Consumer complaint received 2025-08-19 00:00:00
Product: Mortgage — Conventional home 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: CA

Complaint narrative:
Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX Borrowers ' Current Legal Names : XXXX XXXX XXXX and XXXX XXXX Incorrect Names on Account : XXXX XXXX XXXX and XXXX XXXX I am filing a formal complaint against our mortgage servicer, Shellpoint, for their persistent and unlawful failure to maintain accurate account information, which has resulted in a complete refusal to communicate with me and my wife, the legal account holders. 

1. The Core Error : Our legal names were changed from XXXX XXXX XXXX and XXXX XXXX to XXXX XXXX XXXX and XXXX XXXX by a court order ( XXXX XXXX XXXX XXXX ) in XXXX This change was finalized years before this mortgage was originated. We have provided Shellpoint with a copy of the official court decree and our U.S. Passports, which all confirm our legal names are XXXX. Despite this irrefutable evidence, Shellpoint 's systems only recognize our former, invalid names. 

XXXX. The Impact and Violation : This is not a minor error. Shellpoint 's failure to update our records has severe consequences : Refusal to Communicate : When I, XXXX XXXX, call and identify myself by my legal name, Shellpoint representatives refuse to speak to me or provide any information about our loan ( number XXXX ). They will only engage if I falsely use my former name, XXXX. This is a direct refusal to provide service to the account holders. 

Blocked Access : We are systematically denied access to information about our own loan and can not conduct necessary business unless we misrepresent our identities. This is a fundamental violation of our rights as consumers. 

XXXX. The Expanded Risk : This error is not contained within Shellpoint. We are aware that other entities are involved, including XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, and XXXXXXXX XXXX XXXXXXXX. Because Shellpoint has not corrected its internal records, it is certain that these inaccurate details ( our former names ) are being communicated to these other parties. This creates a significant risk of improper communications, faulty legal documents, and a fundamental breach of our privacy throughout the entire loan ecosystem. 

XXXX. Desired Resolution : We demand that Shellpoint immediately : Update its primary records to reflect our legal names, XXXX XXXX XXXX and XXXX XXXX. 

Provide written confirmation that this change has been completed. 

Identify and coordinate with all other entities involved in the servicing, ownership, or legal proceedings of this loanspecifically XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, and XXXX XXXX XXXXto ensure they immediately receive corrected, accurate information about the borrowers ' legal identities. 

Ensure all future communications from Shellpoint and its partners are addressed to our correct legal names. 

Train its staff to handle legal name changes appropriately and to never refuse service to an account holder who provides their correct legal name. 

This is a serious failure to maintain accurate records as required by consumer financial protection laws. Shellpoint 's continued inaction, despite multiple notifications, is unacceptable and has left us with no other recourse. 

We have attached the official court decree and U.S. Passports as definitive proof. We expect Shellpoint to resolve this completely, which includes fixing the information with all other involved parties.

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