Consumer complaint received 2025-10-10 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: CO

Complaint narrative:
Well, my problem started during Covid and my mother passed away and I took over the loan at the time I lost her Social Security which she paid half the mortgage and then the company I worked for went under. I shouldve qualified for the Covid forbearance however, specialty loan servicing could not manage to get the successor in interest paper work done repeatedly telling me they had not received the paper work. Even after I sent it in and triplicate fax mail, and I tried to hand-deliver it which they wouldnt accept at the local office. During this time they wouldnt even talk to me about the mortgage finally in XXXX Shellpoint supposedly took over specialized loan servicing, but its the same company finally the successor and interest paperwork finally went through. However, it was too late for the Covid relief. I believe this was done intentionally ever since then I have been struggling to make payments and now Im behind while I was waiting for the mortgage assistance relief packet same day arrived. On XXXX XXXX XXXX @ XXXX XXXX  Shellpoint called me. I mentioned I had the double payment that they required, but I have not yet filled out the mortgage relief assistance packet. They said to me, dont worry about filling that out. Youve been approved for repayment plan based off of the estimated amounts I had previously discussed with them we even discussed the details of the plan, which would spread the missed payments over 10 months and then my first payment would not be due until XXXX. XXXX came and I noticed this was not reflected on the website. so I called them up again now the story had changed and they said I had not been approved for the repayment. since they told me not to make the double payment and told me not to fill out that paperwork. Im now late for deadlines and theyre trying to foreclose, I have requested transcripts. And I now have seven different single points of contact that Im supposed to talk to. if thats not further proof of predatory practices and them trying to make it all as confusing as possible. I have never once gotten ahold of the same person twice even when you set an appointment they never call at the appointed time and thats extremely difficult to deal with when your supposed to be at work. I wrote once to inquire about how I would go about changing my insurance and without responding at all they cancelled my insurance they never informed me of this but they did later inform me that they were forced to place lender placed insurance which increased my payments and I was never notified of a refund for the months there was no insurance on the house that I still paid the escrow payments for my every interaction with this company has proven to me that their end goal is to foreclose on my house especially since Im on low interest fixed rate and my property value as tripled its obviously not in the banks best interest to help me out which is he whole point of the mortgage servicing company so the banks can keep their customer friendly image while servicing company does all the dirty work.

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