Consumer complaint received 2026-05-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
b"We have sent multiple emails and made multiple calls since XXXX Was told in XXXX we qualified for loss mitigation and payments would restart XXXX XXXX which we paid. On XXXX XXXX we were locked out of the account and was told that they canceled the payment plan. We received no communication from them since XXXX. Shellpoint Mortgage is stating they have none of this information. Below is one of may emails sent with no response. To: XXXXnHello,\nMy name is XXXX XXXX, and I currently have a mortgage with Shellpoint Mortgage. I am writing to formally request immediate escalation of my case to a supervisor or member of upper management due to ongoing issues that have not been resolved despite repeated attempts to seek assistance.\n\nOur experience with Shellpoint has been extremely frustrating and concerning, particularly given the seriousness of matters involving our home.\n\nWe applied for a repayment plan in XXXX but we were never notified of its approval or provided any details regarding its start date. We received no communication via mail or email. Between XXXX XXXX XXXX XXXX XXXXt, I made over 10 phone calls and left more than 10 voicemails for my assigned point of contact, XXXX XXXX without receiving a single response. I also sent multiple emails through both your website and my personal email, again with no reply.\n\nOn XXXX XXXX, I received a notification that a payment was needed. We made that payment and followed up with a call on XXXX XXXX, where I was told everything was in good standing and that only two payments remained. However, on XXXX XXXX when I attempted to make another payment online, I was unable to do so and discovered that the repayment plan had been canceled without any prior notice.\n\nAfter again attempting to reach my point of contact without success, I called your office and spoke with another representative. I was then informed that the repayment plan had been canceled and that our account may be proceeding toward foreclosure. This is completely unacceptable given our consistent efforts to comply and communicate. I talked with a supervisorXXXXXXXX XXXX who also had no answers and didn't know any way to help us.\n\nAdditionally, we are aware of multiple lawsuits and class action complaints that Shellpoint has faced related to loss mitigation failures. Given our current experience, this raises serious concerns about how our case has been handled.\n\nI have documentation of all emails, phone calls, and voicemails made over the past several months. It is deeply concerning that after three months of persistent outreach, we have been ignored entirely. This level of service is not appropriate for a company responsible for managing family homes.\n\nAt this point, I am requesting:\n\nImmediate escalation of this matter to a supervisor or executive-level representative\nA clear explanation of why the repayment plan was canceled without notice\nImmediate guidance on reinstating the repayment plan\nDirect communication from someone who has the authority to resolve this issue\nWe have lived in our home for 11 years and have never experienced anything like this prior to working with Shellpoint. I am simply asking for assistance in resolving this matter and reinstating our repayment plan, which we have made every effort to uphold.\n\nPlease treat this matter as urgent. I expect a prompt response and direct contact from someone in a position to assist.\n\nThank you for your time, and I look forward to hearing from you as soon as possible.\n\nThank you,\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. We also were told to apply in the online portal which we did multiple times."

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