Consumer complaint received 2025-02-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
On XX/XX/XXXX, I initiated a formal dispute with XXXX XXXX XXXX XXXX regarding my mortgage account. I requested proper verification and validation as mandated by RESPA and other federal laws. My requests included proof of ownership, a complete chain of title, and endorsements or assignments of the promissory note. 

Over the following months, I sent multiple certified letters documenting my dispute and requesting the necessary documentation : XX/XX/XXXX : Letters sent to XXXX XXXX XXXX ( XXXX ) [ Tracking Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( General Counsel ) [ Tracking Number : XXXX XXXX XXXX XXXX XXXX XXXX ], and XXXX XXXX XXXX ( XXXX ) [ Tracking Number : XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Follow-up letters sent to XXXX XXXX XXXX XXXX XXXX Number : XXXX XXXX XXXX XXXX XXXX XXXX ] XXXX XXXX XXXX XXXX [ Tracking Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX [ Tracking Number : XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : XXXX sent to XXXX XXXX XXXX [ XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : XXXX letters sent to XXXX XXXX XXXX [ Tracking Numbers : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Letter sent to XXXX XXXX XXXX [ XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Letter sent to XXXX XXXX XXXX [ XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Two letters sent to XXXX XXXX XXXX [ Tracking Numbers : XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Three letters sent to XXXX XXXX XXXX [ Tracking Numbers : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Letter sent to XXXX XXXX XXXX [ XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Letter sent to XXXX XXXX XXXX [ XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Two letters sent to XXXX XXXX XXXX [ Tracking Numbers : XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Letter sent to XXXX XXXX XXXX [ XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Notice of Mistake and Improper Transfer sent to Shellpoint Mortgage Servicing [ Tracking Number : XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Notice of Absolute Default sent to Shellpoint Mortgage Servicing [ Tracking Number : XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Qualified Written Request sent to Shellpoint Mortgage Servicing [ Tracking Number : XXXX XXXX XXXX XXXX XXXX XXXX ]. 
XX/XX/XXXX : Billing statements returned to Shellpoint Mortgage Servicing with a Billing Error Dispute. 
Violation of Federal Law Despite this extensive correspondence, both XXXX XXXX and Shellpoint failed to comply with federal regulations. XXXX XXXX unlawfully transferred the disputed account to Shellpoint on XX/XX/XXXX, ignoring RESPA 's prohibition against transferring unresolved accounts. 

Since the transfer, Shellpoint has consistently failed to provide any of the documents I requested and continues to act as if the account has already been verified and validated. They have ignored my dispute and continued sending collection threats and billing statements. 

Concerns Regarding the Handling of My Previous CFPB Complaint I previously filed a complaint with the CFPB regarding this issue, but it was closed after Shellpoint responded, despite their response failing to address my dispute or provide the legally required documentation. 

I understand that responses from companies are part of the CFPB complaint process, and I appreciate the Bureau 's role in assisting consumers. However, Shellpoint 's response did not include the key documents I requested and instead contained a packet of irrelevant information that does not fulfill their legal obligations under RESPA. 

Despite this, my case was marked as " resolved '' simply because they responded. My concern is not simply receiving a response but ensuring that the response includes the legally required documentation to verify and validate the account. 

Request for Assistance I am respectfully requesting that the CFPB take another look at this matter to ensure that Shellpoint and XXXX XXXX are held accountable for compliance with federal mortgage servicing laws and dispute resolution regulations. 

I have followed all proper steps, provided detailed documentation, and made numerous good-faith efforts to resolve this dispute. However, I continue to receive billing statements and collection notices on an account that remains unverified. 

I greatly appreciate the CFPB 's role in consumer protection and respectfully request a thorough review of Shellpoints response to determine whether it truly resolves my dispute under federal law.

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