Consumer complaint received 2025-11-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I am filing this escalated complaint against Shellpoint Mortgage Servicing for continued violations of federal and state laws in handling my mortgage loan, including a bad faith failure to provide a substantive response to my prior CFPB complaint ( ID : XXXX, submitted XX/XX/year> ). Despite the urgency of my situationfacing potential foreclosure and irreparable harmShellpoint has only issued a generic interim response on XX/XX/year>, stating they need " additional time '' without addressing any specifics or taking action to halt violations. This delay, now over 30 days since my original submission, exemplifies a pattern of bad faith avoidance, disregarding CFPB guidelines that expect timely resolutions ( within 15 days for initial responses and up to 60 days only for complex cases ). Their inaction risks escalating my financial harm and violates their obligation to respond meaningfully under CFPB oversight. 
Recap of Ongoing Violations ( Detailed in Prior Complaint ) : As outlined in my previous complaint, Shellpoint has repeatedly violated the Real Estate Settlement Procedures Act ( RESPA ), 12 CFR 1024.40 and 1024.41, and California 's Homeowner Bill of Rights ( HBOR ) /California Civil Code 2923.6 and 2923.7. Key issues include : Refusal to Assign and Communicate via Single Point of Contact ( SPOC ) : Under 12 CFR 1024.40 and Civil Code 2923.7, Shellpoint must provide a dedicated SPOC for loss mitigation coordination. Since my pro per litigation began, they have refused direct communication with me, insisting I contact their attorney ( XXXX XXXX XXXX ) instead. This violates my rights, as litigation does not waive borrower protections. On XX/XX/year>, my advocate attempted contact on my behalf, but Shellpoint again refused, heightening my risk of losing my home. 
Failure to Acknowledge Complete Loan Modification Applications : On XX/XX/year>, a complete loan modification application was submitted via my advocate. Shellpoint failed to provide written acknowledgment within XXXX business days, violating 12 CFR 1024.41 ( b ). This mirrors prior non-compliance with applications submitted in XX/XX/year> and XX/XX/year>, which were denied without appeal rights or proper evaluation. 
Dual Tracking Violations : Shellpoint continues pursuing foreclosure ( tentatively scheduled for XX/XX/year> ) while ignoring my complete applications, in direct violation of Civil Code 2923.6 and 12 CFR 1024.41 ( f ). This persists despite documented chain-of-title defects, improper denials, and my prior CFPB complaint ( XXXX ). 
Pattern of Bad Faith : On XX/XX/year>, I sent a demand letter ( via certified mail and email to XXXX ) requesting SPOC assignment, application acknowledgment, and a foreclosure pause, citing RESPA and XXXX. No response or action followed, demonstrating deliberate evasion. 

Evidence of Bad Faith in CFPB Response Handling : Shellpoint 's interim response on XX/XX/year>, was boilerplate and non-substantive, merely requesting more time without providing any updates, explanations, or interim relief ( e.g., pausing foreclosure ). Given the imminent foreclosure risk highlighted in my original complaint, this delay is not justified and appears designed to run out the clock, allowing violations to continue unchecked. CFPB guidelines emphasize timely and thorough responses to protect consumers ; Shellpoint 's approach undermines this process and my rights. This is not an isolated incident but part of a broader pattern, as evidenced by numerous similar consumer complaints against Shellpoint for unresponsive loss mitigation and regulatory evasion.

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