Consumer complaint received 2025-03-16 00:00:00
Product: Mortgage — FHA 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: CA

Complaint narrative:
Dear Consumer Financial Protection Bureau, We are submitting this **formal rebuttal** to our **previous CFPB complaint** regarding Shellpoint Mortgage Servicing. Shellpoint has provided **contradictory and misleading information** regarding our **loan modification and partial claim approval**, and we are requesting **CFPB intervention to ensure they honor their commitments and correct their mismanagement. ** -- - # # # **1. Shellpoints Contradictory and Misleading Responses** We have received multiple documents from Shellpoint regarding our loan modification request. However, these documents **directly contradict each other**, causing unnecessary confusion and financial distress. 

# # # # **Document XXXX : XX/XX/2025 Loan Modification Approval Notice** - Confirms that we were **approved for a loan modification and partial claim. ** - States that **our loan will be brought current** and that we will receive official documents **within 30 days. ** - Does **not** state that a XXXX loan modification is our only option. 

# # # # **Document XXXX : XXXX CFPB Response ( XX/XX/2025 ) ** - States that we **do not qualify for a partial claim, ** contradicting the XX/XX/2025 approval letter. 
- Claims that we **only qualify for a XXXX loan modification**, which was **never mentioned** in the approval letter. 
- Asserts that Shellpoint **sent us the loan modification approval notice on XX/XX/XXXX, XXXX, but **we never received it. ** # # # # **Document XXXX : Second CFPB Response from Shellpoint ( XX/XX/2025 ) ** - Repeats the **same contradictions**, denying that we qualify for a partial claim. 
- XXXX that Shellpoint **was supposed to call us to discuss the modification, ** but **no call was ever made. ** **Why This Matters : ** - **Shellpoint approved a partial claim in onXXXX document but denied it in another. ** - **They can not legally retract an approval once it has been granted. ** - **The claim that they sent us documents on XX/XX/2025, is falsewe never received them. ** -- - # # # XXXX. Shellpoint Has Failed to Provide Key Documents and Follow Through on Promises** We have **repeatedly requested** the loan modification approval notice that Shellpoint **claims they sent on XX/XX/XXXX, XXXX, but we have **never received XXXX by mail, email, or through our online account. 

Additionally, Shellpoint stated that they **would assign us a new loan point of contact** and schedule a phone call to discuss our loan modification. **Neither of these actions have taken place. ** Furthermore, when we previously requested a **forbearance due to financial hardship, ** Shellpoint **did not fully inform us of the terms** or how different this process would be compared to previous times. **In the past, they would simply move the missed payments to the end of the loan, allowing us to continue with our usual payments of under {$2500.00} per month. ** Now, however, they are saying that : - We **do not qualify** for the previous arrangement we have had with them. 
- Our **only option** is a XXXX loan modification with a higher interest rate. ** - The repayment plan option would require us to pay ** {$4000.00} to {$5000.00} per month for six months**an amount that is completely unaffordable.

**Who can realistically afford to pay {$5000.00} per month unless they are extremely wealthy? ** It is unreasonable and unrealistic for Shellpoint to present this as an option for a household experiencing financial hardship.

-- - # # # **3. Request for All Forms of Communication with Shellpoint, Including Recorded Calls** Shellpoint has stated in the past that **they record customer service calls. ** We are formally requesting **all forms of communication, including any recorded phone calls we have had with Shellpoint representatives, particularly regarding our forbearance request and loan modification process. ** We believe that **recordings of these calls will confirm that Shellpoint did not fully inform us of the major differences in this process compared to previous forbearance agreements** and that they previously offered a **fair and reasonable partial claim modification. ** We request that the CFPB : - **Obtain and review all recorded calls between us and Shellpoint . ** - **Investigate whether Shellpoint misrepresented or withheld critical information. ** -- - # # # **4. Shellpoint Must Honor Its Original Offer We Are Not Accepting a XXXX Loan with a Higher Interest Rate** - Shellpoint originally offered us a **loan modification and partial claim** to bring our loan current. 
- **A Shellpoint representative ( XXXX XXXX XXXX confirmed a {$3500.00} partial claim** as part of the modification. 
- **Later, Shellpoint suddenly retracted this offer** and is now attempting to force us into a XXXX loan with a higher interest rate**which was never discussed in the original approval. 

**Why This Matters : ** - **No reasonable homeowner would accept worse loan terms than what was originally offered. ** - **A XXXX modification increases our debt burden and is financially unfair. ** - **The purpose of our forbearance was to help us recover financially, not to trap us in a more expensive loan. ** - **Shellpoints actions completely defeat the purpose of the loss mitigation process. ** We **refuse to accept a XXXX loan modification** when we were originally approved for a **partial claim with far better terms. ** -- - # # # **5. What We Are Requesting from CFPB** We are requesting that the **CFPB intervene immediately** to ensure Shellpoint : - **Provides written confirmation that we were approved for a partial claim and loan modification. ** - **Resends the full loan modification approval notice that was supposedly sent on XX/XX/2025. ** - **Honors the original loan modification terms that were legally offered to us. ** - **Immediately cancels any attempt to force us into a XXXX modification with higher interest rates. ** - **Provides the name and direct contact information of our assigned loan representative. ** - **Schedules and completes the promised phone call to discuss the loan terms. ** - **Releases copies of all recorded phone conversations between us and Shellpoint representatives. ** -- - # # # **6. Supporting Documents Attached** We are providing **clear proof** that Shellpoints handling of our loan modification has been **misleading, contradictory, and unfair. ** - **Shellpoints XX/XX/2025 Loan Modification Approval Notice ( confirming partial claim approval ). ** - **Shellpoints CFPB response letters ( which contradict the approval notice ). ** - **Email and phone records showing that we never received the documents they claim to have sent. ** - **Previous communication with Shellpoint where they confirmed the {$3500.00} partial claim. ** -- - # # # XXXX. Final Statement : Shellpoint Must Be Held Accountable** We are not asking for special treatment**we are asking for fairness and accountability. ** - **Shellpoint must be held accountable for contradicting itself and misleading homeowners. ** - **Shellpoint must be forced to honor the original loan modification terms they approved. ** - **CFPB must ensure that Shellpoint provides clear, accurate, and ethical mortgage servicing. ** We appreciate **CFPBs prompt attention to this matter** and look forward to a resolution that ensures **Shellpoint follows the law and does not engage in deceptive mortgage servicing practices. 

XXXX XXXX also bears responsibility for this issue. When I initially reached out to her to inquire about the status of our most recent forbearance, she claimed she **did not know our loan number**. However, just a few days later, I received an email regarding the matter. I then responded with our loan number, yet she, as our **assigned loan contact**, should have already had access to this information. 

Her lack of preparedness and failure to access our loan details **unnecessarily delayed the resolution process**, costing us valuable time and adding to our stress. As our point of contact, **she should have been better informed and proactive in addressing our concerns. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : ** XXXX **Phone : ** XXXX or XXXX

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