Consumer complaint received 2025-04-15 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: NY

Complaint narrative:
Dear Shell Point Mortgage and NewRez, Subject : Urgent Complaint Regarding Loan Transfer and Unfair Treatment by Shellpoint Mortgage Servicing On XX/XX/XXXX and again on XX/XX/XXXX, I was misled regarding the true purpose of a phone call and a subsequent meeting. I was told these communications were to discuss my finances, but it quickly became clear that was not the actual intent. The representative I spoke with was dismissive, lacked any sense of professionalism or empathy, and showed no real concern for my financial situation in 2024. Furthermore, the call was recorded without any clear purpose or value provided. 
This is not the first time Ive dealt with mortgage servicer attempting similar tactics, and I will not tolerate such misleading and shady business practices againespecially when it involves altering the agreed-upon 2 % mortgage interest rate. 
Going forward, I will direct all communications through the Consumer Financial Protection Bureau ( CFPB ), the XXXX XXXX XXXX of North Carolina, and the Federal Trade Commission. I will ensure that Shell Point Mortgage and NewRez are held accountable for their conduct. 
On XX/XX/XXXX, my mortgage loan was transferred from XXXX XXXX XXXX  to Shellpoint Mortgage Servicing with only 15 days ' notice. This sudden transition occurred while I was in the process of reapplying for a loan modification due to ongoing financial hardship stemming from a six-month wage garnishment in 2024. To make matters worse, my vehicles engine failed, resulting in unexpected costs between {$15000.00} and $ XXXXfunds that I had originally set aside for mortgage relief. 
Since the transfer, Shellpoint has been uncooperative and unwilling to work with me in my situation. Despite being told on XX/XX/XXXX that a representative would review my finances, the call was not at all what was promised. Instead, I was placed on a recorded line, issued demands, and shown no consideration for my financial hardship. Shellpoint is now demanding {$31000.00} by XX/XX/XXXX and threatening to remove my current 2 % interest ratean action that would only further destabilize my situation. 
These repeated mortgage transfers have caused ongoing disruption, confusion, and emotional stress. This is not the first time Ive experienced this, but I refuse to allow it to happen again. The mishandling of these transfers and lack of accountability from servicer like Shellpoint are harming homeowners. 
This situation must be reviewed and investigated by the Consumer Financial Protection Bureau ( CFPB ), Federal Trade Commission ( FTC ), and XXXX XXXX XXXX XXXX XXXX XXXX. I am not going to be silenced or intimidated, especially after being misled about the nature of the call on XX/XX/XXXX. I will continue to fight until this matter is resolved, not just for myself, but to help ensure that no other homeowner must go through this experience. I urge the appropriate agencies to take immediate action.

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