Consumer complaint received 2026-01-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
This is a NEW complaint being filed to escalate unresolved issues raised in prior CFPB complaints regarding Shellpoint Mortgage Servicing, including CFPB complaint number XXXX. I have filed multiple prior complaints related to this loan, and each response from Shellpoint has contained new contradictions, shifting timelines, and material inaccuracies. This complaint is intended to escalate those unresolved issues and address ongoing servicing failures. \\ \\ \\ 1 ) Until my mother passed away, I was only an authorized user on the loan. I was legally required to obtain my mothers permission to communicate with Shellpoint, and Shellpoint required her authorization. Despite this, Shellpoint repeatedly treats me as if I were a co-borrower, successor, or owner prior to my mothers passing, which is legally incorrect and affected how my requests were handled.

2 ) I submitted a complete loss mitigation package on XX/XX/XXXX, based on what Shellpoint requested. Shellpoint later issued shifting and contradictory determinations about whether my application was incomplete or complete. In regulatory correspondence, Shellpoint has cited different completion dates, including XX/XX/XXXX and XX/XX/XXXX. These inconsistencies are due to Shellpoints internal mishandling, not borrower delay. 

XXXX ) Shellpoint referred the loan to foreclosure counsel around the time of XX/XX/XXXX. At that time, my mother was in an active bankruptcy. This critical fact is omitted from Shellpoints narrative. My mothers bankruptcy was later dismissed solely because she passed away, not because it was denied or unsuccessful. Despite this, Shellpoint later proceeded with foreclosure litigation and brought the matter to court on XX/XX/XXXX, while my loss mitigation application was under active review and later deemed complete based on Shellpoints own records.

4 ) Shellpoint later claimed foreclosure was on hold but has not provided documented proof of when the hold was placed, whether foreclosure counsel was instructed, or whether foreclosure activity actually ceased. This constitutes dual tracking, as foreclosure litigation continued while loss mitigation was pending. Shellpoint has misrepresented this by implying that the absence of a scheduled sale alone resolves dual-tracking concerns, which is inaccurate.

5 ) My account experienced extreme SPOC turnover from XX/XX/XXXX through XX/XX/XXXX, including XXXX XXXX, XXXX XXXX, unidentified employees, an employee with the last name XXXX, and now XXXX XXXX. On XX/XX/XXXX, XXXX XXXX informed me by email that she was actively submitting my documents to underwriting and also identified that my request should be processed as a loan modification assumption. XXXX was removed from my case mid-process without notice, causing delays, confusion, and contradictory guidance. 
6 ) I was repeatedly given misleading and inconsistent information regarding my options. Ever XXXX told me I would receive a loan modification and have options. XXXX XXXX later identified that the correct process was a loan modification assumption. On XX/XX/XXXX, XXXX XXXX told me underwriting stated there were no options, explained this was because my request was not being treated as a new loan and was instead being treated as my mothers existing loan, and stated the only path forward was an investor exception. These shifting explanations show misrepresentation and poor servicing over several months.

7 ) Shellpoint has also provided conflicting investor and ownership information. Their documents have stated XXXX XXXX is the owner, while Shellpoint sent multiple letters stating the loan was sold to XXXX XXXX Loan Acquisition, including letters dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. These inconsistencies raise serious concerns about record accuracy and decision-making authority. \\ \\ \\ Shellpoints responses across complaints do not accurately reflect how my loan has been serviced. I am requesting CFPB review Shellpoints conduct, require correction of the record, require documented proof of foreclosure holds, require clarification of the correct investor and decision-maker, and address the dual-tracking, misrepresentation, and servicing failures described above.

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