Consumer complaint received 2025-03-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
XXXX XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX XXXX : ** XXXX Phone : ** XXXX **Date : XX/XX/XXXX, XXXX # # # # **Company Complained Against : ** **Shellpoint Mortgage Servicing ( Newrez LLC ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX **Customer Service XXXX ** XXXX XXXX -- - # # # **Complaint Summary : ** We are filing this complaint against **Shellpoint Mortgage Servicing ( Newrez LLC ) ** due to **misleading and contradictory loan modification approvals, failure to provide critical documentation, lack of transparency, and failure to follow through on promised actions** regarding our mortgage loan ** ( Loan Number : XXXX ) ** for our home at XXXX XXXX XXXX XXXXXXXX XXXX, CA XXXX. 

Shellpoints **inconsistent and deceptive handling** of our mortgage modification has created **financial distress and uncertainty**, leaving us with no clear answers regarding the status of our home loan. 

-- - # # # XXXX. Contradictory & Misleading Loan Modification Approvals** We received XXXX conflicting communications** from Shellpoint : **One letter stated that our loan modification and partial claim were approved. ** **A separate CFPB response from Shellpoint claimed we were only prequalified for a XXXX modification and that no partial claim funds were available. ** These statements are **completely contradictory** and have caused **severe confusion** about what terms are actually being offered to us. We are being misled, and Shellpoint has failed to provide a clear, documented explanation. 

-- - # # # XXXX. Failure to Provide Required Documentation** Shellpoint **claimed** in its **XXXX  XXXX, XXXX response that our **loan modification approval notice was sent**but we **never received XXXX. 

We have repeatedly requested that this document be **resent via mail, email, or uploaded to our Shellpoint online account**yet, Shellpoint has failed XXXX comply. 

**This is unacceptable. ** We are being asked to agree to loan terms that have not been fully disclosed to us. 

-- - # # # XXXX. Lack of Assigned Loan Contact & Unfulfilled Promises** Shellpoint informed us that we **were assigned a new loan representative**, yet **we have not been provided with their name, phone number, or email. ** We have been left in the dark with **no direct point of contact** for weeks, despite Shellpoint acknowledging that a representative was assigned to us.

Shellpoints CFPB response also stated they would **contact us by phone to discuss our loan modification**but **we have not received a single call to date. ** **This is a blatant failure in communication. ** It is unacceptable for a mortgage servicer to leave homeowners in limbo regarding something as crucial as a loan modification. 

-- - # # # XXXX. Shellpoints Failure to Consider Our Financial Circumstances** We have **repeatedly informed Shellpoint** that XXXX XXXX was on medical leave from XX/XX/year> until XX/XX/XXXX, XXXX, when she returned to work as an **on-call clerk**. 

We have **offered to provide verification from our employers XXXX XXXX, but Shellpoint has not acknowledged or incorporated this information into their decision-making. 

If our loan modification is based on inaccurate or incomplete financial data, it must be **reassessed immediately** to reflect our true financial position. 

-- - # # # XXXX. How Shellpoints Mismanagement Has Harmed Us** Shellpoints **lack of transparency, misleading responses, and failure to follow through** have resulted in : **Confusion and emotional distress** due to receiving conflicting loan modification terms. 
**Uncertainty about our mortgage terms**, preventing us from making informed financial decisions. 
**Failure to provide key documents**, leaving us unable to review or sign necessary paperwork. 
**Lack of accountability**, as no representative has taken ownership of our case. 

As homeowners **actively working to maintain our mortgage**, Shellpoints **failure to provide clear and honest information is unacceptable. ** -- - # # # **6. Requested Action from CFPB** We are requesting the CFPB to **intervene immediately** to ensure Shellpoint : **Provides written confirmation of whether our loan modification is a XXXX or XXXX loan. ** **Clarifies whether a partial claim was actually approved. ** **Resends the full loan modification approval notice ASAP via mail, email, and our Shellpoint online account. ** **Provides the name, direct phone number, and email of our assigned loan representative. ** **Schedules and completes the promised phone call to explain the loan terms. ** **Reviews how our financial circumstances ( medical leave & return to work ) were considered in the modification. ** We also request that the CFPB **investigate Shellpoint** for potential violations of consumer protection laws regarding : **Providing misleading and contradictory loan modification information. ** **Failing to disclose key loan modification terms in writing. ** **Failure to communicate with borrowers despite repeated attempts to request information. ** Shellpoints mishandling of our case has caused **undue stress and financial uncertainty**, and we are demanding **swift corrective action** to prevent further harm. 

-- - # # # XXXX. Attached Supporting Documents** **Shellpoints loan modification approval letter** ( stating we were approved for a partial claim ). 
**CFPB response letter from Shellpoint** XXXX which contradicts the approval letter ). 
**Our email and written requests** to Shellpoint requesting clarification, missing documents, and follow-ups ( which have been ignored ). 
**Proof of employment and medical leave** ( available upon request ). 

These documents provide **clear evidence** of Shellpoints mismanagement and failure to act in good faith. 

-- - # # # XXXX. Closing Statement** We respectfully request **CFPB action to hold Shellpoint accountable** for failing to provide homeowners with accurate, timely, and transparent mortgage servicing. We are not asking for anything unreasonableonly the **fair and honest treatment that every homeowner deserves. ** We appreciate your **prompt attention** to this serious matter and look forward to your response. 

# # # **Sincerely, ** XXXX XXXX XXXX XXXX & XXXX XXXX XXXX : ** XXXX **Phone : ** 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