Consumer complaint received 2025-06-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Thank you for your recent response dated, XXXX, XXXX, and for confirming that foreclosure proceedings have not yet been scheduled. While I appreciate the acknowledgment of my attempts to communicate, I must respectfully disagree with the conclusion that no error has occurred in how my case has been handled. Your letter continues to confirm the very concerns I have raisedyet simultaneously denies responsibility. This contradiction is disturbing and disappointing. To clarify : Yes, I did attempt to reach my XXXX, XXXX XXXX, on XX/XX/XXXX. I was told he was unavailable and asked to be transferred to his voicemail. Instead, I was rerouted multiple times to the general customer service line without ever being given the chance to leave a direct message. You note that XXXX attempted to reach me via phone and finally left a voicemail on XX/XX/XXXX. Unfortunately, those calls were during my work hourswhich is precisely why I repeatedly requested that all communication take place via email. My schedule and XXXX appear to conflict, and Ive explained that direct calls are not the best way to reach me. Despite all this, I am still asking for a temporary forbearancenot to delay indefinitely, but to buy time to gather the lump sum your team has told me is required to move forward with a more permanent solution. I am not refusing to pay or attempting to walk away from my obligations. I am actively seeking to resolve this, but the delays and roadblocks have made that nearly impossible. What troubles me even more is the fact that although you state no foreclosure sale is scheduled, you also acknowledge that the loan has already been referred to an attorney. Seeing that in writing is unsettling, especially when I have been making every effort to cooperate and avoid foreclosure. I also want to reiterate that in XX/XX/XXXX, a forbearance was placed on my account without my explicit consent, yet now that I am requesting one openly and with full participation, Im being made to jump through hoops and met with resistance. That inconsistency, in itself, is concerning. While your response says no corrections are necessary for the XX/XX/XXXX modification, my point has never been about the terms aloneits about the process that led to this point, including being misinformed, transferred endlessly, and not given clear, actionable guidance. Ive also been consistently advised to explore options like deed-in-lieu or short sale, despite making it clear I do not want to give up my home. Let me be clear once more : I am requesting a temporary forbearance plan to allow time to save up the amount your office has stated is necessary to pursue a viable solution. I am not trying to delay indefinitelyI am asking for structured support to do what is needed. 

I also request that further communications be made via email unless a call is scheduled in advance by mutual agreement. I am not trying to escalate this unnecessarily, but I will continue to pursue every available channel, including the CFPB, until I receive the appropriate resolution and am treated with fairness and clarity. 

I responded the following to XXXX XXXX on XX/XX/XXXX and I attached proof and yet to receive a response : Dear XXXX XXXX, I hope this message finds you well. Im reaching out to express my continued concern and frustration regarding the difficulty Ive experienced in trying to activate a forbearance as advised. On XX/XX/XXXX, I called around XXXX XXXX and spoke with an agent who attempted to reach you to confirm if you were in the office. When she returned, she informed me you were unavailable. I then asked to be transferred to your voicemail so I could leave a message directly, and while she said she could do so, I was instead transferred back to the main menu. I selected the option to speak with a customer service representative again, only to be transferred in the same manner. After spending 2030 minutes without resolution, I had to hang up and head to work. I called again on Saturday, and after requesting to be transferred, the agent told me she could not do that but would instead schedule an appointment. I also asked her to note that email is the best way to reach me, as it appears your working hours and mine are the same, making direct phone contact very difficult. Despite being advised to call and speak to someone, each time I do, I am met with customer service agents who offer me the same generic options : to turn over my deed or sell my home. No one is taking into account what Im actually requesting or the guidance I was already given. When I first began this process, XXXX, my original loss mitigation representative, told me that I had two main options, and that the third optiona forbearancewould buy me time to pursue one of the first two. That is all I am asking for now : to activate the forbearance, so that I can work on obtaining the amount I need to move forward with one of the options. Ironically, the last forbearance was placed without my knowledge. I had submitted an online request and received multiple letters stating that someone would reach out shortly. Eventually, I received a letter indicating that I was placed in forbearancewithout having to jump through all the hoops Im facing now. When I emailed XXXX to explain these difficulties, he told me that you are now my assigned representative. But it feels like Im being passed around without anyone actually taking the step XXXX said I needed to doand which was done for me before, even without my consent. Now that Im giving my consent and following proper steps, I am still being given the runaround. I kindly ask that you activate the forbearance as previously discussed so I can focus on securing the funds needed for the next step. Please communicate with me via email if possible, as this is the most efficient way to reach me given our conflicting schedules. Thank you for your attention to this matter. I truly hope to see this resolved soon.

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