Consumer complaint received 2026-05-05 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: FL

Complaint narrative:
This complaint is NOT a duplicate of Complaint ID XXXX. It is based on NEW violations and conduct occurring after that complaint. My subsequent complaint ( ID XXXX ) was incorrectly closed as a duplicate. That classification is inaccurate and prevented review of ongoing violations. This complaint addresses new federal servicing violations, including failure to respond to a Qualified Written Request under RESPA and continued improper servicing conduct. NEW VIOLATIONS 1. Failure to Respond to Qualified Written Request ( RESPA Violation ) A Qualified Written Request was sent via certified mail and RECEIVED on XX/XX/year>. As of today, Shellpoint has : * Provided NO acknowledgment of receipt * Provided NO response * Failed to comply with RESPA timelines This is a direct violation of federal law. 2. Improper Loan Classification / Regulatory Avoidance Shellpoint is attempting to classify this loan as commercial, while simultaneously : * Reporting the account on my personal consumer credit * Communicating with me as an individual borrower * Handling the file through standard residential mortgage representatives for months From XXXX through XX/XX/year>, I was handled by representatives including XXXX, XXXX, and XXXX, none of whom identified the loan as commercial or transferred me to a commercial servicing department. This inconsistent position appears designed to avoid compliance obligations. 3. Servicing Mismanagement / Misrouting For several months, my file was handled by multiple non-commercial representatives without proper routing. Only after escalation did the servicer attempt to claim the loan is commercial, despite prior handling as a consumer mortgage. This reflects : * Improper account handling * Internal mismanagement * Failure to assign appropriate servicing 4. Loss Mitigation Failures and Foreclosure Pressure A complete loan modification package was RECEIVED on XX/XX/year>. Since that time : * No clear or consistent evaluation has been provided * Representatives have given conflicting information * I have been pressured toward reinstatement or sale * Foreclosure activity continues while review remains unresolved 5. Failure to Provide Payoff and Critical Information Shellpoint has failed to provide clear, timely payoff figures and account documentation necessary to sell or refinance the property. This has directly interfered with my ability to resolve the loan. DAMAGES * Negative impact to personal credit * Accruing fees and financial harm * Delayed resolution of loan * Increased foreclosure risk REQUESTED RESOLUTION 1. Full response to the XX/XX/year> Qualified Written Request 2. Complete servicing file, including call logs and internal notes 3. Written clarification of loan classification 4. Immediate pause of foreclosure activity pending proper review 5. Correction of inaccurate credit reporting 6. Assignment to a consistent and competent servicing representative FINAL STATEMENT This complaint includes NEW violations and ongoing conduct that were not part of the prior complaint. It must NOT be categorized as a duplicate. Failure to properly review this complaint will result in escalation through regulatory and legal channels.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation