Consumer complaint received 2025-06-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
I am writing to formally file a complaint against Shellpoint Mortgage Servicing regarding their mishandling of my mortgage forbearance request, ongoing poor communication, and deeply unprofessional customer service. 

I have been with Shellpoint since my original mortgage was sold to them about XXXX  years ago. Since that time, my experience has been extremely disappointing. The communication from their representatives is consistently poor, their agents are often rude, lack empathy, and do not treat me with the respect or dignity that a homeowner deservesespecially one navigating a serious financial and personal crisis. 

I was unexpectedly laid off from my job on XX/XX/year>, and while I managed to keep my mortgage current through XXXX, I eventually ran out of funds. I proactively reached out to Shellpoint for hardship assistance and was directed to apply for a forbearance program. I cooperated fully and promptly submitted the requested hardship letter, only to be told later that I also needed to complete and sign a formal applicationwhich I then did immediately. 

Shortly after, I was reassigned to a new point of contact who was extremely difficult to work withshe lacked empathy, was dismissive, and made the process more stressful than it needed to be. Initially, she claimed she couldnt locate my documents, then later confirmed she had them but now additional documentation was required, including proof of unemployment ( which I never claimed to be receiving ), physically signed hardship letters, bank statements, and more. The list of documents kept growing with every interaction, making me feel overwhelmed, distrusted, and judged. 

Although I complied and submitted everything they asked, Shellpoint continued moving the goalpost, later demanding even more documents like IRS forms, unemployment benefit statements showing exact amounts, and my HOA bill. Its as if they are intentionally making the process burdensome, disjointed, and emotionally exhausting. Their approach contradicts their advertised message of being there for customers during difficult times. 

I expressed my concern that my forbearance may not be approved, and I was told bluntly that I could either sell my home or let it go into foreclosure. When I inquired about the possibility of a payment plan, I was told I was ineligible due to lack of income. I then asked if getting a temporary job would help, and I was told they would have to assess whether I was making enough to justify support. 

This entire experience has left me feeling helpless, unheard, and emotionally defeated. I am doing my best to recover from job loss and stay afloat, but Shellpoint is making it harder, not easier. Their unwillingness to work collaboratively with a homeowner in genuine need is not only irresponsible, but also unethical. 

I am asking the XXXX XXXX XXXX to step in and help mediate this matter. I need Shellpoint to honor their advertised hardship assistance policies, streamline their process, and assign me a compassionate and competent representative who will helpnot hinderme through this process. 

Thank you for your attention to this matter.

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