Consumer complaint received 2025-09-30 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: CA

Complaint narrative:
My mortgage journey began in XXXX with XXXX XXXX. Over the years, the loan was transferred multiple timesfirst to XXXX, then to XXXX, and eventually to XXXX XXXX XXXX  ( XXXX ). When XXXX assumed control of the loan, I was already disputing charges related to a foreclosure that XXXX had imposed, which I believe was unlawful. XXXX claimed they had no records predating their acquisition of the loan, making it impossible to verify or challenge the disputed charges. 

At the time XXXX took over, the account was in arrears. In XXXX, they offered to reinstate the loan with a reduced interest rate and a balloon payment due in 15 years. However, they added over {$100000.00} in back payments and fees. I repeatedly requested a detailed accounting of these charges, but XXXX maintained they had no documentation prior to their involvement. To this day, I have never received a breakdown explaining how they arrived at the reinstatement amount. 

In XXXX, during the financial hardship brought on by the XXXX pandemic, I contacted XXXX  out of concern that I might miss a mortgage payment. A representative informed me that under the CARES Act, I could pause payments temporarily. I asked how repayment would work and was told I would owe a lump sum once the hardship ended. When I expressed concern about my ability to pay a lump sum, I was reassured that the arrears could be deferred to the back end of the loan. This seemed like a reasonable solution, and I accepted the forbearance, missing approximately XXXX payments during the pandemic. 

Unexpectedly, in late XXXX, XXXX notified me that the forbearance program was ending and demanded full repayment of the arrears. I reminded them of the earlier promise to defer the amount, but they now claimed that option was never guaranteed and was no longer available. They threatened foreclosure if I could not pay the full balance. 

I then applied for a loan modification, submitting extensive documentation over several months. As it became clear that I could neither meet the lump sum demand nor count on approval for the modification, I felt I had no choice but to sell my home to avoid foreclosure. I did so reluctantly and am now without stable housing. Due to my financial situation, I am unable to qualify for another mortgage. 
My credit has been affected by this as well. XXXX reported my payments during the forbearance period as delinquent even though they should have been protected under the CARES ACT. I have reached out to them and requested a reversal, but they have not complied. 

I believe XXXX misled me regarding the terms of the forbearance and failed to provide the transparency necessary for me to make an informed decision. Their lack of clarity and refusal to honor prior assurances directly contributed to the loss of my home. I suspect I am not alone in experiencing this kind of deceptive treatment. 

Additionally, I have attempted to access my modification submissions and past correspondence, but their system uses secure links that expire quickly, preventing me from downloading or retaining any records. 

I am seeking guidance on whether any recourse exists to hold XXXX  accountable for these actions.

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