the HELOC was procured through misrepresentation, undue influence, and duress, and that my ex husband is at fault as well as the brokers at my lender whose conduct involved unfair and/or deceptive practices ( including steering/churning and disregarding my stated inability to meaningfully consent at the time ) and the unlicensed broker who moved in on me via my ex-husband to steal the title to my home. I am requesting the CFPB investigate the origination and support my request for reassigning the loan to XXXX and provide appropriate relief. 

In XX/XX/XXXX, while I was in an abusive relationship and experiencing coercion and intimidation at home, I was pressured into opening a Home Equity Line of Credit ( HELOC ) against my primary residence. My then-spouse was a co-applicant/co-signer. I did not act voluntarily and I disclosed to the broker ( s ) that I was under severe distress and not in a stable condition to be signing legal documents. He urged me to invest in a Nevada property, which turned into a debacle beyond comprehension to me, and I was severely harmed financially and emotionally. 

Key events : Around XXXX XXXX XXXX : The HELOC was initiated through mortgage brokers affiliated with the lender. I told the broker ( s ) I was under duress and needed the funds to relocate for safety. The amount was {$100000.00}. 

During the origination process : I was quoted a lower interest rate ( approximately 7.5 % ), but the final terms presented to me were materially worse ( approximately 13.75 % ). I felt pressured to proceed anyway. 

The loan was subsequently moved/churned during processing ( including being routed to another entity ), which increased confusion and cost and did not benefit me as the consumer. 

Between the dates of XXXX XXXX of the loan was spent via wire on the purchase of a property in Nevada. 

This money has been taken from my pre-marital equity in my home and threatens the financial future of me and my children. 

XX/XX/XXXX : I filed for divorce due to XXXX XXXX and XXXX XXXX by my spouse. 

The day the house closed in XXXX a broker who participated in the selling of the home, who, it turns out was unlicensed in Nevada, ( he was from a different organization than the brokers that escalated/churned the loan ) coerced me into giving him my personal information He poses as a XXXX XXXX  from California. Ever since then, these people have been working to completely skew my credit. They even wrote me an email saying they would erase me. 

Throughout XXXX : My credit score dropped drastically ( approximately XXXX to approximately XXXX within about a year of the HELOC ). I also discovered that HELOC proceeds were used in ways I did not authorize or agree to, including wires and transfers associated with a third-party real estate operator who did not have any license whatsoever to operate in XXXX  XXXX as a broker, agent, or fiduciary manager. I have bank records and wire receipts. 

Much of this was due to the fact that I was overwhelmed with XXXX  and XXXX committed upon me by others. I hope the CFPB recognizes this in the submission of the attached documents. I have been overwhelmed trying to keep up with the credit cards, and despite all of this, I have managed to keep up on my primary mortgage payment, even on XXXX ( long term, due to XXXX  ) payments from my employer. 

Additionally, several large sums of money were withdrawn from my bank account that contained my pre-marital funds used by others for illicit means in withdrawals of {$1200.00} from my bank account. Credit cards at XXXX XXXX, XXXX, XXXX, XXXX  XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX and XXXX XXXX XXXX, XXXX XXXX and even my XXXX XXXX were used fraudulently by my ex-husband, carelessly and recklessly he gave out the numbers. I had no defense to stop these as my Wallet was stolen. XXXX  XXXX XXXX was the only bank that stood by me and helped me recover what I could. At one point I witnessed and I have screenshots that document this, my XXXX XXXX XXXX went from a {$23000.00} credit to me, to owing {$22000.00}, then the next day it went up to {$42000.00}, then the next day {$77000.00}. The whole thing has been quite destabilizing and I am a victim of massive consumer fraud, coercion, and identity theft, I honestly don't know where to turn to, and I am hoping the CFPB can help me Additionally, delays occurred due to the fact that I had to go to XXXX, Nevada to empty my house, during which time, I was further victimized by criminals of relations that were connected to the ex husband and unlicensed broker. I was able to do this by myself, but it took seven long agonizing months.

Present : The HELOC is serviced by one of the lender 's subsidiaries. I have made good-faith payments to keep the first mortgage and HELOC current, but the HELOC terms are not sustainable and the loan was not the product of informed, voluntary consent.

The servicer of the HELOC is aware that I am reaching out to CFPB and made the suggestion to do so.

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