Consumer complaint received 2026-04-13 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: MD

Complaint narrative:
Complaint : I am submitting this complaint regarding my mortgage servicer, Shellpoint Mortgage, and their failure to provide clear and timely information necessary to prevent foreclosure, despite my good faith efforts and financial ability to resolve the delinquency. During a foreclosure mediation on XX/XX/year>, I participated by phone without legal representation due to my personal circumstances, including my son being XXXX at the time. Although the mediation concluded without a formal written resolution, specific reinstatement options and approximate payoff figures were clearly discussed during that session. Following the mediation, I was instructed to work with a Single Point of Contact ( SPOC ) to finalize the exact reinstatement amount and proceed with payment. I made multiple attempts to contact the assigned SPOC by phone and email to obtain a detailed written breakdown of the reinstatement amount, including all fees and charges. Although I was verbally provided with a payoff figure, I specifically requested a written itemization to verify the accuracy of the amount before submitting payment. Given the size of the amount, this request was both reasonable and necessary. I was prepared and willing to pay the required amount by XX/XX/year>, but I could not responsibly proceed without confirmation and documentation of the figures. Despite my repeated efforts, the SPOC failed to provide the requested written breakdown or respond in a timely and meaningful manner. Instead of providing the requested documentation, the servicer escalated the matter and instructed their attorney to move forward with foreclosure proceedings while my request for clarification remained outstanding. I have also been informed that the servicer is taking the position that, because there was no formal written agreement resulting from the mediation, the discussions and figures presented during the mediation can not be relied upon. However, I do not agree with this position, particularly since the servicers attorney has referenced and relied upon information discussed during that same mediation. When I was finally able to speak with the SPOC in XX/XX/year>, I was quoted a reinstatement amount that was significantly higher than the approximate figures discussed during mediation. This increase was substantial and unexpected. I believe this inflated amount is a direct result of delays, added fees, and the servicers failure to provide timely communication when I was actively attempting to resolve the matter. As a result, I am requesting the opportunity to reinstate my loan based on the approximate amount that was quoted during the XX/XX/year>XXXX mediation, rather than the significantly increased amount that I was later quoted after the servicer failed to respond to my requests. As a result of the servicers failure to communicate and provide required information, I was deprived of a fair and reasonable opportunity to reinstate my loan and avoid foreclosure. I believe this reflects a serious breakdown in servicing obligations and may constitute unfair or deceptive practices. Additional Concern : This is my third complaint submitted regarding this same matter. In my prior complaints, the servicers responses did not resolve the core issue, which remains their failure to provide a clear, written breakdown of the reinstatement amount in a timely manner despite my repeated requests and readiness to pay. I am concerned that my previous complaints may have been closed based solely on the servicer providing a response, rather than actually resolving the issue. The underlying problem remains unresolved and has now resulted in continued foreclosure activity. I respectfully request that this complaint be escalated for further review and not closed without a thorough evaluation of the servicers actions and their direct impact on my ability to reinstate my loan. I have attached email correspondence from the lenders attorney sharing they are moving forward with foreclosure and I have attached a document from the lender showing they need time to provide me with my request. Both documents are dated the same date. XX/XX/year>XXXX I made every effort in good faith to resolve this matter and had the financial ability to do so by the XX/XX/year>XXXX deadline. The servicers lack of responsiveness directly prevented me from completing the reinstatement process.

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