Consumer complaint received 2025-09-11 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
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: KY

Complaint narrative:
This complaint concerns my second lien Home Equity Line of Credit ( HELOC ) that is part of the XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX, for which XXXX XXXX XXXX XXXX XXXX XXXX ) is the Master Servicer. This complaint is not about my first mortgage, which is serviced by Shellpoint Mortgage Servicing. Shellpoint has no role in the HELOC. My monthly XXXX statements list XXXX XXXX XXXX XXXX XXXXXXXX ( XXXX ) as the investor, and when I sought clarification, XXXX directed me to SLS as the Master Servicer for this XXXX trust. When I previously filed a CFPB complaint, instead of responding, XXXX improperly routed the complaint to Shellpoint, who then provided a response about my first mortgage. That was irrelevant, misleading, and avoided addressing my actual complaint. The issue is with a recorded assignment dated XX/XX/XXXX, in XXXX XXXX, KY, from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This assignment is fatally flawed : XXXX. XXXX  Milestone records show XXXX as investor as early as XX/XX/XXXX and again in XX/XX/XXXX, which directly conflicts with the XXXX assignment. XXXX. Former XXXX Real Time Resolutions ( XXXX ) admitted in prior CFPB complaints that the creditor during their servicing period was XXXX XXXXXXXX, not Residential Trust XXXX. XXXX. XXXX  has stated that XXXX itself requested the XXXX assignment, even though XXXX was no longer servicing the loan at that time. This raises concerns that the document was manufactured after-the-fact. XXXX. Despite access to XXXX  records, public filings, and XXXX admissions, XXXX  has not corrected or explained this discrepancy. This clouds the chain of title, misleads courts and title examiners, and raises concerns about whether XXXX is maintaining accurate records as required under federal law. What I Am Requesting : XXXX. Require XXXX  to directly respond to this complaint and confirm whether the XXXX assignment is erroneous. XXXX. Require XXXX  to provide all documentation, servicing notes, and investor history for my HELOC from origination through present. XXXX. Direct SLS to correct the public record if the XXXX assignment was in error, ensuring XXXX XXXX, KY records reflect the actual trust ( XXXX XXXX with XXXX XXXX XXXX XXXX ). XXXX. Investigate whether XXXX  has violated Regulation X ( XXXX C.F.R. XXXX ) by failing to maintain accurate records and by improperly deflecting my complaint to Shellpoint. XXXX. Ensure the CFPB records reflect that my complaint was about the HELOC and that Shellpoints prior response was non-responsive. Why This Matters : The XXXX assignment is being used as the basis for foreclosure on my property, despite evidence it does not represent the true trust or creditor. By refusing to address the issue and instead shifting the CFPB complaint to Shellpoint, XXXX has failed its duty as XXXX XXXX and denied me a fair review of my complaint. I respectfully request that the CFPB require XXXX XXXX XXXX XXXX to directly address the HELOC and the XXXX assignment, rather than allowing them to sidestep the issue by involving Shellpoint. SHELLPOINT SERVICES MY FIRST MORTGAGE. That's not what this complaint is about.

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