Consumer complaint received 2026-02-26 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: TX

Complaint narrative:
Recorded XXXX XXXX ( XXXX XXXX, TN ) dated XX/XX/XXXX ; Shellpoint represented to TDFI it only acts after XXXX ; XXXX Shellpoint paid {$0.00}. I am filing a complaint against Shellpoint for deceptive and inconsistent mortgage servicing involving HOA delinquency and XXXX handling in XXXX XXXX, Tennessee ( a super-lien state ). Shellpoint repeatedly reversed its position, misrepresented communications with my HOA, represented to the Tennessee XXXX XXXX XXXX XXXX ( TDFI ) that it would only consider paying HOA charges once an XXXX XXXX was filed, and then failed to pay anything even after a XXXX was recordedallowing avoidable fees and attorney costs to accrue and increasing foreclosure risk. Key timeline ( documented ) : XX/XX/XXXX XXXX to pay / then reversal. XXXX XXXX department XXXX it would advance/pay delinquent HOA assessments, then later reversed course after claiming the HOA said nothing was XXXX. I confirmed I was delinquent and the XXXX denied Shellpoint contacted them. XX/XX/XXXX Complaint filed with XXXX. I filed a formal complaint explaining the delinquency, XXXX reversals, failure to return calls, and the super-lien risk in Tennessee. XX/XX/XXXX XXXX regulator-facing position. XXXX forwarded XXXX statement that Shellpoint will review loans for XXXX payments in super-lien states only where a lien has been placed ; if approved, Shellpoint may pay the priority portion of the lien. XXXX closed the file based on XXXX response. XX/XX/XXXX XXXX recorded in XXXX XXXX, Tennessee. A formal HOA assessment XXXX was recorded and served ( Notice of XXXX XXXX dated XX/XX/XXXX ). This triggered significant legal/financial exposure, including attorney/collection costs. After XXXX recorded Shellpoint paid nothing. Even after the XXXX existed ( the condition Shellpoint asserted to XXXX ), Shellpoint continued refusing to pay any amount. I notified XXXX that this is new harm and that XXXX refusal post-lien contradicts what it represented to the regulator. XX/XX/XXXX Formal XXXX XXXX Notice of Error / Request for Information. I sent Shellpoint a combined XXXX XXXX XXXX C.F.R. XXXX and XXXX regarding the servicers misrepresentations, reversals, refusal to provide written policies, and failure to act with reasonable diligence to protect collateral from avoidable XXXX XXXX escalation. Harm : Shellpoints reversals and refusal to act caused foreseeable, avoidable damage : delinquency escalated into a recorded XXXX with attorney/collection costs and increased foreclosure exposure. The pattern suggests material misrepresentation to both borrower and regulator : Shellpoint used a lien must exist rationale to justify nonpayment, yet once the XXXX existed, Shellpoint still paid nothing.

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