Consumer complaint received 2025-07-19 00:00:00
Product: Mortgage — USDA 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: FL

Complaint narrative:
I am filing this complaint against Shellpoint Mortgage Servicing for unfair, deceptive, and negligent mortgage servicing practices that have caused significant financial and emotional harm to me and my family. 

I lost my job on XX/XX/XXXX, and immediately contacted Shellpoint to request a forbearance due to financial hardship. I was proactive and cooperative throughout the process. Over time, I was assigned to four different loss mitigation specialists, which caused major confusion and delays : XXXX XXXX ( assigned twice ) XXXX XXXX ( XXXX XXXX ) XXXX XXXX ( after I was told I received a 3-month forbearance ) XXXX XXXX I initially submitted a full forbearance application and documentation to XXXX XXXX XXXX who stated she would follow up if anything else was needed. Weeks went by with no communication or updates. 

In XX/XX/XXXX, I called again and was told to restart the application and resubmit documents I had already submitted. I complied without hesitation. 

By XXXX and XXXX, I was working with XXXX XXXX on the application. After this period, I was informed that I was granted a 3-month forbearance, but then, confusingly, I was assigned to a new specialist, XXXX XXXX XXXX with no clear explanation. 

Despite what I had been told about the forbearance being active, Shellpoint filed foreclosure before completing or properly honoring that forbearance. The forbearance was granted only after the foreclosure had already been filed, which made it ineffective and provided no actual protection. 

To make matters worse, I was not officially served with foreclosure papers until XX/XX/XXXX, months after Shellpoint had filed the case in court while I was still in contact with their team. 

Then came Hurricane Milton, which destroyed my home. I notified Shellpoint, and my attorney submitted a loan modification package and all necessary documentation related to the hurricane loss. Initially, the insurance company disputed the loss, but through legal representation, we were able to get them to acknowledge the home as a total loss. We are now in the insurance settlement process and plan to rebuild and return to the home. 

However, Shellpoint is now denying our loan modification, claiming that the property is not our primary residence. That is a misleading and damaging statement. We are not living in the home only because it is uninhabitable due to hurricane damage not by choice or neglect. 

All calls with Shellpoint have been recorded, and they were fully informed of my financial hardship, the disaster loss, and our plans to return once the insurance settlement allows for rebuilding. 

These actions including miscommunication, repeated document requests, inconsistent servicing, dual tracking, and refusal to honor disaster hardship protections demonstrate serious servicing violations and possible breaches of federal law, RESPA, and Florida consumer protections. 

What I Am Requesting : A full investigation into Shellpoints handling of my mortgage account Immediate halt of all foreclosure activity A fair and accurate review of my loan modification application Enforcement of federal and Florida disaster relief protections for homeowners

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