Consumer complaint received 2026-04-14 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
This is a continuation since CFPB closed my last complaint. Consumer Rebuttal to Servicer Response Shellpoint Mortgage Servicing ( NewRez LLC ) I respectfully dispute Shellpoints response and maintain that their actions caused significant harm and were not handled appropriately. First, Shellpoints response confirms that my loan was under active review for loss mitigation, including the XXXX XXXXXXXX XXXX ( XXXX ) program, during XXXX and XX/XX/2025. They also confirm that the XXXX approved my loan for XXXX on XX/XX/2025. Despite this, Shellpoint proceeded to file a foreclosure complaint on XX/XX/2025 while my loss mitigation review was ongoing. This is deeply concerning. I was actively engaged, in communication with the servicer, and seeking assistance to retain my home. I was not unresponsive or avoiding my obligations. Additionally, I was explicitly told by Shellpoint representatives that I would not go into foreclosure due to the XXXX approval and ongoing review. I relied on this information in good faith. Filing foreclosure after making those representations caused significant confusion, fear, and distress. Shellpoint states that foreclosure proceeded because no finalized agreement had been implemented ; however, this does not address the fact that : - I had already been approved by the XXXX, - The servicer was actively coordinating with the XXXX, and- I was being evaluated for a loss mitigation solution at the time. Furthermore, the level of foreclosure-related activity was excessive and harmful. I received repeated calls, letters, and in-person visits to my home. Third parties, including XXXX XXXX XXXX and other entities connected to my property, were contacted regarding foreclosure activity. This created an extremely distressing and unsafe environment for me and my family. I was afraid to leave my home due to fear of being served or targeted. While Shellpoint characterizes these actions as standard, the frequency, escalation, and circumstancesparticularly given my status as a XXXXXXXX XXXX and active pursuit of XXXX assistancewere unreasonable and caused severe emotional harm. I also dispute Shellpoints position regarding credit reporting. While I understand contractual delinquency may be reported, the broader contextincluding XXXX approval, active loss mitigation, and foreclosure filing during that processshould be considered in determining whether the reporting was fair and accurate in its entirety. At this time, I am reiterating my request for : - A full independent review of the foreclosure filing during active loss mitigation, - Correction or adjustment of any reporting that does not fully and fairly reflect the circumstances, - Consideration of remediation for the significant emotional distress and harm caused by these actions. I remain willing to cooperate in resolving this matter but do not agree that no error occurred. Thank you for your continued review.

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