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: FL

Complaint narrative:
I am writing to you to request more clarification on the following actions of your company with respects to my loan ( XXXX XXXX XXXX ), following XXXX XXXX on XX/XX/XXXX. The following is a timeline of events. 
( 1 ) FEMA declared disaster on XX/XX/XXXX ( XXXX ) XX/XX/XXXX, XXXX I called to make the payment due XX/XX/XXXX and to ask what my options were for mortgage relief after a disaster. I was told because I was in a FEMA declared disaster zone, I can have 90 days forbearance, with no documentation required. Therefore, I proceeded to NOT make payments for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX due to the disaster forbearance plan that I was told by your representative that I will be placed in. Based on the information given, I was on disaster forbearance and my next payment would be due on XX/XX/XXXX. 
( XXXX ) According to Shellpoint documentation, it is confirmed that I called on XX/XX/XXXX to request disaster forbearance but it was indicated by my current point of contact, XXXX XXXX, that I was not actually documented as being in disaster forbearance. So my question is when it came time for this initial 90 day forbearance to end, was I documented as just delinquent for no FEMA declared event? Was XXXX XXXX notified that the reason for my delinquency was a disaster? Is it required for XXXX XXXX to be notified that I am in disaster forbearance? How did that affect the fees for property preservation? How did that affect the timeline of foreclosure? 
( XXXX ) In XX/XX/XXXX, before the initial disaster forbearance ended, I called Shellpoint and was given a loss mitigation point of contact, XXXX XXXX. I explained that I was displaced following the disaster and requested another 90 day extension of disaster forbearance. This representative listened to my hardship concerns caused by the disaster and said she will put me on a disaster forbearance plan for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. However she never mentioned that I was NOT on disaster forbearance already and should have been and she never mentioned that property preservation fees and inspections will soon begin. 
According to XXXX XXXX, disaster related forbearances must be coded properly. 
Was my forbearance reason coded properly for XXXX XXXX? It should have been coded with default code XXXX. It is important to code default reasons appropriately, according the XXXX XXXX, because this affects solicitations and foreclosure timelines. Does this also affect property preservation fees and the manner in which they can be assessed. 
According to Shellpoint mortgage servicers, I was referred to foreclosure on either XX/XX/XXXX or XX/XX/XXXX. I believe this is when {$1900.00} of legal fees was added to my total principal balance. At this point I had been delinquent for XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, however, I made XXXX payment on XX/XX/XXXX because I knew my forbearance plan was ending and I intended to start regular payments. It seems very predatory and not acting in good faith to begin foreclosure proceedings and assess fees right after a disaster forbearance. 
According to the XXXX XXXX servicer guide, Shellpoint was required to seek approval before foreclosure. 
What are the legal fees for {$1900.00}. I am requesting documentation of this. When were these assessed and why? Why was forclosure started the day after my disaster forbearance? Was this because my reason for forbearance was not properly coded? 
-According to my POC XXXX XXXX XXXX XXXX property preservation began on my property In XXXX. I informed Shellpoint/Newrez , including the loss mitigation department, that my house became uninhabitable after XXXX XXXX and I was not living there. It took XXXX feet of floodwaters and I was finishing an opened home and flood insurance claim due to insured loss. Assessing exorbitant fees without my knowledge 3 months after a disaster is harmful to a consumer after loosing their house to a storm. I was taking care of the yard and was paying to have it mowed and edged at the same time as the asset management company, XXXX XXXX. I had made arrangements to remove a giant branch off of my roof, but was told by a tree servicer that it was not an immediate need. I am not sure the exact repairs and maintenance that was permitted to be done on my house but the fees were huge. I informed Shellpoint/Newrez that my plans were to sell the house as XXXX to either an investor who plans to remodel, or more so, I had more interest from builders that planned to knock down the house and XXXX. I explained that due to a FEMA regulation of not being able to permit more than 50 % of the value of your home. I had contractors calculate that this would be near impossible and suggested that my house is better for a knockdown. I was taking care of the property and accurately assessing how much repairs were necessary and worth the investment. Below are some of the most notable fees added to my total principal balance. 
Below is a link that puts limits to the amount of property preservation fees that Shellpoint can concur and pass on to me without notifying XXXX XXXX. I would like a detailed description of each activity that was done in order to make sure it fits in with these guidelines. 
XXXX XXXX XXXX  -Was my loan coded correctly for XXXX, XXXX and XXXX as disaster forbearance? And did this affect the servicers ability to XXXX property preservation fees. It is absurd to start making repairs and maintaining a property just 3 months post disaster. 
- {$3500.00} lawn care in just XXXX alone... 
- {$900.00} property preservation fees -Other fees such as winterization, utilities According to the CFPB, Fees should match fair market prices and should be activities that are deemed necessary and immediate and be completed. The CFPA defines an unfair act or practice as an act or practice that : ( 1 ) causes or is likely to cause substantial injury to consumers ; ( 2 ) is not reasonably avoidable by consumers, and ( 3 ) is not outweighed by countervailing benefits to consumers or to competition. 
I am requesting documentation of all property preservation/maintenance/repairs, the price, receipt of completed work and paid. 
According to servicers guidelines from XXXX XXXX, abandonment is handled as follows : ATTEMPT TO LOCATE BORROWER FOR REASON FOR ABANDONMENT. Which I told them WHY and they never gave me a chance to do these repairs. Instead they put this in the hands of a XXXX party company who can use their discretion to repair and charge whatever they want.

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