Consumer complaint received 2025-09-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
To the Consumer Financial Protection Bureau, am pleading for your urgent assistance. My mortgage servicers mishandling of my account has placed me, my son and my fianc in a living nightmare. I have sent multiple emails and made repeated calls, yet they still attempted foreclosure on my home. They failed to pay my escrow in a timely manner, which caused my homeowners insurance to be cancelled during an active disaster claim. Now they are attempting to force me into overpriced force-placed insurance. 
Because of their negligence, I was forced to pay {$10000.00} just to stop foreclosure. The escrow payment due in XXXX was not made until the end of XXXX. As a result, my property remains uninsured, uninhabitable, and unsafe. Their actions are not only unethical but are also financially and emotionally destroying my family. 
Here is what has happened : Escrow Mismanagement : They failed to pay my insurance escrow on time, resulting in cancellation of coverage. 
Foreclosure Attempts : Despite my communications, they moved to foreclose, forcing me to pay thousands of dollars I could not afford. 
XXXX XXXX : They are now attempting to impose force-placed insurance after their own failure caused my policy to lapse. 
Broken Forbearance Agreement : I was granted a six-month forbearance but later told it was only XXXX months, despite assurances it could be extended. 
Misrepresentation : I was repeatedly misled by representatives about available relief and timelines. 
Because of these failures, I am trapped in a severely damaged home. Storms left holes in my roof, exposed wiring, no central air, and ongoing fire hazards. My family has nearly lost the house to fire XXXX times due to electrical issues caused by the disasters. Yet instead of helping, my servicer has made our situation worse at every step. 
I have documentation to support everything I am statingemails, XXXX determinations, XXXX reports, photos, denial letters, and communications with the servicer. I have always paid my bills and have over XXXX years of equity in this home. I am not refusing to pay ; I simply need protection from my servicers mishandling, time to stabilize, and a fair opportunity to recover. 
The CFPB exists to protect consumers from exactly this type of abusive and negligent behavior. I am asking you to hold my servicer accountable for : XXXX. Failing to pay escrow on time, causing loss of coverage. 
XXXX. Attempting foreclosure while I was in active communication. 
XXXX. Misrepresenting forbearance terms. 
XXXX. Forcing unnecessary and costly insurance. 
Please intervene so that I can preserve my home and protect my son. This house has been mine for over XXXX years. I built it, Ive maintained it, and I have always been a responsible borrower. Now, because of their failures, I am being pushed toward financial ruin and homelessness. 
I respectfully request immediate review and assistance. 



P.S. Every time I call, they tell me they can not help because they are an inbound call center. They do not care at all and all calls are recorded. They gave me a single point when I was getting lied to and foreclosed on. In fact anytime I called it would go straight that single point of contact automatically. automatically. Funny how they only care when they are robbing you of your money illegally. 

This was provided to me by state farm. Also I can not get new insurance due to Shellpoint 's negligence as I am still in the middle of a natural disaster claim with over XXXX damage to my home. 



XX/XX/year> XXXX XXXX sent a renewal notice to your mortgage company. 

XX/XX/year> XXXX XXXX sent a bill/invoice to your mortgage company for the annual premium. 

XX/XX/year> XXXX XXXX sent a nonpay notice to your mortgage company. 

XX/XX/year> XXXX XXXX sent a cancellation notice to your mortgage company. 

XX/XX/year> Mortgage company acknowledged receipt of renewal. 

XX/XX/year> Mortgage company sent {$3600.00} payment to XXXX XXXX. 

XX/XX/year> XXXX XXXX returned the payment because it was past the reinstatement date. 

XX/XX/year> Mortgage company cashed the returned check.

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