Consumer complaint received 2026-05-07 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: TX

Complaint narrative:
Details of the Servicing Errors 1. Shellpoint ignored a known {$14000.00} escrow refund We notified Shellpoint that XXXX XXXX is issuing a {$14000.00} propertytax refund that will be deposited into our escrow account. Shellpoint has refused to acknowledge or incorporate this refund into any escrow analysis or payment calculation. Instead, they continue to claim we owe money that will be fully resolved once the refund is applied. This violates : 12 CFR 1024.35 ( b ) ( 11 ) failure to correct servicing errors 12 CFR 1024.35 ( e ) failure to conduct a reasonable investigation 2. Shellpoint accelerated our loan while a Notice of Error is pending We submitted a valid Notice of Error regarding an escrow miscalculation. While that NOE is still open and unresolved, Shellpoint accelerated the loan and demanded full payment. This is a direct violation of : 12 CFR 1024.35 ( i ) ( 1 ) servicers may NOT take foreclosurerelated actions ( including acceleration ) while an NOE is outstanding 3. Shellpoint created an artificial escrow shortage Shellpoint improperly applied a 12month repayment schedule to a propertytax shortage, even though RESPA allows a longer repayment period for taxrelated shortages. This inflated our monthly payment and created an artificial shortage. This violates : 12 CFR 1024.17 ( f ) ( 3 ) 12 CFR 1024.35 ( b ) ( 11 ) 4. Shellpoint issued defective escrow analyses Because Shellpoint never corrected the original escrow error, every subsequent escrow analysis is also defective. This violates : 12 CFR 1024.35 ( b ) ( 11 ) 5. Shellpoint failed to conduct reasonable investigations Shellpoints responses to our Notices of Error have been generic, incomplete, and failed to address the issues raised. This violates : 12 CFR 1024.35 ( e ) ( 1 ) ( i ) 6. Shellpoint continues to demand payments we do not owe Shellpoint is demanding additional money for alleged missed payments, even though : the escrow shortage is incorrect the {$14000.00} refund will cure the issue their own calculations are based on errors This is improper and misleading. What We Are Requesting We request that the CFPB require Shellpoint to : Reverse the improper acceleration Cease all foreclosurerelated activity Apply the {$14000.00} XXXX XXXX refund to the escrow account upon receipt Correct the escrow account retroactively Remove all artificial shortages and deficiencies Provide accurate escrow analyses Provide a complete escrow and payment history Correct all servicing errors identified in our Notices of Error Harm Suffered Shellpoints actions have caused : severe stress financial instability threats of foreclosure inaccurate payment demands damage to our credit time lost repeatedly correcting Shellpoints errors We are simply asking Shellpoint to follow the law and correct their mistakes.

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