Consumer complaint received 2025-11-19 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
This is a formal follow-up Notice of Error and Request for Information under 12 C.F.R. 1024.35 and 1024.36. It responds to your certified letter stating that my prior loss-mitigation applications were not processed due to missing documents and that certain investor guidelines are confidential.

Your response contains multiple errors that require correction.

1. NOTICE OF ERROR Failure to Provide Timely Missing-Document Notices You claim that my loss-mitigation applications were not processed because documents were missing.

This is incorrect.

Under 12 C.F.R. 1024.41 ( b ) ( 2 ) ( i ) ( B ), servicers must notify a borrower of missing documents within five ( 5 ) business days of receiving the application.

You did not provide timely missing-document notices.

You instead waited months, then retroactively claimed documents were missing. This is a servicing error under 12 C.F.R. 1024.35 ( b ) ( 11 ) ( any other error relating to loss mitigation ). 
I dispute your claim and request : Copies of every missing document notice you allege was sent The dates they were generated XXXX of delivery The specific documents you claim were missing for each submission. 

XXXX. NOTICE OF ERROR Premature or Improper Closing of My Applications My loss-mitigation review was repeatedly closed despite my submitting requested documents. 
Provide : All internal notes, time stamps, and codes relating to each application closure The reason code used The date you determined my application incomplete The date you claim you requested additional documentation. 
This is required under 1024.36 ( d ) because it directly pertains to the servicing of my account.

3. REQUEST FOR INFORMATION Investor Identity and Criteria Your letter refused to provide investor guidelines on the basis that they are confidential.

That statement is misleading and incomplete.

Under 12 C.F.R. 1024.36 ( d ), you must provide any information that pertains to the servicing of my mortgage loan, including : The identity of the investor ; The specific eligibility criteria applied to my loan ; The exact investor restriction ( s ) you claim made me ineligible for other loss mitigation programs ; A written explanation of how those restrictions apply to my financial documents.

I am again requesting this information.

You may withhold proprietary manuals, but you can not withhold : investor name the rules used the eligibility criteria applied the reason I was denied the calculations used in your determination These are all required disclosures.

4. REQUEST FOR INFORMATION Calculations for the Proposed Modification You offered an unaffordable step-rate modification beginning at 9 %, increasing to 12 %, capitalizing over {$22000.00}, and imposing a {$46000.00} balloon. 
You did not provide : The calculations used ; The affordability analysis ; The internal model output used to determine these terms. 
I request all documents, data, and system notes used to generate the proposed terms.

5. REQUEST FOR CORRECTION AND FULL RE-EVALUATION Because your notices were untimely and your determinations incomplete, I request : 1. Correction of your servicing records reflecting that I did not fail to provide required documents ; 2. A full, good-faith loss-mitigation review compliant with Regulation X ; 3. A written response within the RESPA-required timelines. 

Please send your full written response to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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