Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
Subject : Rebuttal to Company Response Complaint # XXXX Borrower : XXXX XXXX XXXX XXXX : XXXX Dear Consumer Financial Protection Bureau XXXX This is a formal dispute of the companys response and a request for further investigation. I am submitting this rebuttal to the response provided by Shellpoint Mortgage Servicing. The companys response is incomplete, internally inconsistent, and fails to address the core issues raised in my complaint. 1. Failure to Provide Complete Accounting Shellpoint admits that it began servicing the loan on XX/XX/XXXX, yet claims the loan has been in default since XX/XX/XXXX. However, the company has not provided any complete accounting records prior to XXXX to substantiate this alleged default. Additionally, Shellpoint has only provided a transaction history and fee summary, which is insufficient. A proper accounting must include supporting documentation such as : Property tax payment receipts Homeowners insurance payment records XXXX invoices and disbursement documentation Full transaction-level history from loan origination to present A ledger alone does not constitute proof of accounting and does not validate the amounts claimed. XXXX. Material Contradictions in Loan Status Shellpoints response contains significant inconsistencies : It states the loan has been due since XX/XX/XXXX It also confirms the last full payment was made on XX/XX/XXXX These statements are contradictory and call into question the accuracy and reliability of the servicing records. The company has not explained how a loan can remain in continuous default since XXXX while accepting and applying payments through XXXX, including during bankruptcy proceedings. XXXX. Failure to Address Second Mortgage / Potential XXXX Shellpoint states it has no record of servicing any other loan associated with the borrowers. However, this fails to address my complaint regarding a second mortgage that was XXXX in Chapter XXXX bankruptcy. The company has not : Confirmed whether any amounts from a second mortgage were included in the current balance Provided a clear separation of amounts attributable to the first mortgage versus any other obligation Addressed whether any XXXX debt has been improperly included in post-bankruptcy accounting This omission raises serious concerns regarding potential commingling of debt and improper balance calculations. XXXX. Failure to Provide Chain of Title / Standing Documentation Shellpoint identifies the current owner as BANK XXXX NY as trustee for XXXX XXXX but fails to provide any supporting documentation establishing how or when this entity obtained ownership of the loan. Instead, Shellpoint directs me to the XXXX system for chain of title information, which is not a sufficient response. The company has not provided : A complete chain of assignments from origination to present Documentation showing transfer into the XXXX XXXX trust Proof of possession or transfer of the original note Any servicing or authority agreement demonstrating its authority to act on behalf of the alleged creditor Without this documentation, the identity of the creditor and the servicers authority remain unverified. XXXX. Unsubstantiated Balance and Escrow Deficiency Shellpoint claims : Principal balance : {$240000.00} Escrow balance : - {$68000.00} Uncollected payments : {$410000.00} These figures are unsupported by documentation and appear disproportionate and inconsistent. The company has not provided : Escrow analyses with supporting invoices Documentation showing actual tax and insurance disbursements Explanation for the significant escrow deficit Without supporting records, these figures can not be independently verified and remain disputed. XXXX. Conclusion and Request for Action XXXX response fails to resolve the issues raised and instead confirms critical deficiencies in : Accounting completeness Record accuracy Chain of title documentation Loan balance verification I respectfully request that the CFPB require Shellpoint Mortgage Servicing to provide : 1. A complete, documented accounting from loan origination to present, including all supporting receipts 2. Full chain of title documentation, including all assignments and transfers into the alleged trust 3. A clear separation and verification of any first and second mortgage obligations 4. Documentation supporting all escrow charges and disbursements XXXX. Proof of servicing authority and relationship to the alleged creditor The companys response raises additional concerns that warrant regulatory review, including incomplete accounting, failure to verify creditor identity, and potential inclusion of discharged or unverified debt. Until such documentation is provided, the accuracy and validity of the claimed debt remain in dispute. Sincerely, XXXX XXXX

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