Consumer complaint received 2025-09-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Consumer Information : Name : XXXX XXXX XXXX ( XXXX XXXX XXXX ) and XXXX XXXX ( XXXX XXXX XXXX ) Address : XXXX XXXX XXXX XXXX, XXXX, CA XXXX Phone : XXXX Email : XXXX Account Number : XXXX ( Shellpoint Loan # ) Company Information : Company : Shellpoint Mortgage Servicing ( dba NewRez LLC ) Address : XXXX XXXX XXXX, XXXX XXXX, XXXX, SC XXXX Phone : XXXX Complaint Details : I am filing this urgent complaint against Shellpoint Mortgage Servicing for escalating violations of federal and state consumer protection laws in servicing my mortgage ( Loan # XXXX, Property : XXXX XXXX XXXX XXXX, XXXX, CA XXXX ). As a XXXX XXXX elder on fixed $ XXXX Social Security income with severe health issues ( XXXX XXXX XXXX, XXXX XXXX  XXXX leading to job loss ), Shellpoints deceptive practices and delays constitute financial elder abuse under California XXXX & XXXX XXXX XXXX XXXX Their actions have caused immense emotional distress, worsened my health, and threaten my family home ( with ~ $ XXXX equity per $ XXXX appraisal ) via a wrongful foreclosure sale. Multiple CFPB complaints ( e.g., XXXX ) are pending, yet violations persist. 
Specific Violations and Harm : Deceptive and Misleading Communication ( FDCPA Violation - 15 U.S.C. 1692e ) : Today, XX/XX/XXXX, at approximately XXXXXXXX XXXX XXXXXXXX, I spoke with XXXX XXXX in Loss Mitigation, who placed me on hold to consult her supervisor, XXXX. XXXX initially indicated the XX/XX/XXXX foreclosure sale was on hold, giving me hope. However, after a notice was posted on my door, I called back, and XXXX admitted no postponement existsclaiming the earlier statement was a mistake. This flip-flop, combined with a XXXX delay to authorize a representative, is deceptive, designed to confuse and delay my response, violating FDCPAs prohibition on false representations. It builds on XXXX XXXX XXXX XX/XX/XXXX email to disregard the NOD during modification review ( Exhibit C ), leading to denial without explanation. 
Dual Tracking ( HBOR Violation- Cal. Civ. Code 2923.6 ( c ) ) : In XX/XX/XXXX, I submitted a complete loan modification application due to hardship. While under review, Shellpoint recorded a Notice of Default on XX/XX/XXXX. Masons email confirmed active review but advised ignoring the NODper se dual tracking. Application denied without reason or appeal info. This willful violation entitles me to {$50000.00} statutory damages + actuals ( XXXX ). 
Bankruptcy Discharge Violation ( 11 U.S.C. 524 ) : Personal liability XXXX in XXXX XXXX ( XXXX XXXX, XXXX XXXX, XXXX XXXX ). XXXX XXXX demanding {>= $1,000,000} violates the injunction. Their XXXX XXXX, XXXX response ( Exhibit B ) admits discharge but denies wrongdoingwillful per XXXX vXXXX XXXX ( XXXX ). Seek sanctions, punitives. 
Debt Validation Ignore ( FDCPA Violation - 15 U.S.C. 1692g ) : XX/XX/XXXX validation request ignored ( received XX/XX/XXXX ) ; foreclosure advanced. {$1000.00} statutory + actual damages. 
Elder Abuse ( XXXX. & XXXX. Code XXXX ) : As a vulnerable elder with health/job hardships, Shellpoints deception ( todays contradictory statements, $ XXXX XXXX vs. $ XXXX appraisal to strip equity ) exploits me for wrongful use. Enhanced damages ( XXXX actuals ) + fees ( XXXX ). 
Unfair Practices ( Bus. & Prof. Code 17200 ) : Unlawful pattern : XXXX ignored certified letters, unresolved CFPB complaints ( e.g., XXXX ). Seek restitution. 

Hardship Impact : Health/job loss qualifies for relief ; fixed income cant cover $ XXXX reinstatement. Equity loss would devastate family. Emotional distress requires medical treatment. XXXX confusion worsens stress.

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