Consumer complaint received 2026-05-25 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: CA

Complaint narrative:
CO-BORROWER LINKING DISCLOSURE & URGENT UPDATE : Please link this complaint directly to my husbands active CFPB Complaint, ID # XXXX. I am a co-borrower on this mortgage loan. My spouse and I submitted a loss mitigation application which Shellpoint wrongfully denied on XX/XX/year>. On XX/XX/year>, we submitted a comprehensive 70-page digital Notice of Error ( NoE ) containing all updated financial documents to cure the file. Acknowledging their error, Shellpoint officially rescinded their denial letter on XX/XX/year>, rendering our application facially complete. Immediately after our application became complete, Shellpoint 's assigned SPOC engaged in bad-faith, deceptive steering by sending an email to me attempting to trick me into requesting a temporary forbearance instead of a loan modification. This was a malicious attempt to manipulate a disabled consumer into withdrawing an active application to strip away our federal dual-tracking protections under 12 C.F.R. 1024.41. When that failed, Shellpoint missed their strict XX/XX/year> federal deadline to respond to our certified NoE. Instead of responding in writing, they placed an unannounced phone call to my spouse 's phone on XX/XX/XXXX with no voicemail, explicitly violating our active XXXX email communication accommodation. On XX/XX/year>, we received a physical letter from Shellpoint dated XX/XX/year>, stating they were still actively reviewing our file. However, immediately after XX/XX/XXXX, Shellpoint flipped our online portal status to " not approved '' without providing a formal, itemized written denial letter explaining the math or investor guidelines. This actively blocks our statutory 14-day right to appeal under 12 C.F.R. 1024.41 ( c ) ( 1 ). Furthermore, Shellpoint weaponized our credit reports. On XX/XX/XXXX ( the day they signed for our certified NoE ), they dropped our TransUnion profiles from " Current '' to " 120+ days late '' and backdated the delinquency on my report to XX/XX/XXXX to manufacture a false default timeline. On XX/XX/XXXX, XXXX exact same day we discovered the portal rejection and received their contradictory XX/XX/XXXX status letterShellpoint panicked and sent an emergency weekend " flash data '' correction to TransUnion to reverse our credit profiles from 120 days late back to " Current. '' While this textbook reversal proves their data was fraudulent and unverified under the FCRA ( 15 U.S.C. 1681s-2 ), Shellpoint continues to violate RESPA evaluation rules. Shellpoint is fully aware that we are permanently XXXX and that my spouse is undergoing a third major XXXX XXXX this summer. They are using fraudulent credit manipulation, bad-faith application handling, and XXXX violations XXXX force a default narrative during an active medical crisis. Please consolidate this file with Complaint ID # XXXX so both co-borrower credit profiles are investigated under the same case tracking sequence.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation