Consumer complaint received 2026-01-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: DC

Complaint narrative:
I am submitting this complaint with the Consumer Financial Protection Bureau ( CFPB ) against Shellpoint Mortgage Company regarding a pattern of mortgage servicing errors that have caused inaccurate escrow calculations, unjustified increases in my monthly mortgage payment, and ongoing financial harm. 

Loan Information - Servicer : Shellpoint Mortgage Servicing - Property Type : Three-story duplex property ( not a condominium ) - Loan Status : Current, payments made in good faith - Issue Type : Escrow mismanagement, insurance misapplication, servicing errors, improper appraisal reliance Summary of the Problem Shellpoint has XXXX mishandled my loan through compounded servicing errors, including escrow miscalculations, failure to properly adjust insurance disbursements, reliance on a materially inaccurate appraisal, and obstruction of loss-mitigation review. These errors have resulted in artificial escrow shortages and escalating mortgage payments that do not reflect my actual obligations. 


Detailed Timeline of Issues XXXX. Loan Modification / Hardship Review Failure ( XX/XX/XXXX ) On XX/XX/XXXX, I requested a loan modification due to financial hardship. Shellpoint repeatedly claimed my documentation had not been received, despite the documents being notarized and sent via express mail. 

- Documents were never uploaded to the portal - I was denied a trial payment option of approximately {$1200.00} per month - I was told that if my loan-to-value ratio met a stated threshold, I would automatically qualify by XX/XX/XXXX. 

XXXX. Materially Incorrect Appraisal Shellpoint relied on an appraisal that misclassified my three-story duplex property as a single-level condominium, reducing the stated value by approximately {$300000.00}. This inaccurate appraisal eliminated equity that Shellpoint had previously stated was key to qualification for relief. 

XXXX. Insurance Change and Escrow Misapplication ( XX/XX/XXXX ) On XX/XX/XXXX, I changed homeowners insurance to a less expensive policy. I was informed that escrow disbursements would be adjusted accordingly. 

Instead, Shellpoint : - Paid the full annual premium without proper escrow recalibration - Failed to clearly credit or account for my prior insurance refund- Did not timely or accurately adjust escrow assumptions XXXX. Escrow Analysis and Payment Shock ( XX/XX/XXXX ) Shellpoint conducted an escrow analysis that stacked : - repayment of a disputed escrow shortage, - increased future escrow contributions, and - an escrow cushion This resulted in a sudden and excessive payment increase that does not accurately reflect my insurance costs or escrow balance. 

Why This Is a Servicing Error These issues reflect : - failure to properly credit payments and refunds, - inaccurate escrow accounting, - reliance on a materially defective appraisal, and - failure to conduct loss-mitigation review in good faith. 
The resulting payment increases are the product of servicer error, not borrower nonpayment or default. 

Resolution Requested I am requesting that Shellpoint be required to : XXXX. Provide a full escrow transaction history ( XXXX XXXX ) XXXX. Provide the escrow analysis worksheet and assumptions used XXXX. Correctly account for insurance changes and any refunded premiums XXXX. Issue a corrected escrow analysis based on accurate figures XXXX. Adjust my monthly payment accordingly XXXX. Cease using the materially incorrect appraisal for any servicing decisions Good Faith Statement I have continued to make payments in good faith. I dispute the accuracy of the escrow analysis and payment increases derived from these servicing errors. 

I am requesting CFPB assistance to ensure Shellpoint Mortgage Servicing complies with federal mortgage servicing standards and corrects these errors promptly. Thank you for your review.

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