Consumer complaint received 2026-05-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
Hello to you, I spoke with Attorney XXXX XXXX. He suggested that I contact the Consumer Financial Protection Bureau ( CFPB ), concerning Shellpoint Mortgage. I am writing to you concerning predatory and discriminating practices by Shellpoint Mortgage. I had to file Bankruptcy because of this company. My mortgage was transferred to Shellpoint Mortgage. At the time I was working on loan modification. Shellpoint Mortgage stated that they would honor the loan modification. I asked XXXX XXXX 's office and XXXX to help me with this process. Shellpoint denied the loan modification. I became behind in my mortgage because the loan modification was denied. I filed bankruptcy and it was confirmed in XXXX. In XX/XX/XXXX, I called to make my mortgage payment. Even though I was informed that I could make my payments online, I had to call and make the payment. There was a message before I was connected to a representative that my bankruptcy had been discharged. I don't know how it could be discharged when it was just confirmed. Then, the representative said I qualify for a loan modification, but I need to be a few payments behind. I followed Shellpoint 's lead concerning the loan modification. On XX/XX/XXXX, my bankruptcy lawyer contacted me and stated that Shellpoint had contacted the Bankruptcy Court and asked the Automatic Stay to be lifted so they can begin the foreclosure process. And they want me to pay their legal fees for filing this Motion. I do not understand why I was not allowed to make my mortgage payments online. I do not know why I needed to speak to someone, as I was under Bankruptcy and they should have discussed any options to help me with my mortgage payments with my Bankruptcy attorney. Also, I always more that the mortgage payment is and they do not credit the entire mortgage payment to my account. I feel they are trying to take my home because I am XXXX XXXX borrower. I want Shellpoint Mortgage to withdraw the Motion to Lift the Automatic Stay. Moreover, I should not be allowed to pay their legal fees. I would like the past due payments to be added to the back of my mortgage as I became behind because of Shellpoint. Also, I would like to have a new mortgage company. XXXX XXXX : Our office has received a Motion for Relief from Automatic Stay filed by NewRez LLC XXXX Shellpoint Mortgage Servicing. To have us negotiate repayment on your behalf, you must respond to our office by XXXX XXXX, which is the deadline for responding to the motion ( not the hearing date ). We need your response, whether you dispute the allegations or not. If you dispute the allegations, please provide proof of payment ( e.g., money order receipts, canceled checks, or XXXX XXXX ) starting from your first payment due under your bankruptcy filing date. Handwritten lists of payments are not acceptable. A written response must be filed with the Bankruptcy Court. If youve recently brought your account current but were behind when the motion was filed, there is no guarantee that it will be withdrawn. If you did not complete the online form or provide your response via email, please contact my legal assistant, XXXX XXXX at XXXX to provide your answer. IF YOU ARE SURRENDERING THE COLLATERAL, YOU DO NOT NEED TO RESPOND OR APPEAR AT THE HEARING. XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX XXXX Notes : I had to file Bankruptcy because of a loan modification that was not honored by Shellpoint Mortgage. I was working on a loan modification with my former mortgage company, XXXX XXXX, in XX/XX/XXXX. XXXX XXXX transferred my mortgage to Shellpoint Mortgage in XX/XX/XXXX. Shellpoint Mortgage stated they would honor the loan modification. I asked XXXX and my Congressman XXXX. XXXX XXXX to help with the loan modification. But in XX/XX/XXXX, they denied the loan modification. So, I filed for Bankruptcy in XX/XX/XXXX. Bankruptcy has been confirmed, and I have been making payments on time. In XX/XX/XXXX, I called Shellpoint Mortgage and made my payment. They stated that they would like to offer me a loan modification. But I had to be a few payments behind. I did what I was told. They filed a Motion for the Bankruptcy Stay to be lifted on XX/XX/XXXX, so they can foreclose on my home. Also, when you call Shellpoint Mortgage to make the payment, the recording states that my Bankruptcy has been discharged. My Bankruptcy has not been discharged. Also, you can make your payments online. When I try to make my payments online via the website, it says I must call to make my payments via phone call. If I was able to make my payments online, I would not have to speak to someone who makes the loan modification offer to me. Also, I can make my Bankruptcy payments online and they are paid on time. Why cant I make my mortgage payment online? I feel they dont allow me to do this because they want me to speak with them so they can discuss options that they know they will not approve. Also, if I am allowed to make Bankruptcy payments online, why am I not allowed to make my mortgage payments online?

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