Consumer complaint received 2025-06-15 00:00:00
Product: Mortgage — Conventional home 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: CA

Complaint narrative:
Our home was lost in the XXXX XXXX. The home is a complete and total loss. The mortgage company knows this. The XXXX XXXX was a declared national disaster that occurred on XX/XX/XXXX. " I have repeatedly requested to speak with an individual who can negotiate paying off the loan at a reduced amount, utilizing the proceeds from my homeowner 's insurance. 

Each time I speak with a representative on the phone, I am instructed to complete a hardship application and submit supporting documentation. I have done this and submitted the documentation multiple times via email, fax and XXXXXXXX XXXX  Despite my persistent attempts, I have yet to receive a response or be connected to someone who can assist. I have exhausted all the conventional channels available to me, including escalating through customer service and filing complaints, yet the lack of responsiveness persists. Each attempt to resolve this matter through dialogue brings me back to the same cycle of bureaucratic indifference, as if my plight is buried beneath layers of automated processes and impersonal correspondence.

This lack of communication adds to the stress and uncertainty of an already devastating situation. Resolving this matter is crucial for moving forward and beginning the rebuilding process, but the silence from the mortgage company is making it increasingly difficult.

Recognizing the mortgage servicer 's unresponsiveness, I began maintaining a detailed log of all communications starting XX/XX/XXXX. Despite my consistent attempts to contact them on the following dates, I have not received any communication in return. 

XX/XX/XXXX Letter faxed to XXXX XXXX XXXX XXXX. 

Called XXXX and was told the fax was not received. I was also told I could upload my document to the web site. 

XXXX gained access to the portal. There is not a place to upload documents. 

XX/XX/XXXX I was told by a male at XXXX that AI reads all the faxes and sends them to the proper person. This is the reason my documents are not being seen. 

XX/XX/XXXX The second person I spoke with that day, XXXX XXXX, was the first person to provide me with useful information. 

XX/XX/XXXX Hardship letter emailed to XXXX. 
XXXX XXXX emailed me twice over the weekend. I emailed XXXX and XXXX, stating Hardship letter and supporting docs were sent to XXXX. 

XX/XX/XXXX I received an auto generated email stating they are waiting for my document submission. All documents were submitted on XX/XX/XXXX. I sent a follow-up letter asking for confirmation if I need to re send docs or not to both XXXX and XXXX. 
XXXX from the XXXX brokers office contacted XXXX on her cell stating XXXX wants to know what our plan is. 
XX/XX/XXXX I have not received any response from XXXX XXXX regarding yesterdays inquiry. 
I emailed XXXX explaining Shellpoint is not being forthcoming with their communications. I also declined to comment on our intentions, explaining I have spent hours with Shellpoint, I do not want to start another conversation with another group unless I am assured I can get a response from someone. I do not need to add another layer of communication to an already broken system. 

XX/XX/XXXX Large packet sent To Bus Reply Mail from Packet stored in Shellpoint folder under todays date XXXX Letter & Docs to Shellpoint. Docs also faxed to shellpoint. Docs emailed to 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