Consumer complaint received 2026-07-14 00:00:00
Product: Mortgage — FHA 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:
FORMAL COMPLAINT AND NOTICE OF RESPA VIOLATIONRE : Violation of RESPA Regulation X, 12 CFR Section 1024.40 ( Continuity of Contact ), Failure to Maintain a Single Point of Contact, and Failure to Evaluate for the Mandatory FHA Home Retention Waterfall.I am filing this formal complaint against Shellpoint Mortgage Servicing for severe violations of federal consumer protection laws and a refusal to adhere to mandatory FHA loss mitigation guidelines.I am currently 13 months delinquent on my FHA mortgage due to a series of severe, compounding, and unavoidable hardships. I am actively trying to submit my loss mitigation paperwork, but Shellpoint is using deceptive and obstructive tactics to block me from saving my home.DETAILED HARDSHIP TIMELINE : Initial Hardship ( Fraud & Personal Loss ) : The delinquency initially began last year due to a documented incident of fraud that depleted my resources, combined with the profound loss of core family members and friends. Concurrently, I had to absorb the financial strain of traveling six hours away to provide essential care for my aging parents.XXXX XXXX Structure : During this period, my financial survival relied heavily on alimony. However, these payments were highly sporadic and unreliable, arriving only as irregular lump sums, making monthly mortgage planning impossible.Material Change in Circumstance ( XX/XX/year>XXXX  ) : My financial structure suffered a permanent, secondary blow on XX/XX/year>. I received my final alimony check on this date, which was drastically lower than previous amounts. A subsequent family court ruling was decided entirely in my ex-spouse 's favor, permanently eliminating my alimony income stream moving forward.Proactive Income Restoration : Following the permanent loss of alimony, I immediately shifted to restoring my income independently. Due to my ongoing caregiving duties for my parents six hours away, I have built a remote, digital-product business infrastructure across XXXX, XXXX, and XXXX. This allows me to generate sustainable net income entirely from my laptop while fulfilling my family obligations.SHELLPOINT VIOLATIONS : On XX/XX/year>, a Shellpoint representative informed me via email that my Single Point of Contact ( SPOC ) had expired or terminated as of the XXXX. Under 12 CFR Section 1024.40, a mortgage servicer is legally mandated to maintain continuity of contact with a delinquent borrower throughout the entire loss mitigation process. A XXXX  can not arbitrarily expire while a borrower is seeking help. Furthermore, the representative tried to rush me off the communication channel right before closing time, refused to process my request, and instead demanded to send my paperwork away to a foreclosure attorney or advocate.Shellpoint is actively hiding my rights to advanced FHA relief. They have failed to evaluate my account for the FHA Recovery Modification or the FHA Payment Supplement program, which can subsidize payments by up to 25 % for FHA borrowers.I demand that Shellpoint immediately halt all foreclosure or legal referral tracks on my account, assign a new active Single Point of Contact, and evaluate my complete financial documentation and self-employment business plan under the mandatory FHA Home Retention Waterfall.

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