Consumer complaint received 2026-07-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Fees charged
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
To whom it may concern, I respectfully request that the Consumer Financial Protection Bureau investigate the servicing of my VA home loan due to significant accounting discrepancies that have been identified during my review of the loan records currently available to me. My mortgage loan originated in XX/XX/year> with an original principal balance of approximately {$520000.00}. I began making regular monthly payments in XX/XX/year>. During the XXXX pandemic, I entered into a temporary forbearance program offered under the CARES Act. After the forbearance period, I discovered that the outstanding principal balance of my mortgage had increased dramatically. Based on the documents currently in my possession, the balance increased by approximately {$100000.00} despite only one year of deferred payments. This increase appears disproportionate to the amount that should have been affected by the forbearance and raises substantial questions regarding how my loan was serviced and how balances were calculated. As I continued reviewing the available records, I identified numerous additional concerns requiring explanation, including : Significant unexplained increases in principal balance following the XXXX forbearance period. Numerous fees, corporate advances, and servicing charges that currently lack supporting documentation or sufficient explanation. Questions regarding the accounting used during my XXXX loan restructuring. Potential inconsistencies in the application of payments and changes in loan balances over time. Servicing records that do not currently allow me to independently reconcile the loan balance. Immediately following completion of the XXXX loan restructuring, the servicing rights to my mortgage were transferred to another mortgage servicer. Because of this transfer, I have experienced significant difficulty obtaining the complete servicing records necessary to verify the accuracy of the accounting performed by the prior servicer. I have formally requested the complete loan servicing file from origination through the present, including all payment histories, transaction ledgers, servicing notes, XXXX forbearance documentation, loan modification calculations, corporate advance documentation, escrow analyses, servicing transfer records, and other supporting documents necessary to perform a complete reconciliation of my mortgage account. At the time of filing this complaint, I am still awaiting those records. I am currently preparing a comprehensive forensic accounting reconstruction of my mortgage using the records available to me. This reconstruction includes a complete life-of-loan payment analysis, amortization reconstruction, escrow review, fee analysis, transaction reconciliation, and supporting documentation. The purpose of this reconstruction is to determine whether the servicing of my mortgage complied with applicable federal servicing requirements and whether all charges assessed against my loan were authorized and accurately calculated. Because the accounting discrepancies identified thus far are substantial, I am requesting that the CFPB review the servicing of my mortgage while my document request remains pending. Specifically, I respectfully request that the CFPB require the mortgage servicer to : XXXX. Provide a complete life-of-loan accounting from origination through the present. XXXX. Explain every increase in principal balance occurring during and after the XXXX forbearance period. XXXX. Produce documentation supporting every corporate advance, inspection fee, attorney fee, foreclosure-related charge, appraisal fee, property preservation charge, escrow adjustment, and any other amounts added to my account. XXXX. Provide all documentation supporting the VA loan restructuring calculations, including how each amount financed into the modified loan balance was determined. XXXX. Produce all XXXX forbearance records, agreements, internal servicing calculations, payment deferral calculations, and related communications. XXXX. Explain how all payments were applied throughout the life of the loan, including any unapplied or suspense account balances. XXXX. Provide documentation regarding the transfer of servicing, including the loan balance transmitted between servicers and the accounting supporting that transfer. At this time, I am not asking the CFPB to make conclusions regarding intent or misconduct. Rather, I am requesting regulatory oversight to ensure that my mortgage account has been serviced accurately, that all charges assessed against my loan were authorized, and that I receive the complete documentation necessary to independently verify the accounting of my mortgage. I reserve the right to supplement this complaint upon receipt of the requested servicing records and completion of my forensic accounting reconstruction if additional discrepancies or servicing violations are identified. Thank you for your attention to this matter and for your assistance in ensuring that my mortgage servicing complies with applicable federal consumer protection laws and mortgage servicing requirements. 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