Consumer complaint received 2026-02-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
On XX/XX/XXXX, I was terminated from my employment. I called the mortgage company to inform them of my situation, and the representative took my application over the phone. I later received a packet of paperwork that needed to be completed in order to find out if there was assistance available for me. When I called the XXXX the person that calls you or you call him to work out a plan for assistance. This person told me the owner does not do forbearances. It confused me, because NewRez ( Shellpoint Mortgage Servicing ) said they pride themselves on helping people stay in their homes, not take them away I was flabbergasted, because the mortgage company did not want to help me. They would not put the past due balance at the end of the mortgage. It would have only been XXXX and possibly XXXX 's mortgage that would have been put on the back of the mortgage. However, the mortgage company was not interested in helping me. Then I received a call on or around the XXXX week of XX/XX/XXXX. The representative I spoke to, I can not remember his name, but he went over all options and because I am not working, I did not qualify for a modification or refinance. The representative then asked about us making a plan for me to catch up on the mortgage. Now at the time of this writing, I only owe XXXX 's mortgage payment. The representative and I worked out a plan : The plan included me making the XXXX payment by XX/XX/XXXX. The representative then asked me how I would pay the XXXX and XX/XX/XXXX payment. I told him that I would be able to make the XXXX payment by XX/XX/XXXX, and the XXXX payment by XX/XX/XXXX, and the XXXX payment would be paid on time, by XX/XX/XXXX. The representative agreed with the plan and said he was documenting the plan, so that anyone else I spoke to would be able to pull it up and see that we set up a plan for me to catch up. To have context on this entire situation, let me state that the property is in my late father 's name, however, before he passed, we did a quit claim deed, and the property was deeded to me. Now, I am the successor on title for the first mortgage, which I explained above. But I also have 2nd mortgage that did show back up until last year. I was paying on that mortgage as well with a company named XXXX XXXX XXXX. That loan was modified in XXXX and I only had to pay, {$87.00} per month. When in XXXX the mortgage payments were being returned to my bank account. I called and called and never got an answer, so consequently I did not know what to do, who to call, or how to continue paying that XXXX mortgage. Last year, the loan belonged to Shellpoint Mortgage servicing and they proceeded with foreclosure. The balance they requested was $ XXXX, but by the time it was all over, I had to come up with {$12000.00} and some change to reinstate that mortgage. There were so many fees added that I didn't understand, and they took {$8000.00} from me. I had to beg and borrow money from relatives and take out personal loans to come up with that money. That was through no fault of mine. because I had the payment coming out automatically from my bank account. In addition, the interest rate of the loan changed, and the payment amount changed as well. I am looking for the original paperwork for that XXXX mortgage to tune in to the company. In addition to that they began returning my payments again, stating I didn't have the right to pay that mortgage, although I am the successor in title on the first mortgage. It would only make sense that I would be on the XXXX mortgage. But they want my older sister to be bothered with this, because she was the administrator of the estate. My oldest sister and I allowed her to take care of it, because my oldest sister lives in Texas. Never-the-less, just a few weeks ago, I made a payment to the 2nd mortgage online and they returned the payment to my account. They are deliberately making things difficult for me. They are making me miss payments on my mortgage, because they want to take my home from me. I feel discriminated against, because every month it's something different with Shellpoint. Everything can be going fine and they will continue to come after me for no reason. I have had my struggles since XXXX, because of a low paying job, and now I have no job at all. My understanding is that mortgage want you to stay in your home. Shellpoint, on their website talks about how much assistance they provide, and they pride themselves on it, but it seems that's for people that are not XXXX. They continue to mess with me every wish way and I know that I am being discriminated against for no reason other than being 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