Mortgage -- Struggling to pay mortgage -- Complaint #15593304
Complaint Overview
Complaint ID: 15593304
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: Kentucky
ZIP Code: XXXXX
Date Received: 2025-08-28T12:00:00-05:00
Date Sent to Company: 2025-09-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
This complaint concerns my XXXX XXXX Home Equity Line of Credit ( HELOC ) that is part of the XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, for which Specialized Loan Servicing LLC XXXX XXXX ) is the XXXX XXXX This complaint is not about my first mortgage, which is serviced by Shellpoint Mortgage Servicing. XXXX has no role in the HELOC. My monthly XXXX statements list XXXX XXXX XXXX XXXX XXXXXXXX ( XXXX ) as the investor, and when I sought clarification, XXXX directed me to XXXX as the Master Servicer for this XXXX XXXX. When I previously filed a CFPB complaint, instead of responding, XXXX improperly routed the complaint to XXXX, who then provided a response about my first mortgage. That was irrelevant, misleading, and avoided addressing my actual complaint. The issue is with a recorded assignment dated XX/XX/XXXX, in XXXX XXXX, XXXX, from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This assignment is fatally flawed : XXXX. XXXX XXXX records show XXXX as investor as early as XX/XX/XXXX and again in XX/XX/XXXX, which directly conflicts with the XXXX assignment. XXXX. Former XXXX Real Time Resolutions ( XXXX ) admitted in prior CFPB complaints that the creditor during their servicing period was XXXX XXXX, not Residential Trust XXXX. XXXX. XXXX has stated that XXXX itself requested the XXXX assignment, even though XXXX was no longer servicing the loan at that time. This raises concerns that the document was manufactured after-the-fact. XXXX. Despite access to XXXX records, public filings, and XXXX admissions, XXXX has not corrected or explained this discrepancy. This clouds the chain of title, misleads courts and title examiners, and raises concerns about whether XXXX is maintaining accurate records as required under federal law. What I Am Requesting : XXXX. Require XXXX to directly respond to this complaint and confirm whether the XXXX assignment is erroneous. XXXX. Require XXXX to provide all documentation, servicing notes, and investor history for my HELOC from origination through present. XXXX. Direct XXXX to correct the public record if the XXXX assignment was in error, ensuring XXXX XXXX, XXXX XXXXXXXX reflect the actual trust ( XXXX XXXX with XXXX XXXX XXXX XXXX ). XXXX. Investigate whether XXXX has violated Regulation X ( 12 C.F.R. 1024.38 ) by failing to maintain accurate records and by improperly deflecting my complaint to XXXX. XXXX. Ensure the CFPB records reflect that my complaint was about the HELOC and that XXXX prior response was non-responsive. Why This Matters : The XXXX assignment is being used as the basis for foreclosure on my property, despite evidence it does not represent the true trust or creditor. By refusing to address the issue and instead shifting the CFPB complaint to XXXX, XXXX has failed its duty as XXXX XXXX and denied me a fair review of my complaint. I respectfully request that the CFPB require Specialized Loan Servicing LLC to directly address the HELOC and the XXXX assignment, rather than allowing them to sidestep the issue by involving Shellpoint. SHELLPOINT SERVICES MY FIRST MORTGAGE. That's not what this complaint is about.
Frequently Asked Questions
What is Complaint #15593304 about?
Complaint #15593304 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Struggling to pay mortgage. It was received by the CFPB on 2025-08-28T12:00:00-05:00.
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.