Consumer complaint received 2026-03-23 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: AL

Complaint narrative:
My account was scheduled to be considered for a deferment on XX/XX/XXXX after being placed in a 3-month forbearance due to the government shutdown. I was working with XXXX XXXX, having to call in daily for a period of 3 months to schedule contact calls for the next business working day, and then following up with emails directly to XXXX XXXX 's account. On XX/XX/XXXX, XXXX XXXX was no longer employed at Shellpoint. A new Single Point of XXXX ( XXXX ), XXXX XXXX, was assigned to my existing deferment workup. XXXX XXXX delayed the processing of the deferment for an additional 30 days due to not being familiar with the process and paperwork that I had already submitted. I was forced to submit the same set of paperwork more than 3 times. After daily calls and emails to reiterate the status of my deferment application as complete on XX/XX/XXXX, I was told that I would either have to pay 6 months of back mortgage payments or file for bankruptcy to keep my home. I asked to speak to a XXXX to have the matter escalated, as the day that this information was relayed to me was the very last day that the deferment could be considered. I was told by XXXX that I was approved for deferment. Once the deferment information was received in writing several weeks later, the deferment was a modified trial deferment that reported to the credit bureau in XX/XX/XXXX that I was 120 days late, which was not the deferment applied for and worked up for submission on XX/XX/XXXX by XXXX XXXX XXXX. XXXX XXXX apologized for the error. However, this processing error and subsequent processing delay due to assigning a new XXXX to process an application that was already ready for submission for over 90 days resulted in a XXXX decrease in my credit score from EXCELLENT ( XXXX ) to POOR ( XXXX ). This credit score decrease has prohibited my ability to close on my new home loan at a lower rate with an alternative mortgage lender and to apply for new personal credit. My newly decreased credit score has harmed my business credit, as my personal credit was used to guarantee my business credit, occasioning card closures. Shellpoint was previously found guilty by your organization of charging my loan with an unnecessary homeowner 's insurance policy for over {$4000.00} in full knowledge of my possession of an active policy. I did not apply for a loan with Shellpoint. Shellpoint bought my loan from the original lender. Shellpoint has also harmed another member of my church, who was forced to declare bankruptcy from similar practices. In both instances, my friend and I were counseled 1 ) not to make payments until the deferment process was reviewed, 2 ) to " trust the process '' despite questioning multiple changes of staff, and 3 ) to allow for processing delays of 30-90 days, sustaining harmful credit score decreases. Shellpoint, in two separate instances, has made it a business practice of delaying processing of deferments to force homeownwers into losing their properties by default or filing bankruptcy to save their homes. In either event, protections should be placed for homeowners against Shellpoint 's tactics aimed disproportionately to harm minority homeowners.

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