Consumer complaint received 2026-03-19 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: WA

Complaint narrative:
During the pandemic, the previous and original loan company, offered XXXX options for our home mortgage. Not only ourselves, but our neighbors and friends were all offered similar options during the peak of the pandemic. As my husband and I lost our jobs, we were using up all of our savings, in order to pay off our mortgage. With the proposed assistance, we took the offer. I believe it was XXXX months of pausing the mortgage payments. At the end of the pandemic, our loan was then sold to Shellpoint Mortgage Servicing. We were then asked to bring our debt current- which was the covid relief finances. We were under the impression that the money due from the covid pause would be put at the end of the loan, so we could financially afford to pay our mortgage. We had no issues paying our mortgage to Shellpoint when the loan company changed for us. It ended up where we paid XXXX lump some payments of {$30000.00} on XX/XX/XXXX and {$10000.00} on XX/XX/XXXX. Making that a total of {$40000.00}. Bringing the XXXX debt current. As letters of foreclosure and impacted credit scores had happened. My husband and I, have always paid our mortgage and anything home related with written checks, as we are still trying to adapt to electronic automatic payments. We have had no issues with any payments until our move over to Shellpoint. We decided that we needed to start auto-pay as our mortgage loan statements have been coming in the mail past the due date. So for months, we would hand write on our own white envelopes and send out our checks. Worried about if our checks made it in time or sent to the correct place, we then decided to try out auto-pay. We made out first XXXX online payments fine and then after that, we were under the assumption that the automatic payments would continue via online. Fast forward 4 months passing, we receive mail that we have been late charged, interest fees and behind on our payments. Also, that in XXXX of XXXX, a loan mitigation package was sent to us via XXXX to discuss our outstanding balance and to figure out ways to bring our outstanding balance, current. We did not receive the mail. There was also no signature required or tracking on their package. So now, we are facing more issues with receiving mail, once again. I have called the company to let them know about not receiving our paper statements and also the XXXX packages, but have been told by different representatives that On our records, it shows that they were sent out. We have a very clean record, we make all of our payments and this is our first time ever purchasing a home. We have never filed for bankruptcy and have been working diligently to pay off all of our responsibilities. Now to current state, on XX/XX/XXXX, I had a phone conversation with XXXX of the representatives and they stated that if we were to make a payment of {$12000.00}, our outstanding balance would be current. I requested if i could make an over the phone payment and do XXXX transactions, split to {$6300.00}. To which the representative said was possible. They then placed me on hold as they were going to contact the financial department. To which, the representative, took my name and phone number and said that someone would reach out to me via phone call. So i waited. Nothing in XXXX hours. I then wrote out a check for the amount due and mailed it to Shellpoint by XX/XX/XXXX. It has been XXXX business days and i went to my bank on XX/XX/XXXX and XXXX and they said there was no signs of processing of the check. I think cashed out a cashiers check and had planned to send the mail in a bubble mailer, with tracking, but came home today, XX/XX/XXXX to mail of reinstating our mortgage stating you must pay {$28000.00} no later than XX/XX/XXXX Giving me XXXX XXXXXXXX to pay this entire amount or foreclosure will happen. The outstanding balance continues to grow as I am unable to make payments. XXXX, I am unable to pay through the website since it is past due of many months now. I have the funds to pay the missing mortgage payments and have been waiting to find a solution. But as I called today, the representative I spoke with stated that I am unable to get any assistance and that there were no options for me but to pay the entire outstanding balance. {$25000.00} is owed. That is including late fees and interest. They have added {$4800.00} of attorney, principal, interest, taxes, insurance, unapplied funds, outstanding foreclosure fees/costs, unapplied corporate funds and attorney fees. Making the outstanding balance, now {$28000.00}. The representative I spoke with today, knowing that I received this mail today, giving me only 2 days to make this payment or to figure things out, stated that I could extend the foreclosure prevention sale date but requesting a XXXX extension. But with that, i would have to pay more interest and fees. I am at a loss because all of this occurred because we decided to try out automatic payments due to not receiving our mailed, paper statements to continue sending our checks to. The system sending out very important letters with XXXX is undeniably wrong- without tracking or requiring signature upon delivery. Forcing us into coming up with such large funds in XXXX hours as well. The lack of communication and different information told to us as well is very hard on us as XXXX isnt our first language. We have thankfully, been blessed with support and help from non-profit organizations as they are guiding us and trying to help us get on track with this huge mess. We have XXXX children studying to get their XXXX XXXX XXXX and XXXX. My mother is also XXXX XXXX XXXX with XXXX and XXXX. This panic and turmoil has caused everyone so much emotional and physical stress, beyond what words can describe. We just want to be able to communicate with Shellpoint and pay our mortgage payments. We have the finances to do so, but with all of the fees now added and being mailed and told over the phone that it all must be paid or the house will proceed with foreclosure and sale within XXXX days is ridiculous

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