Consumer complaint received 2025-11-30 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
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: OR

Complaint narrative:
I have reviewed Shellpoints XX/XX/XXXX response to my previous complaint filed and I disagree that there was no error. Shellpoints own letter admits that an incorrect Social Security Number was transferred to Specialized Loan Servicing ( SLS ) during the loan transfer process and that it was not corrected until XX/XX/XXXX. During that period, when I used their find my account tool with my SSN and ZIP code, the system pulled up another borrowers loan ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) and displayed his full names, property address, loan number ending in XXXX XXXX XXXX XXXX, mortgagee clause, and active XXXX homeowners policy, while searches under my correct name and date of birth showed no accounts found. My own loan was simultaneously linked to a different SSN. This is more than a minor transfer error ; it is a serious datasecurity and privacy breach that exposed both my identity and another familys complete mortgage and insurance profile, in violation of federal privacy and safeguard rules. Issuing a gift card for XXXX does not cure that harm, and Shellpoint has not provided any technical explanation or logs showing how my SSN was mismapped or what they have done to prevent this from happening again. 
In addition, Shellpoints description of the trial modification leaves out critical context. Their letter confirms that I was approved on XX/XX/XXXX for a threepayment trial plan at {$550.00}, and that payments were received on XX/XX/XXXX, XXXX XX/XX/XXXX, and XX/XX/XXXX and XX/XX/XXXX. Their own system showed the trial as Approved and a Shellpoint representative told me on XX/XX/XXXX that all required trial payments had been made and final modification documents would be mailed. Only after that assurance did they claim that some payments were later returned XXXX. I was never given timely written notice that any trial payment had failed, nor a clear cure period to replace it, nor an explanation of why a fourth payment of {$560.00} made on XX/XX/XXXX ( after the three required trial payments ) did not satisfy the plan. Instead, they rescinded the trial on XX/XX/XXXX and later blamed investor guidelines and delinquency, even though I continued trying to make payments and could not reach my Single Point of Contact for weeks. Shellpoints own app now shows a red banner stating this loan has a legal status preventing online payments while they continue to charge late fees, making it impossible for me to pay online but still treating nonpayment as my fault. 

I am filing this complaint against NewRez LLC XXXX Shellpoint Mortgage Servicing for a pattern of abusive and unlawful mortgageservicing practices on my homeequity loan. Shellpoint incorrectly boarded my loan with the wrong Social Security number and, for months, their online find my account tools pulled up another borrowers full mortgage and insurance information under my SSN while my own account was not findable under my correct identity. This exposed both households private financial data and created serious identitytheft and creditreporting risks. Shellpoint has admitted in writing that an incorrect SSN was transferred and corrected later, but has never explained how long the crosslink existed, how many times it was accessed, or what safeguards were implemented to prevent this from recurring. 
At the same time, Shellpoint has mishandled my payments and lossmitigation requests. They approved me for a trial modification, accepted multiple trial payments, and verbally confirmed that all required payments were received and that a permanent modification would be processed. After I relied on those assurances, they abruptly rescinded the trial plan, claimed payments were returned or the investor declined, and treated my loan as delinquent without giving me a clear cure period or a meaningful way to resolve the issue. Shellpoint has also blocked me from making online payments by flagging my loan as having a legal status preventing online payments, while still adding late fees and other defaultrelated charges. In addition, they have added inspection/BPO and other fees that appear excessive and unsupported by any change in property condition or occupancy. 

Shellpoint claimed previously that my social security was incorrect due to the previous serving company sending it at the time of transfer which Figure had sent documents stating my social being correct with their accounts and my name and said that they in fact did not send the incorrect social number with my account at transfer. Shellpoint is responsible for the mishandling of my account and personal information.

Because of these actions, my credit has been damaged, my account balance inflated by questionable fees and capitalized deferred amounts, and I have been left in constant fear of foreclosure despite actively trying to resolve the situation and make payments.

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