Consumer complaint received 2025-10-20 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: CA

Complaint narrative:
I am filing this complaint against Shellpoint Mortgage Servicing ( Shellpoint ) regarding severe issues with the servicing of my mortgage loan, account number XXXX, for the property at XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX. Shellpoints actions have violated federal laws, including the Real Estate Settlement Procedures Act ( RESPA ), the Consumer Financial Protection Act, and Californias Homeowner Bill of Rights ( HBOR ), jeopardizing my home despite significant equity and a documented hardship. Below, I detail the events, the companys misconduct, and my requested resolution. 
What Happened I lost my job in XX/XX/XXXX, creating a new financial hardship that prevents me from meeting my mortgage payments. I submitted multiple complete loan modification applications, with Shellpoint acknowledging them as complete on XX/XX/XXXX ( effective XX/XX/XXXX ), XX/XX/XXXX ( effective XX/XX/XXXX ), and most recently XX/XX/XXXX. Each acknowledgment promised a 30-day review period and foreclosure protection, yet Shellpoint denied my applications on XX/XX/XXXX, and XX/XX/XXXX, with reasons including the approaching foreclosure sale, maximum modifications reached ( three prior mods ), insufficient hardship verification, failed Net Present Value ( NPV ) test, excessive delinquency, and programmatic ineligibilitywithout requesting additional documents. 
For months, Shellpoint has ignored my emails and calls, with customer service deflecting me to their legal department. Attorney XXXX XXXX XXXX, representing Shellpoint, insists all communication go through him, rejected my {$500000.00} short payoff offer on XX/XX/XXXX, and refused to postpone the XX/XX/XXXX, foreclosure sale, citing the prior modifications as a permanent bar. This contradicts the active review protections and my new hardship. My home, valued at least {$4.00} XXXX ( per an independent appraisal ), faces a disputed balance of {$1.00} XXXX from an original {$1.00} XXXX loan in XXXX, with Shellpoints Broker Price Opinion ( BPO ) at {$3.00} XXXX, a {$700000.00} discrepancy. Ive filed a lawsuit in XXXX XXXX XXXX XXXX ( XXXX XXXX. XXXX ) on XX/XX/XXXX, alleging dual-tracking, HBOR violations XXXX and emotional distress, and XXXX XXXX XXXX XXXX XXXX XXXX, indicating investor concern. 
What the Company Did Wrong Violation of Loss Mitigation Rules : Federal regulations ( 12 CFR 1024.41 ) and HBOR ( 2923.6 ) require evaluation of complete applications based on new hardships, like my job loss. Denying review due to prior modifications, without substantiating this limit for a conventional loan, is arbitrary and non-compliant. 
XXXX : The XX/XX/XXXX, acknowledgment grants protection until XXXX, yet the XX/XX/XXXX sale proceeds, violating 12 CFR 1024.41 ( g ) and HBOR 2924.11 .

Failure to Respond : RESPA ( 12 U.S.C. 2605 ) mandates timely responses to inquiries, which Shellpoint has ignored, funneling me to an unresponsive attorney.

Unfair Practices : Rushed denials, inconsistent valuations, and refusal to consider my equity or settlement offer suggest deceptive tactics to force foreclosure, breaching Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) standards.

Valuation Discrepancy : The {$700000.00} gap between Shellpoints BPO and my appraisal hints at manipulation to justify foreclosure, a potential RESPA violation.

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