Consumer complaint received 2025-03-13 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: IL

Complaint narrative:
I applied for mortgage assistance with Shellpoint Mortgage Servicing through their website in late XXXX. After not receiving a response, I was eventually contacted by my assigned loss mitigation specialist, XXXX XXXX, who informed me on XX/XX/XXXX, that I needed to submit a hard-copy application along with financial documents ( pay stubs, bank statements, etc. ). 


During this call, I informed her that I do not have legal representation and requested that Shellpoint communicate with me via email. She claimed she had been calling me, yet I had no voicemails. She told me I would have to formally request that Shellpoint update its records to allow voicemail communication. 


I did not receive the required mortgage assistance packet until XXXX, despite being told it was mailed on XX/XX/XXXX. I completed all requested documents and submitted them via email to Shellpoint 's loss mitigation department on XX/XX/XXXX. 


After submission, I started receiving vague emails stating, " We need documents to properly review your account, '' but without specifying what documents were needed. I received these emails on XX/XX/XXXX, and XX/XX/XXXX. Since I had already submitted all requested documents, I attempted to contact my assigned representative for clarification but was unable to reach her by phone. 


Due to my ongoing inability to get in touch with my point of contact, I had to speak with a general representative. She acknowledged my frustration and sent a message to XXXX XXXX urging her to contact me to prevent further escalation of the situation. 


On XX/XX/XXXX, I finally received an email from XXXX XXXX specifying what additional documents were needed. I responded the same day, informing her that I did not have tax returns for XXXX and XXXX but had already submitted a letter explaining this with my initial documents. I also confirmed that I would submit the remaining requested documents as soon as possible. 


On XX/XX/XXXX, I submitted or resubmitted the documents she requested, including the additional pay stubs for XXXX that she newly requested. 


That same week, on XX/XX/XXXX, XXXX same day my loss mitigation specialist finally responded after weeks of no communicationI also received a letter from XXXX, XXXX, and XXXX, XXXX, Attorneys at Law. This letter states they are collecting a debt on behalf of XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 


The letter lists my delinquency amount and provides a form asking how I will respond, including whether I dispute the debt. I found this highly unusual, as I have never received a letter like this in previous foreclosure-related matters. 


The timing of this letter is extremely concerning. It suggests that Shellpoint may have referred my loan for foreclosure action while I was actively working with them to resolve my delinquency. This raises serious questions about whether Shellpoint has been handling my mortgage assistance request in good faith. 


Despite complying with all document requests, I received XXXX alarming letters on XX/XX/XXXX : A XX/XX/XXXX, letter stating that I was in default and that foreclosure proceedings would begin because I had " not taken steps to resolve the delinquency. '' A XX/XX/XXXX, letter stating that additional documentation was required, and if I did not submit it by XX/XX/XXXX, my mortgage assistance request would be considered withdrawn. However, I only received this letter on XX/XX/XXXX, which was two days after the deadline. Additionally, the document they requested ( a copy of homeowners ' association dues for the current year ) does not apply to me. 
I have made every effort to communicate with Shellpoint to resolve my delinquency, yet they have : - Failed to provide timely updates on my mortgage assistance application. 

- Sent misleading foreclosure notices despite my compliance. 

- Requested irrelevant documents. 

- Delayed communication by sending critical letters past response deadlines. 

- Kept inaccurate records that prevent them from properly contacting me.

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