Consumer complaint received 2026-05-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
Subject : Incomplete Mortgage Accounting Records and Inflated Loan Balance Concerns Borrower : XXXX XXXX Loan Number : XXXX Dear Consumer Financial Protection Bureau, I am submitting this complaint regarding Shellpoint Mortgage Servicing and the incomplete and inaccurate accounting records being used in connection with my mortgage loan and ongoing foreclosure proceedings. Shellpoint Mortgage Servicing has repeatedly stated that it began servicing my loan in XXXX and has only provided payment history and transaction records beginning in XXXX. However, Shellpoint also claims that my loan has been delinquent since XXXX while simultaneously admitting it does not possess or has not provided complete accounting records prior to XXXX. Despite the absence of complete payment records from loan origination through XXXX, Shellpoint appears to have calculated the alleged balance using the original loan amount as though little or no prior payments were credited before servicing transferred to Shellpoint. This is deeply concerning because substantial payments were made on this mortgage over the years, including payments through bankruptcy proceedings and prior servicers. Shellpoints own statements and records demonstrate that : * They do not possess or have not produced a complete accounting history prior to XXXX. * They can not fully document how the alleged balance was calculated from origination through servicing transfer. * They are relying on incomplete servicing records while pursuing foreclosure. * They continue asserting a default date of XXXX without providing a complete chain of payment history supporting that calculation. * Their accounting contains significant escrow increases and balance inflations that can not be independently verified due to missing historical records. This raises serious concerns regarding : * Accuracy of the alleged mortgage balance * Accuracy of escrow shortages and advances * Whether prior payments were properly credited * Whether fees, escrow charges, interest, or advances were improperly added * Whether the current servicer possesses sufficient records to substantiate the amount claimed due Shellpoint has previously acknowledged to the CFPB that its servicing records only begin in XXXX. Therefore, the servicers inability to provide complete accounting prior to taking over servicing directly impacts the reliability of the amounts currently being demanded and used in foreclosure proceedings. I am requesting that CFPB require Shellpoint Mortgage Servicing to provide : 1. A complete loan-level accounting from origination to present 2. All servicing transfer and boarding records received from prior servicers 3. Complete payment histories prior to XXXX 4. Documentation supporting all escrow advances, taxes, insurance payments, fees, and corporate advances 5. Documentation showing how the current balance was calculated despite missing historical records 6. Clarification regarding how Shellpoint can legally verify an alleged default from XXXX while lacking complete payment records before XXXX I also request that foreclosure activity not proceed based upon incomplete and unsupported accounting records. Thank you for your attention to this matter. XXXX XXXX

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