Consumer complaint received 2026-04-16 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: VA

Complaint narrative:
I began seeking mortgage assistance in XX/XX/XXXX from Newrez LLC ( Shellpoint Mortgage Servicing ) due to a financial hardship related to ongoing medical issues. This request is an extension of a previously approved deferment in Fall XXXX ; however, I have not received guidance on how to proceed under my current circumstances. Due to issues with the online portal, I was unable to upload all requested documentation, but I did submit extensive hardship information and multiple written communications via the requested email channels stating this is not a permanent hardship and with assistance can be resolved in XXXX. On XXXX XX/XX/XXXX, I spoke with a representative and supervisor after requesting an escalation. I was advised by the Single Point of Contact ( SPOC ) supervisor that my request would be reviewed by XXXX XX/XX/XXXX. A denial letter was issued on XXXX XX/XX/XXXX, less than 24 hours after my conversation with the supervisor ; however, I did not receive that letter until XXXX XX/XX/XXXX via email from that supervisor, despite multiple follow-up calls earlier that week. Since that time, I have not received any substantive follow-up communication from my SPOC despite multiple emails. I submitted a formal reconsideration request on XXXX XX/XX/XXXX and a subsequent update on XXXX XX/XX/XXXX with additional information. The last substantive communication I received from the servicer was on XXXX XX/XX/XXXX in response to my XXXX XX/XX/XXXX reconsideration letter, which reiterated the prior denial without addressing the updated information provided. My assigned XXXX has remained unresponsive, with no direct communication since XXXX XX/XX/XXXX. Attempts to contact the loss mitigation team via general email addresses have, at times, resulted in undeliverable responses. I have not received consistent confirmation of receipt of submissions and do not have clarity as to what documentation is currently in my file or has been reviewed. The document portal has been inconsistent and unreliable. Documents that were previously visible were later removed, and some items now reflect pending review or not reviewed. I was unable to upload updated documents due to system issues, which I communicated to the servicer, but I was not provided with a reliable alternative method to submit updated information. Mailing documents has also presented challenges, as I have not received confirmation of receipt. The servicer has stated that my request was reviewed but also indicated that they were unable to gather the required information to complete the review, which is contradictory and suggests my file was not fully evaluated. The evaluation appears to have been conducted without complete or current information, including the materials submitted on XXXX XXXX and XXXX XX/XX/XXXX. The servicer has stated that my request was denied based on investor guidelines, including housing debt-to-income ratios. However, no specific criteria, thresholds, calculations, or financial inputs used in the evaluation have been provided, despite multiple requests for that information. On XXXX XX/XX/XXXX, I made a payment covering the XX/XX/XXXX installment in an effort to prevent further delinquency while awaiting guidance. I have attached copies letters I submitted to XXXX XXXX XXXX last 2 months - XXXX XX/XX/XXXX, XXXX March 2026, 30 XX/XX/XXXX, and XXXX XX/XX/XXXX. The screenshot file attached shows what their documents portal looks like now. I don't have a screenshot of before but all items showed submitted and I couldn't replace anything from the fall submission.

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