Consumer complaint received 2026-06-09 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: MD

Complaint narrative:
Subject : Complaint Against Shellpoint Mortgage XXXX XXXX and XXXX XXXX XXXX XXXX XXXX Dear Consumer Financial Protection Bureau XXXX XXXX am submitting this complaint regarding Shellpoint Mortgage Servicing ( NewRez ) and its lender-placed insurance provider, XXXX XXXX XXXX XXXX XXXX XXXX I believe I have been treated unfairly through a series of loan modification agreements that have significantly increased my monthly mortgage payments, a lack of meaningful loss mitigation assistance during periods of financial hardship, and ongoing issues related to severe property damage that remain unresolved. While experiencing financial hardships on different occasions, I sought assistance from Shellpoint to avoid foreclosure and preserve my home. Rather than allowing me to resume making my regular mortgage payments when I was able to do so, Shellpoint repeatedly informed me that I could not simply restart payments under my existing loan terms. Instead, I was required to enter into loan modification agreements as the only alternative to foreclosure. What I do not understand is how these modifications, which were presented as a form of assistance, resulted in monthly mortgage payments increasing by more than {$400.00}. Prior to the modifications, I was already experiencing difficulty affording my mortgage payments. Increasing my monthly payment obligation only made my financial situation worse and placed me at greater risk of default. I feel that these modifications were not structured to provide sustainable homeownership solutions based on my financial circumstances. At no point was I offered an affordable alternative that adequately considered my income, financial hardship, or ability to repay. Instead, I felt forced into accepting terms that were increasingly unaffordable in order to avoid losing my home. I am requesting an explanation regarding : 1 ) How the loan modifications were calculated. 2 ) Why the modifications resulted in significant increases to my monthly payment obligations. 3 ) Whether Shellpoint properly evaluated my financial circumstances before offering these modifications. 4 ) Whether more affordable alternatives, including payment deferrals, forbearance options, or other loss mitigation programs, were available but not offered. In addition to these concerns, my home sustained substantial damage due to severe storms and prolonged water intrusion. Approximately XXXX years ago, the condition of the property became so severe that my family and I were forced to temporarily relocate. The roof developed a large opening that allowed water to enter the home, resulting in significant damage to the master bathroom and the collapse of portions of the ceiling. The damage has exposed the attic and elements to the interior of the home. The conditions have continued to deteriorate and now include : Extensive water damage, mold and mildew growth, structural deterioration, wildlife intrusion, including squirrels entering through the damaged roof, and unsafe and partially uninhabitable living conditions These conditions create serious health and safety concerns for my family. I suffer from chronic respiratory issues, and my teenage daughter has XXXX. Following the damage, representatives and adjusters associated with XXXX XXXX XXXX XXXX XXXX inspected the property. However, my claim was denied based on allegations that the damage was pre-existing or due to long-term deterioration. I strongly disagree with these conclusions and believe the extent of the damage was directly related to severe weather events and resulting water intrusion. I have filed complaints regarding Proctor 's handling of my claim with : The Georgia Office of Commissioner of Insurance and Safety Fire, Michigan Department of Insurance and Financial Services ( DIFS ) and the XXXX XXXX XXXX. Despite these efforts, I have not received meaningful assistance toward resolving the roof replacement and necessary repairs needed to restore the property to a safe and habitable condition. As a result of my property 's condition, I have cited with several property violations from Code Enforcement, requiring me to pay property violation fines along with replacing the roof. Consequently, I have addressed the lawn maintenance issues by hiring a lawn scaping contracting company to upkeep the property 's exterior ( cutting weeds, bush trimming, grass cutting, roof and gutter cleaning, etc. ) and have even had a roofing company install a tarp on the roof as a temporary fix. However, that has not stopped neighbors from complaining to Code Enforcement about my damaged roof. Furthermore, despite recently making consecutive mortgage payments during a period of unemployment and reduced income, I have noticed that my principal balance does not appear to decrease in a way that I understand. I am requesting a detailed explanation of : 1 ) How my payments are being applied? XXXX ) What portion is being applied to principal, interest, escrow, fees, or other charges? XXXX ) Why my outstanding balance appears largely unchanged after making payments? XXXX ) What actions are required for my principal balance to decrease? I am also concerned that Shellpoint has continued to focus primarily on collection efforts and foreclosure activity rather than working collaboratively with me to preserve homeownership. Since the transfer of my loan from XXXX XXXX XXXX Mortgage, I have entered into several loan modifications that have consistently increased my payment obligations while providing no long-term affordability solution. Additionally, I have repeatedly requested reassignment to a different point of contact because I do not believe my concerns have been adequately addressed by my current representative, XXXX XXXX XXXX. Despite multiple requests, Shellpoint has declined to assign my case to another representative.

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