Consumer complaint received 2025-12-04 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: DC

Complaint narrative:
I am filing a complaint regarding Shellpoint Mortgage Servicings handling of my Deed-in-Lieu ( DIL ) request for Loan No. XXXX. Despite my full cooperation and repeated submissions of required documents, Shellpoint has failed to complete the DIL review, has given inconsistent and inaccurate explanations, and has failed to provide the information necessary for me to resolve items they claim are preventing approval.

1. I submitted a complete DIL request beginning in XX/XX/XXXX, and Shellpoint repeatedly confirmed receipt. 
Emails and letters beginning XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX show that Shellpoint requested documents, and I consistently provided them, including : Opt-Out form Borrower Assistance Form Hardship letter ServiceLink Authorization Responses to occupancy, condition, and relocation questions IRS form 4506-C Financial worksheet All of these documents were emailed to Shellpoints loss-mitigation address as instructed.

2. Shellpoint identified a single title defect in XX/XX/XXXX, and I provided proof that the lien had been paid and released. 
On XX/XX/XXXX and XX/XX/XXXX, Shellpoint notified me that a prior lien from XXXX XXXX XXXX XXXX  appeared on title.

I immediately provided documentation showing the lien had been paid and released. This includes SBA correspondence and lien-release authorization ( dated XX/XX/XXXX ) confirming the loan was fully satisfied and authorizing release of the lien.

Despite receiving this information, Shellpoint never confirmed whether they forwarded it to their title vendor, and they never issued an updated title determination.

3. Shellpoint later claimed my application was incomplete because of title issues, but they never told me what was still unresolved or what actions were required.

After XX/XX/XXXX, Shellpoint stopped communicating regarding the title issue. 
Beginning in XXXX and XX/XX/XXXX, Shellpoint again confirmed the DIL process and ordered a title report, but they did not provide any findings or request any additional documents.

At no point did Shellpoint provide a written explanation identifying any outstanding title defect.

4. Shellpoint issued a conditional DIL approval on XX/XX/XXXX, which contradicts their later claim that no complete application existed.

The conditional approval stated that I must provide clear and marketable title, but again, Shellpoint did not specify what issues remained or what was required. 
On XX/XX/XXXX, I submitted the Opt-Out form Shellpoint requested. 
This contradicts Shellpoints XX/XX/XXXX CFPB response claiming the file was incomplete and that no loss-mitigation review was pending.

5. Shellpoint continued foreclosure activity during an active DIL review.

Emails between XXXX and XX/XX/XXXX show Shellpoint actively processing the DIL, collecting documentation, and issuing conditional approvals.

At the same time, Shellpoint continued foreclosure actions.

Shellpoint later claimed dual tracking did not occur, but their own documents clearly show that loss mitigation was ongoing while foreclosure continued.

6. Shellpoint has not provided the documents it claims justify denying or delaying the DIL.

In its response, Shellpoint claimed all supporting documents were included, but the following were not provided : A copy of the title report Shellpoint relied on Any documentation showing unresolved title issues Any written request for additional information after XX/XX/XXXX Any explanation for why the lien-release documents I provided were not accepted 7. Shellpoints repeated references to delinquency conflict with my XXXX XXXX XXXX XXXX discharge. 
Shellpoint states the communication is not an attempt to collect a debt but repeatedly states the account is due for payments. I request that Shellpoint clarify that all references are lien-based only and not personal liability, consistent with my bankruptcy discharge.

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