Consumer complaint received 2025-11-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: LA

Complaint narrative:
CFPB XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX, XXXX  XXXX Phone : XXXX Email : XXXX Date : XX/XX/year> To : Consumer Financial Protection Bureau Mortgage XXXX XXXX XXXX. XXXX XXXX XXXX, XXXX XXXX Subject : Formal Complaint Loan Modification Discrepancy ( XXXX XXXX  XXXX Shellpoint Mortgage Servicing ) Dear CFPB Mortgage Servicing Review Team, I am submitting this formal complaint regarding a loan modification processed by XXXX XXXX  ( Shellpoint Mortgage Servicing ) on my XXXX XXXX mortgage. 
After successfully completing a three-month trial period at {$1700.00} per month, I was informed that my final modified payment would be {$2900.00}, which is nearly identical to my pre-modification payment of {$2900.00}. 
Throughout the trial period, I was told verbally by my account manager that the new permanent payment would be similar to the trial paymenteither slightly more, slightly less, or about the same. This repeated representation directly conflicts with the final result provided. 
This sudden increase has caused severe financial distress and calls into question whether the servicer followed XXXX XXXX modification communication and calculation guidelines. I respectfully request the CFPBs review of this matter to ensure proper oversight and a fair resolution. 
Attached Supporting Documents : XXXX. Borrower Declaration of Verbal Representations and Communications XXXX. XXXXShellpoint XXXX XXXXXXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Loan Modification Review Checklist Sincerely, XXXX XXXX XXXX XXXX Narrative ( for Online Submission ) Loan Type : Mortgage Loan Modification / Servicing Issue Servicer : XXXX XXXX  ( Shellpoint Mortgage Servicing ) Investor : XXXX XXXX XXXX # : XXXX Borrower : XXXX XXXX XXXX XXXX Narrative : I am requesting the Consumer Financial Protection Bureaus review of my recent loan modification process handled by XXXX XXXX  and Shellpoint Mortgage Servicing, with XXXX XXXX as the investor. 
After falling a month and half behind on my mortgage, I entered a trial period plan where I made three consecutive on-time payments of {$1700.00} as instructed by Shellpoints Loss Mitigation representative XXXX I was told multiple times by my assigned account manager, XXXX XXXX XXXX, that this trial amount would be similar to my new permanent payment, either slightly higher, slightly lower, or about the same. 
On XX/XX/year>, after completing the trial successfully, I was informed that the final modified payment would be {$2900.00}, nearly identical to my original pre-modification payment of {$2900.00}. This was the first time I had been told of such a large increase. At no point during my trial period was I advised that the permanent payment could rise by more than {$1100.00} per month. 
This discrepancy contradicts the repeated verbal representations I received from Shellpoint and Truists Loss Mitigation department. The sudden increase has caused significant financial hardship and has undermined my ability to recover from temporary financial distress, the very purpose for which the modification was pursued. 
I have acted in good faith throughout the process, completing all required trial payments on time and maintaining open communication. I am requesting that the CFPB review the servicing and communication practices of XXXX XXXX XXXX whether they complied with XXXX Macs XXXX XXXX, and ensure that corrective action is taken if misleading representations occurred. 
Requested Resolution : A full recalculation and written explanation of the modification terms ; Confirmation that verbal communications aligned with XXXX XXXX and CFPB servicing standards ; A fair adjustment or reinstatement option consistent with the trial payment representations.

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