Consumer complaint received 2026-04-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
Subject : Improper Denial of XXXX XXXX Payment Deferral, Lack of Transparency, and Steering to Costly Loan Modification Complaint : I am submitting this complaint regarding my mortgage servicer, Shellpoint Mortgage Servicing, related to improper handling of loss mitigation options on my XXXX XXXX loan. I have confirmed that my mortgage is owned by XXXX XXXX and I am currently exiting a forbearance period. I have clearly communicated to the servicer that I am able to resume my regular monthly mortgage payment and am seeking a XXXX XXXX XXXX XXXX. This issue is occurring following a recent servicing transfer of my loan from XXXX XXXX to Shellpoint Mortgage Servicing. Given the timing of this transfer, I am concerned that my loss mitigation history and eligibility for available options may not have been properly evaluated or accurately transferred, which may be contributing to the denial of the Payment DeferraXXXX option. Below is a chronology of my interactions with the servicer : XX/XX/2026 : I spoke with XXXX XXXX, identified as the special point of contact for my loan. I requested a XXXX XXXX Payment Deferral to address past-due payments and exit forbearance. I clearly stated that I was not interested in a loan modification. XXXX XXXX proceeded to explain the loan modification option instead of addressing my request for deferral. XX/XX/2026 : I had a follow-up call with XXXX XXXX XXXX He again focused on providing details of a loan modification, which I explicitly rejected. During this call, we also discussed an escrow shortage. I clearly reiterated that I was only interested in a XXXX XXXX Payment Deferral and confirmed that I am able to resume my regular monthly payment. XX/XX/2026 : After not receiving any written communication or confirmation regarding my request for a Payment Deferral, I contacted XXXX XXXX and left a voicemail requesting a return call. XX/XX/2026 : I spoke again with XXXX XXXX. He informed me that I had been approved for a loan modification and that my request for a Payment Deferral had been denied. When I asked for the reason for denial and the applicable XXXX XXXX policy or guideline, he refused to provide that information. I then escalated the call to his supervisor, XXXX XXXX. XXXX XXXX reiterated that the deferral option was denied because the number of months exceeded allowable limits, but he refused to provide any specific XXXX XXXX policy, documentation, or explanation supporting that determination. During the call, XXXX XXXX stated that he would ask XXXX XXXX to re-evaluate the deferral option to determine if anything could be reconsidered. However, he still did not provide any policy-based explanation for the denial. I repeatedly asked XXXX XXXX to provide the maximum allowable number of months for a XXXX XXXX Payment Deferraleither specific to my case or generally for borrowersand he refused to provide that information. I also repeatedly requested that my concern be escalated to a higher level of management. XXXX XXXX stated that he was the highest level of management available and that there was no one else to escalate the issue to. I informed him that this was not reasonable and that there must be someone above his level within the organization, but he refused to escalate the matter further. At the conclusion of the call, XXXX XXXX stated that my only options were to accept the loan modification or sell the property. Despite multiple requests, Shellpoint has not provided : The specific XXXX XXXX guideline used to deny my eligibility The maximum allowable deferral limits under XXXX XXXX policy A written explanation supporting their decision Appropriate escalation beyond a supervisor Instead, the servicer has consistently attempted to steer me into a loan modification that would extend my loan term and increase my long-term cost, which I have clearly and repeatedly declined. Additionally, I have submitted a written Request for Information ( RFI ) to obtain details regarding my loan, including investor information and loss mitigation history. I am requesting : A formal review of my eligibility for XXXX XXXX Payment Deferral A written explanation citing the exact XXXX XXXX guideline used to deny my request Clarification of the maximum allowable deferral limits under XXXX XXXX policy Confirmation that I am being evaluated in accordance with XXXX XXXX servicing requirements and not being improperly steered into a more costly alternative Appropriate escalation and review by a higher-level authority within the servicer I believe I am being denied an available loss mitigation option without proper justification and request immediate review.

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