Consumer complaint received 2026-05-17 00:00:00
Product: Mortgage — Conventional home 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: VA

Complaint narrative:
To Whom It May Concern, I am submitting this response regarding Shellpoint Mortgage Servicings XX/XX/XXXX, response to my CFPB complaint concerning my mortgage loan, Trial Period Plan, and loan modification review. While I appreciate Shellpoints acknowledgment that service and system issues affected my ability to submit my XX/XX/XXXX trial payment, I respectfully dispute several of the companys conclusions and request an additional review and investigation. First, I want to make clear that I have consistently acted in good faith and have always intended to keep my home and continue making affordable mortgage payments. Shellpoints response confirms : * Their online payment portal reflected additional fees that prevented submission of the required trial payment amount. * I mailed a payment in good faith during the servicing transfer period. * The payment was returned after being sent to the prior servicer. * I immediately contacted Shellpoint seeking alternative payment options. * The final trial payment was ultimately accepted, and * The trial modification was not canceled due to the payment submission issues. However, the primary issue remains unresolved. When I entered the Trial Period Plan in XX/XX/XXXX, I reasonably believed that successful completion of the trial payments would result in an affordable and sustainable permanent mortgage payment close to my prior payment amount of approximately {$3400.00}. I was instructed to make : * an initial payment of {$500.00} ; and * three trial payments of {$7200.00}. During conversations with Shellpoint representatives, including representative XXXX XXXX, I was never clearly informed that the permanently modified mortgage payment would become approximately {$7100.00} per month. The first written documentation clearly stating a permanent payment of {$7100.00} appears in the XX/XX/XXXX, modification package. Prior to that time, Shellpoints Trial Period Plan documents repeatedly described the modification as a path toward more affordable mortgage payments and more manageable terms. The Trial Period Plan documents also stated : Any difference between the amount of the trial period payments and your regular mortgage payments should not significantly change the amount of your modified mortgage payment. A permanent payment of {$7100.00} was more than twice my original mortgage payment and was not affordable, manageable, or sustainable given my financial circumstances. Additionally, Shellpoints own online servicing portal continued to display : * Monthly Payment : {$3400.00} ; and * Starting XX/XX/XXXX, your new payment will be {$3500.00}. This directly contradicts the separate modification documents, which state that my payment would be {$7100.00} effective XX/XX/XXXX. These conflicting and inconsistent payment disclosures created substantial confusion and reinforced my understanding that my permanent modified payment would remain near my prior affordable payment level. I also respectfully dispute the characterization that I voluntarily canceled the loan modification. I did not reject mortgage assistance or refuse to keep my home. Rather, after reviewing the proposed permanent terms, I informed Shellpoint that : * The payment was unaffordable. * My income had changed due to job loss and reduced earnings. * I wanted to provide updated financial documentation. * I wanted a new, affordable loan modification review based on my current income, and * I wanted to continue making affordable monthly payments while a review was pending. I specifically informed Shellpoint that I had lost my previous job and later secured new employment at a lower income level. I attempted to provide updated financial information and supporting documentation reflecting my current financial circumstances. However, Shellpoint representatives informed me that updated financial documents were not needed because they already had all our information on file. Further, when I later attempted to pursue a new modification review, I was unable to properly submit a new loan modification application and updated financial documentation because I was effectively prevented or blocked from submitting a new review request. I can afford payments approximately equal to my prior monthly mortgage payment of {$3400.00}, but I can not afford a payment over {$7000.00} per month. A modification that more than doubles my monthly payment is neither sustainable, affordable, or realistic given my current income and financial circumstances. I continue to request : 1. A full reevaluation for an affordable loan modification using my CURRENT income and financial documentation ; 2. Written clarification regarding the conflicting payment amounts reflected in Shellpoints online portal and modification documents ; 3. Copies of all : * call recordings; * servicing notes; * underwriting calculations; * affordability analyses; * investor restrictions; * and internal records regarding my modification review ; 4. Written confirmation that I may continue making affordable monthly payments while the loss mitigation review is pending ; 5. Confirmation that foreclosure activity will remain paused while this dispute and modification review remain unresolved. I respectfully request that CFPB continue reviewing this matter, including the inconsistent payment disclosures, the affordability determination process, the denial of meaningful reconsideration, and the inability to submit a new modification application using updated financial information. Sincerely, XXXX XXXX XXXX Phone : XXXX Email : XXXX XXXX

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