Consumer complaint received 2025-09-05 00:00:00
Product: Debt or credit management — Mortgage modification or foreclosure avoidance
Issue: Didn't provide services promised — 
Company: Shellpoint Partners, LLC
State: OR

Complaint narrative:
In XXXX XXXX, Shellpoint unexpectedly contacted my then-boyfriends phone number, stating I was past due after transferring to their company ( I was unaware of this at this time ) and discussing information without my consent. When I contacted Shellpoint to clarify, they were unable to verify my identity because, although my name, address, and date of birth matched, the Social Security number linked to the account was not mine. One of the agents of Shellpoint had even told me the last 4 digits of the social security number that was linked to my account during one of my interactions I had when trying to resolve my account. 

XX/XX/XXXX : While attempting to set up online access, I discovered that entering my Social Security number on the find my account tool on their website and also giving my zip code, it pulled up the account to a couple with the same last name and same city as me. Their last 4 of account number, policy number and company to their insurance, their full names, and address information was shown and it was linked to my social I had input in the find my account tool. 
This meant Shellpoint had incorrectly linked my Social Security number to another borrowers mortgage account, while simultaneously assigning a different Social Security number to my account. 

In XX/XX/XXXX, after I filed a complaint with the Oregon Department of Consumer and Business Services, Shellpoint acknowledged updating my Social Security number but dismissed the seriousness of the matter, stating they saw nothing else wrong. 

This mishandling represents a major privacy and compliance failure, exposing both my identity and another households private mortgage information and social. 


Separately, Shellpoint engaged in deceptive and unprofessional servicing of my account : XX/XX/XXXX : A trial modification offer was posted to my Shellpoint portal. 

XX/XX/XXXX : I received an email from XXXX XXXX confirming approval for a trial plan leading to a permanent modification. 

I successfully made the required trial payments ( in fact, four payments instead of the three required ). 

I was told by the loss mitigation team via phone on XX/XX/XXXX, that I would receive documents by mail within 23 weeks to finalize the modification. 

These documents never arrived. Instead : XX/XX/XXXX : My portal showed that the loan assistance plan was no longer being offered. 

XX/XX/XXXX, onward : I repeatedly contacted Shellpoint to resolve the issue and attempt to make monthly payments. I was told only the Loss Mitigation Team could assist me, but each time agents attempted to transfer my call, they were unable to reach anyone. Several agents on different occasions tried to connect me, but no one from Loss Mitigation ever picked up. I was repeatedly promised callbacks that never occurred, leaving me unable to make my required payments. 

XX/XX/XXXX : I received a letter by mail claiming my account was past due $ $ $ ( subject to additional interest and fees ) and assigning me a single point of contact. 
However, that contact was never available and never returned messages. 

XX/XX/XXXX : Out of desperation, I reapplied for assistance through the portal, submitting a new application and supporting documents. 

XXXX XXXX : Despite repeated calls, no one from the Loss Mitigation Team contacted me. 

XX/XX/XXXX : I finally received a portal message stating that my modification was retracted because the investor declined to participate, citing the end of the HAMP program. This directly contradicted the trial modification I had already completed and was told I would be finalizing.

Shellpoints conduct constitutes multiple violations of OAR 137-020-0805 : 1. Subsection ( 3 ) Misrepresentation : I was told I was approved for a modification, made trial payments, and was promised finalization documents. Instead, the plan was rescinded without notice or justification. 

2. Subsection ( 6 ) Failure to deal in good faith : Agents acknowledged the urgency of my case but consistently failed to connect me to the Loss Mitigation Team or provide promised callbacks.

3. Subsection ( 5 ) Failure to comply with RESPA : Shellpoint failed to provide timely, accurate, and complete servicing information, leaving me unable to make payments or resolve my account. 

4. Privacy violations : Shellpoint mishandled sensitive borrower information by incorrectly linking Social Security numbers, exposing my identity and another couples mortgage information and social.

I have been unfairly placed at risk of foreclosure despite complying with Shellpoints trial plan.

My credit and financial security have been jeopardized. 

My personal identity and Social Security number were mishandled, exposing me to potential fraud and privacy violations. 

The stress, anxiety, and uncertainty caused by Shellpoints conduct have affected not only me, but also my family members residing on the property.

Shellpoint Mortgage Servicing has engaged in deceptive servicing, failed to deal in good faith, and mishandled sensitive borrower information in violation of Oregon law, federal RESPA requirements, and borrower privacy protections. 

Given the seriousness of these violations, I request immediate relief. 

In addition to this complaint filed I will be filing a complaint with the Oregon Department of Justice - Consumer Protection Section to request they take requested action towards this matter and ensure that Shellpoint / New Rez doesnt continue to do this to others too!

ODJ Requested Actions : Investigate Shellpoint/NewRez for unlawful debt collection and deceptive trade practices. 


Require Shellpoint/NewRez to explain and remediate their mishandling of my Social Security number and account information. 

Impose penalties or enforcement measures necessary to deter these unlawful practices against other Oregon consumers.

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