Consumer complaint received 2025-04-27 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: NC

Complaint narrative:
" Shellpoint Mortgage Services has allegedly taken over servicing of my home equity line of credit loan without providing proper documentation of their legal right to collect. They have made it extremely difficult to make payments, refused to provide payment history or online account access, and transferred my call between multiple departments causing hardship. They are threatening foreclosure without proper notice and without filing in my county. I have requested proof of debt and loan history, and they have failed to comply. I am requesting a full investigation into their servicing practices and for all foreclosure activity to be halted until lawful validation is provided. 

-Shellpoint claim to have either bought or is performing services for this Heloc loan from a company called " Figure Home Equity Line '', to another company called " XXXX XXXX XXXX '' then finally to Shellpoint XXXX Shellpoint never gave me access to there portal to see any pass payment numbers from figure, payments that I have all ready paid to XXXX, XXXX and Shellpoint. I would always have to call them to make a payment. Then I would get transferred to different wing teams a total of XXXX times as always to simply make a payment. All the payments, numbers, receipts remained hidden from me. Shellpoint claimed Im months behind on payments. I dont even know if Shellpont has any authentic authorization to pursue legal actions against me and my property.

-Shellpoint now claims that I am in foreclosure status with them. Shellpoint claims I now owe XXXX XXXX  plus and extra XXXX more XXXX  for legal fee to get reinstated. I have also received random number amounts i owe from different addresses from XXXX. a resent letter came to me-as of now XX/XX/XXXX. An old letter from XX/XX/XXXX that I have never received stating I was behind then but I never know what Shellpoint was doing. This is the Shellpoint trickery into foreclosures. I visited XXXX XXXX clerk office in North Carolina and there is no foreclosure procedure pending against me and my property. According to the law I must be served appropriately within 45 day of any foreclosure procedure from the courts. 

-Shellpoint has their own policies but Shellpoint XXXX not above the law. If Shellpoint is authorized to legally pursue this loan. I have the right to see all the numbers and payments that I have made. Past and Present from " XXXX '', " XXXX '' and " Shellpoint ''. I have the right to make payments on my own. On line and automatically by phone without having to bounce around to XXXX different wing team employees at the Shellpoint in order to simply make a payment. Bouncing around to different wing teams and having to recite my address and last XXXX of my SS and name is psychologically to much effort to make a payment. Thats how Shellpoint get foreclosures. They make it hard for people to pay and make it impossible for home owners like me to see all the numbers and the proof. So home owners stop calling and fall default on payments, so Shellpoint can charge a large amount to so-call get reinstated- knowing well and good that the property owner can not afford it. Thats how Shellpoint take homes. Shellpoint have been doing unlawful procedures against me and my property without my knowledge. 

The letter enclosed is a letter from XX/XX/XXXX that Shellpoint has just mail me in XX/XX/XXXX. Which proves that Shellpoint has been doing illegal actions against me for the past XXXX months without my knowledge or understanding. I have payments receipts to Shellpoint enclosed during those past months of XX/XX/XXXX and XX/XX/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