Consumer complaint received 2026-02-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
CFPB COMPLAINT AGAINST SHELLPOINT MORTGAGE SERVICING Regarding Loan Secured by XXXX XXXX XXXX, XXXX XXXX, VA XXXX I am filing this complaint because Shellpoint Mortgage Servicing has consistently refused to take action on a loan that is severely harming me financially and personally, despite having the clear contractual and legal authority to do so. I am the borrower of record on the mortgage for XXXX XXXX XXXX, XXXX XXXX, VA XXXX, although I have not owned the property since XXXX due to a subject-to transaction that went wrongpartly because of my attorneys mishandling and largely because of Shellpoints refusal to intervene despite repeated requests over many years. 

Background of the Transaction & Attorney Negligence In XXXX, as a fairly new real estate agent, I entered into a subject-to agreement with a buyer, XXXX XXXX XXXX because I could not afford XXXX mortgages after evicting a non-paying tenant. The buyer was not able to obtain her own financing at the time, and the arrangement was presented to me as a temporary solution until she could refinance. 

Because of my ongoing business relationship with attorney XXXX XXXX XXXX was my go-to attorney for real estate transactionsI trusted her to properly advise me, explain the pros and cons of a subject-to transaction, and structure it in a way that preserved my collateral and protected my financial interests. I came to her specifically to fix the initial agreement drafted by someone else, trusting that given our long-standing relationship, she would ensure my rights were protected. 

Instead, she immediately transferred the title into XXXX name, completely removing my leverage and eliminating the collateral that is the entire foundation of subject-to arrangements. As a result, I was left fully liable for the mortgage but with no ownership, no control, and no ability to protect myself. This mistake has cost me my credit, my financial stability, and years of emotional distress. 

I filed a complaint with the Virginia XXXX XXXX regarding her mishandling of the transaction, but they ruled in her favor. Regardless of the ruling, the consequence remains : because the collateral was taken out of my name, I have no ability to correct the defaulting borrowers performance, yet I suffer all the consequences. 

Buyers Chronic Delinquency, Misuse of the XXXX XXXX XXXX XXXX Immediately after the agreement was completed, XXXX began making mortgage payments lateoften 30 days or more past due. She also began operating an XXXX out of the property, violating HOA rules and placing the property at additional risk. She has accumulated multiple liens as well. 

By XX/XX/XXXX, after years of delinquency, I attempted to take legal action to recover the property or force a sale. Before the matter could move forward, XXXX filed XXXX XXXX XXXX ( XXXX XXXX. XXXX ), naming me as a creditor. Since her bankruptcy discharge in XXXX or XXXX, her payment patterns have worsened significantlynow routinely 6090 days late. 

Resulting Severe Damage to XXXX XXXX XXXX XXXX XXXX Because I remain legally responsible for the mortgage, I have suffered severe financial harm : My credit score dropped from XXXX to XXXX. 

I can not obtain personal or business financing. 

The insurance policy in my name was canceled due to XXXX actions. 

XXXX replaced my policy with insurance under her own name. 

The loan has been sold to multiple servicers over the years, each unwilling to help. 

Despite not owning the property, not living in it, and not receiving any benefit, I am financially punished for every delinquency. 

Lenders Repeated Refusal to Intervene or Provide Assistance For years, I have contacted the loan servicersincluding Shellpointbegging for help. My requests have included : Enforcement of the Due-on-Sale Clause Review of the improper title transfer Investigation of repeated delinquencies Assistance with removing me from liability Instead, I have been transferred from department to department, hung up on, promised callbacks that never happened, and told repeatedly that there is nothing they can do. 

This is incorrect. Under the mortgage contract, Shellpoint has clear authority to : enforce the due-on-sale clause accelerate the loan force refinance or foreclose Yet they have chosen not to exercise these rights, despite repeated and ongoing noncompliance and severe consumer harm. 

Their refusal has left me financially trapped, exposed to liability, and punished indefinitely for delinquencies I have no legal ability to correct. 

Impact on My Life This situation has persisted for XXXX years, during which time I have : Suffered severe credit damage Lost all ability to qualify for loans Had insurance canceled without my consent Experienced years of financial and emotional distress Been left solely responsible for a mortgage on a home I do not own Shellpoint has chosen to ignore its rights, ignore its borrower, and ignore the consequences to my life. 

Prior Attempts to Resolve I have exhausted all possible avenues by : Contacting every servicer the loan has been assigned to Requesting due-on-sale enforcement Taking the buyer to court Navigating bankruptcy proceedings at my own expense Filing a complaint with the Virginia XXXX XXXX Despite all this, the party with the clear power to resolve thisShellpointcontinues to refuse. 

Requested CFPB Assistance I respectfully request that the CFPB require Shellpoint Mortgage Servicing to : Investigate and address the improper transfer of title without lender approval. 

Review and enforce the due-on-sale clause or provide a path for release of liability. 

Correct negative credit reporting caused by delinquencies I can not cure. 

Provide a clear resolution plan that removes me from responsibility for a property I neither own nor control. 

I am exhausted, financially harmed, and out of options. Shellpoints continued refusal to use its authority to correct this issue has had catastrophic impacts on my financial life. I urgently need the CFPBs assistance to ensure fair treatment and resolution.

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