Mortgage -- Struggling to pay mortgage -- Complaint #12718538
Complaint Overview
Complaint ID: 12718538
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage
Sub-Issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
State: California
ZIP Code: 94598
Date Received: 2025-03-28T12:00:00-05:00
Date Sent to Company: 2025-04-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
In XX/XX/XXXX, I received a letter about Specialized Loan Servicing ( " XXXX '' ) having a new name and my HELOC is now serviced by Shellpoint Mortgage Servicing. The loan number remains the same and my mortgage terms did not change. Within the next XXXX business days, I will receive new checks with updated bank account and routing numbers that will allow to draw from my HELOC starting on XX/XX/XXXX. My XX/XX/XXXX XXXX XXXX XXXX statement shows a payment due of {$190.00} a balance of $ XXXX, XXXX of XXXX XXXX. I submitted a payment for {$300.00} which was posted to my checking account XX/XX/XXXX. My XX/XX/XXXX Shellpoint statement shows a payment due of {$180.00} a balance of $ XXXX, XXXX oXXXX XXXX XXXX. I submitted a payment for {$300.00} which posted to my checking account on XX/XX/XXXX. On XX/XX/XXXX, with my checks of Shellpoint, I withdrew $ XXXX from my HELOC. I received a monthly statement in a different format from Shellpoint dated XX/XX/XXXX with a payment due for an unpaid balance for {$1800.00}. A balance of {$29000.00}, XXXX of XXXX XXXX. I received a second statement, dated XX/XX/XXXX for an unpaid balance for {$1800.00} a balance of {$49000.00}, XXXXXXXX XXXX XXXX. I made several calls to Shellpoint for an explanation of the unpaid balance for {$1800.00} only to be told the account is under review. I asked to speak to a manager and was transfer to a supervisor, and again was told the account is under review. No explanation to how the amount of {$1800.00} occurred. The statement showed finance charges for {$300.00}. I submitted a payment for {$300.00} which cleared my checking account on XX/XX/XXXX. I received a monthly statement, again in a different format from Shellpoint dated XX/XX/XXXX with a payment due amount of {$2400.00} for a due date of XX/XX/XXXX. The statement now shows XXXX XXXX : XX/XX/XXXX {$1800.00} ; XX/XX/XXXX {$300.00} ; XX/XX/XXXX {$300.00} a total of {$2400.00}. Finance charges for {$300.00}. I submitted a payment for {$300.00} which cleared my checking account on XX/XX/XXXX. XX/XX/XXXX - Received a delinquent letter from Shellpoint. I received a monthly statement dated XX/XX/XXXX Payment due : {$2700.00} XXXX : XX/XX/XXXX. Unpaid balance : Late charge {$15.00} ; XX/XX/XXXX {$1800.00} ; XX/XX/XXXX {$300.00} ; XX/XX/XXXX {$300.00} ; XX/XX/XXXX {$300.00} a total of {$2700.00} due. Finance charges for {$300.00}. I submitted a payment for {$300.00} which cleared my checking account on XX/XX/XXXX. As of yet, no clear explanation from Shellpoint. XX/XX/XXXX I received a Notice of Default and Intent to Accelerate from Shellpoint XX/XX/XXXX Another letter of delinquent The monthly statement I received from Shellpoint dated XX/XX/XXXX shows a payment due of {$2500.00} due XX/XX/XXXX. The unpaid balance shows : Late charge XXXX ; XX/XX/XXXX {$400.00} ; XX/XX/XXXX {$520.00} ; XX/XX/XXXX {$520.00} ; XX/XX/XXXX {$530.00} ; XX/XX/XXXX {$520.00}. The finance charges on the statement is {$280.00}. I submitted a payment for {$280.00} which cleared my checking account XXXX XXXX. The monthly statement from Shellpoint dated XX/XX/XXXX. Payment due : {$2600.00} due XX/XX/XXXX. Unpaid Balance : Late charge {$68.00} ; ** ( nothing listed for XX/XX/XXXX ) XX/XX/XXXX {$520.00} XX/XX/XXXX {$520.00} ; XX/XX/XXXX {$530.00} ; XX/XX/XXXX {$520.00} ; XX/XX/XXXX {$510.00}. The finance charges on the statement is {$280.00}. I submitted a payment for {$280.00} which cleared my checking account XX/XX/XXXX. My XX/XX/XXXX payment of {$270.00} was returned to me along with the payment coupon and on XX/XX/XXXX I received a Foreclosure Notice. Shellpoint is in the business of filing Fraudulent Foreclosure Notices
Frequently Asked Questions
What is Complaint #12718538 about?
Complaint #12718538 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Struggling to pay mortgage. It was received by the CFPB on 2025-03-28T12:00:00-05:00.
How did Shellpoint Partners, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Shellpoint Partners, LLC?
Yes, visit the Shellpoint Partners, LLC company profile at readthecomplaint.com/company/shellpoint-partners-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.