Consumer complaint received 2025-04-07 00:00:00
Product: Mortgage — FHA 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: CA

Complaint narrative:
XXXX XXXX  **Formal CFPB Statement : Shellpoint Mishandling by XXXX XXXX **Submitted by : ** XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX **To Whom It May Concern at the Consumer Financial Protection Bureau , ** This statement is submitted as an urgent and formal addendum to our ongoing complaint against Shellpoint Mortgage Servicing and its parent company, Newrez LLC. 

We are reporting a serious servicing failure and a breakdown in communication caused by Shellpoint employee XXXX XXXX. This failure has directly resulted in unnecessary financial hardship, emotional distress, and a missed opportunity to resolve our mortgage in a timely, fair, and affordable manner. 

XXXX XXXX XXXX XXXX XXXX  The Core Issue : On XX/XX/, XXXX XXXX emailed us an offer regarding a potential FHA Partial Claim Loan Modification. In that email, she stated we could qualify by making a payment of {$3500.00}. However, she also stated that the payment was due before XX/XX/XXXX, XXXX deadline that had already passed more than two weeks prior to the date of the email. 

This was not only unreasonable ; it was impossible for us to comply. We were never informed of this option prior to that expired deadline, and that alone eliminated our ability to resolve our mortgage while still in good standing. We are attaching a screenshot of this email as proof. 

XXXX XXXX XXXX XXXX XXXX What Actually Happened : Following that email, we called XXXX XXXX to discuss our options, since our forbearance was set to end in XX/XX/2025. She did not mention the FHA Partial Claim Modification at allwe had to bring it up ourselves. She seemed surprised by the question, asked us to hold, and when she returned to the line, she quoted us a new, higher amount than what was originally stated in her own email. 

This contradiction further confused and alarmed us, and it was at that point that we began seeking assistance through the Consumer Financial Protection Bureau. 

XXXX XXXX XXXX XXXX XXXX Request for Phone Call Recording : This is why we have repeatedly asked Shellpoint to provide the recording of our phone call with XXXX XXXX to verify what was said. We believe that recording will clearly support our version of events. Despite our multiple requests, Shellpoint has refused to provide this recording or acknowledge the mistake that was made. 

XXXX XXXX XXXX XXXX XXXX  The Resulting Harm : As a direct result of Shellpoints error, we are now being told that our only option is to accept a 40-year loan modification with a significantly higher interest rate, higher monthly payments, and a much longer loan term. This outcome completely defeats the purpose of requesting a loan forbearance in the first place, which was to temporarily stabilize our situationnot to extend it into decades of additional debt. 

We brought this mistake to Shellpoints attention early on. We made every effort to resolve the situation. But our concerns have been ignored, and our complaints continue to be dismissed simply because Shellpoint issues a boilerplate response, without addressing the central problem. 

XXXX XXXX XXXX XXXX XXXX Ongoing Communication Issues : Adding to our frustration, Shellpoint recently told us that we would be assigned a new loan point of contact. However, that new representative has still not contacted us, leaving us more confused and stressed at a time when clear guidance is desperately needed. 

And perhaps most concerning of all, each time Shellpoint responds to our complaints filed through the CFPB, those complaints are marked closeddespite the fact that our concerns remain unresolved and the issues we raised are still unanswered. We are respectfully asking the CFPB to please not allow Shellpoint to simply check a box and make this go away. Our hardship is real, and it deserves more than a template response. 

XXXX XXXX XXXX XXXX XXXX What We Are Asking For : We are not trying to avoid responsibility. We are trying to do the right thing, and we would have done so if Shellpoint had allowed us the opportunity. Therefore, we respectfully ask the Consumer Financial Protection Bureau to : - Investigate Shellpoint and Newrez for their mishandling of this situation - Require them to release the recording of our phone conversation with XXXX XXXX - Acknowledge that Shellpoints employee gave us an expired offer - Restore the resolution we were originally offered : to pay {$3500.00} to resolve the matter through the FHA Partial Claim Modification - Cancel the forced 40-year loan modification with inflated terms, which was only presented after the original opportunity was mishandled We are simply asking for fairness. This situation was created by Shellpoints own mistakenot oursand they should take full responsibility. We ask the CFPB to ensure that this error is corrected, and that we are given a real opportunity to recover without further harm. 

-- - **Sincerely, ** 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