Mortgage -- Trouble during payment process -- Complaint #16118959
Complaint Overview
Complaint ID: 16118959
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Sub-Issue: Lien release
State: Washington
ZIP Code: 98036
Date Received: 2025-09-21T12:00:00-05:00
Date Sent to Company: 2025-09-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
In XX/XX/XXXX, I submitted a formal request to Shellpoint Mortgage Servicing to release a lien related to a Home Equity Line of Credit ( HELOC ) originally issued by XXXX Loans. This loan ( account # XXXX ) was accelerated in XXXX and matured in XXXX. Under Washington state law ( RCW 4.16.040 ), the lien is time-barred and unenforceable, and I am requesting a voluntary reconveyance. Shellpoint assumed servicing of this HELOC from XXXX in XX/XX/XXXX, as confirmed in their own letter. However, despite repeated correspondence from me correctly referencing the HELOC account number, Shellpoint repeatedly responded referencing a different loan ( my first mortgage ). In their most recent letter dated XX/XX/XXXX, Shellpoint falsely claimed they have never serviced any HELOC, directly contradicting their XX/XX/XXXX notice and the XXXX XXXX ownership transfer letter. I am seeking regulatory assistance to confirm whether Shellpoint is servicing or enforcing this lien. If they are not, I request that they issue a reconveyance to remove the expired lien from title. I am also concerned about their repeated failure to investigate or acknowledge my actual request, which may violate RESPA and FDCPA.
Frequently Asked Questions
What is Complaint #16118959 about?
Complaint #16118959 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-09-21T12:00:00-05:00.
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.