Consumer complaint received 2025-06-02 00:00:00
Product: Mortgage — FHA 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: FL

Complaint narrative:
I am filing this complaint due to serious mishandling of my mortgage account by Shellpoint. I was placed in a forbearance for XXXX XXXX without my consent, which worsened my delinquency. I never requested or signed for this, and if Shellpoint had communicated properly in XXXX, I could have acted sooner and avoided falling this far behind. 
In XX/XX/XXXX, I signed a loan modification based on assurances it would reduce my payment. Instead, it increased it by over {$33000.00}. I was later told my paperwork was incompleteeven though I have copies of signed and bank-notarized documents. These were dismissed due to the location of the notarization, which I was never informed was an issue. This caused a delay that worsened my financial position. 
Now Im being offered a repayment plan requiring over {$5000.00} upfront and $ XXXX monthly, despite being only around {$14000.00} behind. My real options were supposed to include a new loan modification or deferment, yet Im being denied both. I was also told to liquidate assets, which I do not have. 
To make matters worse, I am now being pushed toward a short salea drastic and unnecessary step that I am only facing due to mismanagement, miscommunication, and delays that were out of my control. 
Additionally, a prior rep told me Shellpoint doesnt email clients, which prevented clear communication. That was false, as both past and current reps have emailed me. 
Im requesting a full review of the unauthorized forbearance not because I didnt need it but because it was provided and I was never given the runaround like I am now when I need it, validation of the signed documents I submitted, and a reconsideration of a deferment or fair modification. XXXX advised that I call to set up my forbearance and I emailed him letting him know I am not able to do it with agents and that I must set it up with him. Now, he dismisses the situation by telling me I must reach out to XXXX. But, at this point take this letter to place me back on a forbearance because based on XXXX that can buy me the time I may need since I explained I do not have the amount to pay upfront to move forward with a deferment. I should not be penalized for servicing errors and misleading guidance that have put me in this position. 

TIMELINE SINCE LAST COMPLAINT : I called on XX/XX/XXXX and spoke to an agent at around XXXX XXXX  who called XXXX to see if he was in the office. When she returned, she stated he was not in the office. I asked to be transferred to his voicemail so I can leave a message. She transferred me back to the main option and I had to select to speak to a customer service agent. I spoke to a gentleman who did the exact same thing, and I had to go into work, so I hung up. I called on Saturday XX/XX/XXXX and when I asked to be transferred the agent stated she could not. She was trying to schedule an appointment for me to be able to speak with XXXX XXXX, but he did not have his calendar available. I advised her to have XXXX email me because with my last mitigator XXXX I was able to email and that worked best. I just need someone to put me on the forbearance while I work out my financial situation to pay a significant amount for me to defer. 
I keep receiving email stating that someone is reaching out but its only agents giving me the option of selling my home and I explain that is not what I want, and they do not transfer me. I received XXXX calls one in the morning while I am at work and the other two were in the evening either me driving back or cooking dinner. No voicemail left and no email sent except the one that someone is trying to reach out. I asked for the loss mitigator to contact me via email and yet that has not happened.

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