Consumer complaint received 2025-08-28 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: NC

Complaint narrative:
My name is XXXX XXXX and I have a Mortgage on a property that I refinanced in XXXX of XXXX. I have been making on time payments on said loan since. 

My Payments were set on XXXX to be deducted from the account every month and I kept a reserve of 6 months of payments on that account as travel frequently. 

My loan was sold/transferred to XXXX XXXX in XX/XX/XXXX or XX/XX/XXXX. I did not know loan was transferred until sometime in XXXX XX/XX/XXXX. When I received a Service Members Relief/Exemption form from a Foreclosure attorney from the Law Firm of XXXX & XXXX. 

So I immediately contacted my previous servicer and they informed me to contact XXXX XXXX. So I immediately created a login and went online to try and pay the mortgage as all the back Payments that have not been getting auto deducted were sitting in the bank account. But XXXX XXXX would not let me make the payment online. 

So I immediately called the phone number for XXXX and was told that because a Foreclosure had been started that I wouldn't be able to make the payment online and they would have to get back to me with an adjusted amount to pay before I could resume my normal payments. 

It took the representative approximately XXXX days before calling me back to state the Reinstatement amount would be Approx {$3800.00} more than what the total of the monthly payments should be because of Late Fees, Attorney Fees Etc. 

I would like to reiterate I never received any communication from my Servicer telling me this loan was transferred and that they were not still receiving the XXXX draft payments that I set up. I told them I had no problem paying the required amount of monthly payments but refused to pay the penalty amounts because I was not notified properly of the Loan Transfer! 

Furthermore when I spoke to the XXXX XXXX XXXX at XXXX XXXX I was told they had an incorrect Phone number on file for me that had XXXX of the numbers mismatched. They had no email address for me on file and a wrong mailing address. 

Because of those factors I asked repeatedly to be allowed to make my payments to catch my loan up as was denied on no less than XXXX attempts! 

XXXX XXXX told me he had reached out to the new Investor/Note Holder and informed him or her of the XXXX up to no avail. They didn't care they wanted payment in full with the penalties which I refused again. And I was told they are proceeding with the foreclosure and would not accept my payments. 

XXXX XXXX of XXXX XXXX also offered me a loan modification in which I told him I did not need because I had the full amount of the Back payments if they would waive the excessive penalty/ foreclosure amount as it was a mistake on their part and not one of my doing! They refused again after again telling me he asked the Note Holder. Who i don't believe is operating in Good Faith or the confines of the law or legal reporting requirements of the State of North Carolina. 

I would like help to make my payments minus Penalties. Thx

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