Consumer complaint received 2025-06-15 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
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: FL

Complaint narrative:
I contacted ShellPoint during the summer ( XXXX ) of XXXX regarding my HELOC mortgage, requesting information on available hardship assistance. My income had been reduced due to a slowdown at work, and I wanted to get ahead of the situation by communicating with the lender. At that time, the account was only delinquent by a month. I was told that I would be assigned a single point of contact and would receive a mitigation application in the mail. I never received the application, so I reached out to the lender again on XX/XX/XXXX, XXXX/XXXX/XXXX, XX/XX/XXXX, XX/XX/XXXX, attempting to reach my assigned contact person, XXXX XXXX, at XXXX. XXXX XXXX finally called me back on XX/XX/XXXX. I said to her I had been calling about assistance on my account, and she said word-for-word, " It looks like your XXXX payments are past due, I see that you requested an application but an application is not required for my account because I was only XXXX payments past due and the only option available at this time is a possible payment plan where the payments are split up for XXXX months, we will allow you to pay that way if you're wanting to look into that. '' I said yes I do and explained to her how many times I have called and asked her if she was my point of contact and she said " yes ma'am I'm the one that will be submitting the possible XXXX month payment plan thats why I'm giving you a call to get the information required and it can be submitted the process can take up to 30 days once I collection the information today you can call back and speak to anyone in our department for an update but I am the one that will be submitting it for you and the deal will start today. '' In a nutshell, XXXX XXXX didn't honor her commitment to me. Note : My documents were not requested prior as XXXX XXXX 's stated that they were not necessary. Much later on during this process, I was informed that I could download the loss mitigation application from the portal that I didn't know existed prior. During another call in XXXX of XXXX ( XXXX year later ), I was told I needed to resubmit a complete loss mitigation application. Again, I did this, including all requested documents. Despite confirming receipt multiple times, Shellpoint repeatedly failed to mark my documents as complete in the portal or provide timely status updates. I was repeatedly told conflicting information every time I called. Another said the investor needed to approve the modification, and later I was told more documents were needed, which had never been requested previously, nor did I receive correspondence via mail or email. On XXXX of my follow-up calls, XXXX representative told me I needed a letter of explanation about the bank statements I submitted. I submitted a letter of explanation as instructed on XX/XX/XXXX, but no acknowledgment or follow-up occurred. I made a lot of call and sent emails up until XX/XX/XXXX, I called and spoke to XXXX, a representative, who confirmed that all of my documents were received and the documents would be marked complete and forward to underwriting and would escalate my file for a supervisor to call me, but that never happened. ( I recorded that call as well as others and informed the person I was speaking to that I was recording the call. ) Then, without warning, I received a random call from someone asking to purchase my home as he saw a foreclosure had been filed. When I check my county 's website, the caller was indeed correct. I checked the Shellpoint portal and noticed that my application was denied. Meanwhile, a foreclosure action was filed against my home on XX/XX/XXXX, despite my good-faith efforts to resolve the matter and communicate with Shellpoint. Shellpoints failure to process my application properly, their lack of transparency, and contradictory information from their representatives have placed me at risk of losing my home. This violates RESPA/Regulation X, which requires mortgage servicers to evaluate complete loss mitigation applications, communicate with the borrower, and pause foreclosure during review. I have not received any communication from Shellpoint whatsoever.

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