Consumer complaint received 2026-02-25 00:00:00
Product: Mortgage — FHA 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: CT

Complaint narrative:
Last year we fell behind on payments. My husbands XXXX went on XXXX for over a month. He was getting XXXX XXXX we lost our health coverage and the company took away sign on bonus because the workers went off to XXXX. Before that our electrical panel caught fire in the night from our oven. My husband struggles with XXXX XXXX XXXX XXXX and in XXXX midway we were approved for a trial payment plan with our first payment due in 12 days after we were approved. I had not signed anything they never sent confirmation. Unfortunately my husband was XXXX end of XXXX through XXXX and without XXXX there was no XXXX. I had reached out to Shellpoint with no response and XXXX first we were dropped from the trial plan. I called first week of XXXX to try and touch base again and I was told we are losing our home and no help could be provided. I was told I do have a lot of equity in our home but because of falling behind we would never qualify for a home equity loan. I was also told that my home would be listed in the paper and a sign out front and everyone would know and I should probably try to get a shark loan. This was literally what was said. Then I filed a complaint with FHA and after two weeks was told the lender responded and said they had a workout. I also received a phone call from XXXX from shellpointsloss mitigation saying they had an option. I have all of this documented and voicemail transcribed. No return phone calls after my three attempts I then reached back out to FHA and was told I needed to talk with lender about the workout. Then 13 days ago I finally got ahold of my single point of contact XXXX. He was helpful and re submitted an application for me saying it looked good and my payments would be XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX if approved but he didnt see why it wouldnt. He said he would be in touch in 3-5 days. Almost two weeks later I have heard nothing. I called this morning unable to reach XXXX spoke to another rep saying application was denied and foreclosure is back in effect. I was like what is going on no communication and back to square one. I was told by the rep I should have had communication and she again resubmitted an application. I have received several emails saying Shellpoint is here to help and they have options. The more time that has passed it only accrues more back payments going from XXXX to now {$15000.00}. I am unable to make payments to Shellpoint they wont accept them. Now they wont help the wont accept payment and with zero communication the debt just grows. I filed yet another complaint with fha just now. I have made it clear to Shellpoint I can make the trial payment amounts and now afford our monthly payment. I also offered to pay the three trial amounts from XXXX XXXX and XXXX all at once from original plan from XXXX but was declined. This is our home. We have lived here almost XXXX XXXX we have finally have equity after buying in XXXX and XXXX XXXX later the market crashed. We have done our very best and I am begging for help. Shellpoint is beyond unprofessional and Im pretty sure what they have been doing to us is illegal and deceptive. I want to keep our home and I want to get back on track. We have zero other options. Now with our credit we wouldnt even be able to rent if we lost our home. The fact that they would prefer us to be homeless than give us a way to get back on track is deplorable.

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