Consumer complaint received 2025-07-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
See attached letter to CFPB Under RESPA, Shellpoint was required to respond within XXXX business days ( or 45 days with an extension ; but to date - XXXX months later- they have failed to provide a proper response. 

Issue : Mortgage servicing Incorrect information on my account / Failure to respond to a written request ( RESPA violation ) What happened : On XX/XX/2025, I submitted a formal Notice of Error ( NOE ) and Request for Information ( RFI ) to Shellpoint Mortgage Servicing concerning errors on my account and specific questions about my loan. 
Under RESPA, Shellpoint was required to respond within XXXX business days ( or 45 days with an extension ), but to datefour months laterthey have failed to provide a proper response. Instead, they have sent multiple generic letters stating they are still gathering information. These are non-substantive and do not address the detailed requests outlined in my NOE/RFI. 

Additionally : A Trial Payment Plan dated XX/XX/2025, was not received until XX/XX/XXXX, with no extension offered for the delayed delivery. 
I made the first XXXX trial payments ( on XX/XX/XXXX and XX/XX/XXXX ) even though no signed agreement was in place, and Shellpoints communications have remained unclear and noncommittal.

As of today, they still have not provided the documentation or answers legally required under RESPA. 

This delay and evasion have significantly impacted my ability to resolve the errors and maintain accurate loan servicing records. I believe this is a clear RESPA violation. 

What would be a fair resolution : A full, detailed response to the XX/XX/XXXX NOE/RFI Cease any foreclosure or collection activity until this issue is resolved Reimbursement of any damages caused by this delay and noncompliance Assurance that future NOE/RFI submissions will be handled in compliance with federal law Documents attached : Copy of original NOE/RFI All correspondence received from Shellpoint in response to my initial NOE/RFI request ( XX/XX/XXXX, XX/XX/XXXX XXXX XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) Proof of trial payments Timeline summary of events Final Notice of RESPA Violations to Shellpoint dated XX/XX/2025 Notice Withholding Final Trial Payment Due to RESPA Violations and Pending Foreclosure Auction Shellpoint Mortgage Servicing has failed to comply with the Real Estate Settlement Procedures Act ( RESPA ), specifically Regulation X. On XX/XX/2025, I submitted a Request for Information ( RFI ) and Notice of Error ( NOE ), sent via certified mail and received by Shellpoint. Despite the passage of over XXXX months - XXXX business days, I have received XXXX generic acknowledgment letters ( as listed above ), neither of which include the required documentation or any investigation or explanation. 
I requested detailed records including servicing notes, transaction breakdowns, call logs, loss mitigation files, escrow application history, hazard insurance policies and/or forced-placed insurance policies, and audio call recordings. Shellpoints failure to respond constitutes a clear violation of 12 C.F.R. 1024.35 ( e ) and 1024.36 ( d ). 
In the meantime, I have made XXXX trial payments totaling over $ XXXX under what appears to be a loss mitigation arrangement, yet I have received no signed agreements, no written documentation, and no transparency on how my payments are being applied. 

I am requesting immediate CFPB intervention to : Compel Shellpoint to comply with the law ; Ensure all requested documents are provided ; Prevent further financial harm or misapplication of funds ; Preserve my rights and standing under the law.

Statement Justifying Withholding the 3rd Loss Mitigation Payment Given Shellpoints clear failure to comply with its legal obligations under RESPA, and the absence of a signed or formalized loss mitigation agreement, I am under no obligation to continue making trial payments. Without a transparent, contractually binding compliant response to my lawful NOE/RFI submitted on XX/XX/2025, any further payment would be speculative and potentially detrimental to my legal position. 

Therefore, unless and until Shellpoint fully complies with the XX/XX/XXXX RFI/NOE and cancels the foreclosure auction currently scheduled for XX/XX/2025, I will not be submitting the third trial payment. Shellpoints lack of transparency, refusal to comply with federal law, and continued pursuit of foreclosure amid active loss mitigation is unacceptable and will be formally challenged. 

As such, I am withholding the XXXX payment until : Shellpoint provides the complete documentation as lawfully requested on XX/XX/2025 ; There is proof that payments are being applied correctly and in good faith. 
A full written agreement is executed

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