Consumer complaint received 2025-09-05 00:00:00
Product: Mortgage — Conventional home 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: TX

Complaint narrative:
Date : XXXX  Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX  I am writing to file a formal complaint against Shellpoint Mortgage Servicing regarding the mishandling of my mortgage modification request, the denial of my application, and the confusion surrounding foreclosure court proceedings. Additionally, I was not properly notified by letter of the denial until I proactively called to check on the status in XXXX, despite being informed that the denial occurred on XX/XX/XXXX. The online status also still shows my modification as " in review, '' which further complicates matters. 

Key Details : Application for Modification : I applied for mortgage assistance on XX/XX/XXXX, and I followed up with a call on XX/XX/XXXX to confirm that my application had been received. 

Document Submission : I submitted all requested documents promptly, but Shellpoint repeatedly asked for the same documents, which led to unnecessary delays in processing my request. 

Denial Notification : I was not notified of the denial of my modification by letter. It wasn't until I called to check on the status in XXXX that I was informed that my modification had been denied on XX/XX/XXXX due to the Net Present Value ( NPV ) test. Despite several requests, Shellpoint has not provided a detailed breakdown of the NPV calculation, including the input and output information used to determine the denial. 

Foreclosure Court : Although foreclosure proceedings were supposedly placed on hold during the modification review process, I was still required to attend foreclosure court. This was both stressful and confusing, as I had been led to believe that foreclosure actions would be suspended while my modification application was under review. 

Online Status Inconsistency : Despite being told that my modification was denied, the online portal still shows my status as " in review. '' This inconsistency has added to my frustration and confusion, leaving me unsure of whether the case is truly closed or if further action is required. 

Repeated Calls and Inadequate Assistance : On several occasions, I reached out to Shellpoint for updates, but each representative seemed either unaware of my case or unable to provide meaningful help. This lack of continuity and communication has prolonged the process and caused unnecessary stress. 


Given the lack of communication and the inconsistent information provided, I believe that Shellpoints handling of my case has been both inefficient and frustrating. I am requesting the following resolutions : 1. Clarification and Transparency : I request a full breakdown of the NPV calculation, including all input and output data used in the denial of my modification request. 


2. Proper Review of My Case : I ask that Shellpoint review my case comprehensively, ensuring all documentation is considered, and provide clear communication regarding the status of my application.

3. Address Foreclosure Court Proceedings : I request that Shellpoint explain why foreclosure court proceedings were initiated despite being informed that they would be on hold during the review process.

4. Resolve Online Status Discrepancy : I request that Shellpoint update the online portal to accurately reflect the current status of my modification request. 


5. Accountability for Poor Service : I ask that Shellpoint be held accountable for the delays, lack of transparency, and poor customer service throughout this process. 



I hope that the CFPB can assist in resolving this matter promptly and help ensure that Shellpoint provides a fair and transparent resolution to my situation. Thank you for your attention to this issue. I look forward to your response.

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