Consumer complaint received 2026-06-29 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: MN

Complaint narrative:
Dear XXXX XXXX Team, I am writing to request your assistance with an unresolved loss mitigation request that has now been pending for approximately XXXX months. Earlier this year, I experienced an involuntary job loss. Recognizing the potential financial impact, I proactively contacted Shellpoint Mortgage Servicing before missing any mortgage payments to request information about hardship assistance and available loss mitigation options. My goal has always been to remain current on my mortgage, preserve my credit, and responsibly manage this temporary financial hardship. Since initiating this process, I have provided the requested documentation, including financial information, hardship documentation, and updated materials whenever requested. Despite these repeated submissions, I continue to find myself in what appears to be the beginning of the review process each time I contact customer service. I have frequently been asked to resubmit documents that were previously provided, and I have not received a clear explanation of my application 's status or a final determination. Throughout this entire period, I have continued making my mortgage payments using my personal savings. While I have remained committed to meeting my obligations, those financial reserves are now becoming exhausted. My concern is no longer simply obtaining assistance, it is obtaining a timely decision before my financial situation deteriorates further. I am respectfully requesting XXXX review of my file and assistance in bringing this matter to resolution. Specifically, I request : Confirmation of whether my loss mitigation application is considered complete. Identification of any remaining documents required, if applicable. Assignment of a single point of contact with authority to manage my case. A written explanation of the hardship assistance options available to me as a borrower who has remained current throughout this process. A written decision on my pending application or an estimated date by which that decision will be made. I have made every effort to work cooperatively with Shellpoint and have remained proactive throughout this process because I wanted to avoid becoming delinquent. I believe this reflects the responsible behavior that loss mitigation programs are intended to encourage, and I am hopeful that XXXX review can help bring this matter to a timely resolution. Timeline of Events XX/XX/XXXX XXXX XXXX lost his job involuntarily XX/XX/XXXX Called Shellpoint Mortgage to apply for Forbearance. ??? Spoke with XXXX and was told that all I needed to send in for the Forbearance application was a hardship letter stating the hardship and that she would send it to her supervisor and it takes about XX/XX/XXXXdays to be approved for a XXXX Forbearance then after we can call and be approved on a monthly basis. XX/XX/XXXX Emailed XXXX hardship letter XX/XX/XXXX - Shellpoint received {$43.00} late payment that was due XX/XX/XXXX. XX/XX/XXXX Called to check on Forbearance XX/XX/XXXX Called to check on Forbearance XX/XX/XXXX - Shellpoint received mortgage payment of {$1500.00} + {$43.00} late payment that was due XX/XX/XXXX. XX/XX/XXXX Emailed XXXX from Shellpoint asking for an update on Forbearance. XX/XX/XXXX - Shellpoint received {$43.00} late payment that was due XX/XX/XXXX. XX/XX/XXXX Received an email from XXXX that account is still in review and hardship letter needs to be dated and resent. XX/XX/XXXX Emailed XXXX from Shellpoint the dated hardship letter XX/XX/XXXX- Shellpoint received mortgage payment of {$1500.00} + {$43.00} late payment that was due XX/XX/XXXX. XX/XX/XXXX Emailed XXXX from Shellpoint asking for an update on Forbearance XX/XX/XXXX Received email from XXXX asking for the loan number and replied to her with the loan number. XX/XX/XXXX - Received email from XXXX stating that the account is still in review and she will let me know once she receives a status on the loan. XX/XX/XXXX- Shellpoint received mortgage payment of {$1500.00} + {$86.00} late payment that was due XX/XX/XXXX. XX/XX/XXXX Emailed XXXX asking how long it will take to receive a status update and asked for getting more information on a late payment that has hit the credit report. XX/XX/XXXX - Emailed XXXX asking for an update on the Forbearance application. XX/XX/XXXX Received email from XXXX stating that she spoke with her supervisor and he advised that a new hardship letter is singed and dated. Once XXXX arrives she will be able to request for the Forbearance program. She is not able to proceed because the account isnt past due. ( which is in big part to what we have been trying to avoid ) XX/XX/XXXX- Shellpoint received mortgage payment of {$1500.00} + {$43.00} late payment that was due XX/XX/XXXX. XX/XX/XXXX - Spoke with another individual who said that our Forbearance application was closed and that we would need to restart the request. XX/XX/XXXX Shellpoint received mortgage payment of {$1500.00} + {$43.00} late payment that was due XX/XX/XXXX. XX/XX/XXXX Received email that documents were sent out so they can review our account. XX/XX/XXXX Received packet from Shellpoint asking for the same documentation that they have already received. Thank you for your time and attention. I appreciate your prompt review and look forward to working with your team to resolve this matter. Sincerely, XXXX XXXX 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