Consumer complaint received 2026-01-07 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:
My mortgage is currently XXXX months past due, and I am requesting mortgage assistance so that I can bring my account current. I believe my servicer has mishandled my loss mitigation application, provided inconsistent and incorrect information, and caused unnecessary delays that have placed me at risk of further delinquency. 

I lost my job on XX/XX/year>. I immediately notified my mortgage company and applied for mortgage assistance. At that time, I was receiving severance pay and later unemployment benefits. I was instructed to complete certain loss mitigation paperwork, which I did promptly. 

Initially, I was told that because I was unemployed, I would not need to submit additional documentation. This later turned out to be incorrect. I was subsequently advised that I needed to submit my unemployment award letter and bank statements, which I provided as requested. 

I spoke with a representative named XXXX, who told me that my application was going to be approved. That statement was not accurate. Approximately XXXX week later, I received an email stating that my application was denied. When I contacted the mortgage company for clarification, I was told that I was denied because I did not have a job and that my hardship would need to be over before assistance could be approved. I was never informed of this requirement during the application process. 

I then informed the servicer that my husband is employed and able to take over the mortgage payments. I was instructed to submit additional documentation, including : My husbands bank statements A non-contributor form My unemployment award letter The loss mitigation award letter I submitted all of the requested documents via email to XXXX, and I also mailed the complete application and bank statements to Shellpoint. 

When I followed up again with XXXX, I was told that the documents could not be accepted because XXXX was not written on the paperwork. I was also told that the documents were never received, despite submitting them multiple times via email and mail. 

As a result of these repeated issues, delays, and contradictory information, my mortgage is now XXXX months past due. I made a payment of {$2200.00} in XXXX in an effort to catch up, but I continue to struggle because : Documents are repeatedly claimed to be missing New errors are identified after submission I am told approvals are forthcoming and then later denied Denials are issued based on hardship criteria that were never previously disclosed I believe my servicer has failed to properly process my loss mitigation application, failed to provide clear and consistent guidance, and failed to act in good faith. I am requesting immediate review of my account, proper consideration for mortgage assistance, and a resolution that allows me to bring my loan current without further harm caused by servicing errors.

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