Consumer complaint received 2026-07-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
To Whom It May Concern, I am submitting this complaint regarding the servicing of my FHA-insured mortgage loan. I believe my mortgage servicer failed to properly recognize me as a successor in interest, improperly administered my forbearance, misapplied payments, and provided conflicting information regarding my mortgage reinstatement. I became the successor in interest to the property in XX/XX/XXXX. I have made payments since the passing of my mother in XX/XX/XXXX. After notifying the mortgage servicer of my status, I repeatedly contacted the company to request documents stating my status. I requested assistance due to financial hardship that began in XX/XX/XXXX. My hardship resulted from a XXXX injury, delays in receiving workers compensation benefits, and delayed insurance-related payments, all of which significantly affected my ability to remain current on my mortgage. Although I made numerous telephone calls, submitted requested information, and actively attempted to work with the servicer, I was not formally recognized as a successor in interest until XXXX XXXXmore than XXXX year after I became the successor and began requesting assistance. During this time, I maintained records and notes documenting my communications with the servicer. Because my successor-in-interest status was not timely processed, I was prevented from fully accessing and being evaluated for FHA loss mitigation and foreclosure-prevention options during the period when assistance could have been most effective. Had my status been recognized earlier, I believe I would have had a meaningful opportunity to obtain forbearance and other FHA loss mitigation options that could have prevented or reduced my mortgage delinquency. In addition to the successor-in-interest delay, I experienced problems with the administration of my forbearance due to only being listed as a XXXX. During an active forbearance period, I made a {$2500.00} payment on XX/XX/XXXX. I had been informed that the forbearance was being granted in monthly increments up to XXXX months. However, the servicer later contradicted that information and advised that the forbearance covered only XXXX days. Although my payment was accepted and applied to my account, it has not been credited to the correct due dates. This has resulted in confusion regarding my payment history and the status of my loan. I request that the payment application and forbearance timeline be thoroughly reviewed and corrected if errors are found. I also recently completed a mortgage reinstatement by wiring {$14000.00} on XX/XX/XXXX, after receiving a reinstatement letter dated XX/XX/XXXX, stating that {$13000.00} would reinstate my loan if received by XX/XX/XXXX. Before sending the wire, I contacted the servicer and specifically asked whether the XX/XX/XXXX mortgage payment was included in the reinstatement amount. I was informed that it was. After the wire transfer was sent, I contacted the servicer again and received the same confirmation from a second representative. On XX/XX/XXXX, I called to verify that the wire transfer had been received due to the XX/XX/XXXX holiday. During that conversation, I was informed that I still owed the XX/XX/XXXX mortgage payment. This directly contradicts both the written reinstatement letter and the verbal representations made by XXXX separate XXXX I relied on the servicers written correspondence and verbal confirmations when submitting my payment. I respectfully request that the CFPB assist in obtaining the following relief : XXXX. A complete review of my mortgage servicing history. XXXX. A written explanation for the delay in recognizing me as a successor in interest. XXXX. A review of all hardship assistance and loss mitigation requests submitted while my successor status was pending. XXXX. A determination of whether I should have been evaluated for FHA loss mitigation options at an earlier date. XXXX. A review of the administration of my forbearance, including why I was advised it was granted in monthly periods but was later treated as only a XXXX day forbearance. XXXX. A correction of the application of my {$2500.00} payment made on XX/XX/XXXX, so that it is credited to the proper due dates. XXXX. A review of my XX/XX/XXXX reinstatement to ensure the servicer honors the written reinstatement amount of {$13000.00} and applies the excess funds from my {$14000.00} payment toward my XX/XX/XXXX mortgage payment. XXXX. A correction of any improper delinquency, fees, or balance resulting from the servicing errors and conflicting information. XXXX. Copies of all servicing notes, account histories, payment application records, forbearance records, loss mitigation records, and communications relating to my successor-in-interest status, hardship requests, payment history, forbearance, and reinstatement. I have acted in good faith throughout this process. I timely notified the servicer of my successor status, repeatedly sought assistance during a documented financial hardship, continued making payments when I was able, and relied on the written and verbal information provided by the servicer. I believe the servicers delays, inconsistent communications, and payment application issues contributed to the worsening of my mortgage delinquency and prevented me from receiving the full benefit of available FHA mortgage assistance. I respectfully request that the CFPB investigate these servicing issues and work with the mortgage servicer to ensure my account is corrected and that I receive the mortgage assistance and payment credit to which I am entitled. Thank you for your attention to this complaint. Sincerely, 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