Mortgage -- Struggling to pay mortgage -- Complaint #16122142
Complaint Overview
Complaint ID: 16122142
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-Issue: Foreclosure
State: California
ZIP Code: 92882
Date Received: 2025-09-20T12:00:00-05:00
Date Sent to Company: 2025-09-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am filing this complaint as a follow-up to my previous CFPB complaint filed on XX/XX/year>, regarding general servicing and foreclosure issues with Shellpoint Mortgage Servicing XXXX This new complaint focuses on distinct, additional violations involving a backdated letter, delayed delivery, and conflicting communications from my Single Point of Contact ( SPOC ), which have caused further confusion and hardship. On XX/XX/year>, I received a letter from Shellpoint Mortgage Servicing dated XX/XX/year>, stating that my complete loan modification application is under review and that no foreclosure activity will proceed during this evaluation. However, my assigned SPOC has provided contradictory verbal information, stating a different status for the review, which directly conflicts with the written letter. This inconsistency is creating extreme confusion, especially as I am a XXXX XXXX homeowner facing an imminent foreclosure sale on XX/XX/year>. Additionally, the 9-day delay between the letter 's date ( XX/XX/XXXX ) and its receipt ( XX/XX/XXXX ) appears to be an unfair practice that deprived me of timely notice and the opportunity to respond effectively. As a result, I am uncertain about the true status of my application and whether foreclosure activities are truly paused. These actions violate federal mortgage servicing rules under Regulation X ( 12 C.F.R. 1024.40 ), which requires servicers to assign a SPOC who provides accurate, consistent, and clear information about loss mitigation options. The conflicting statements between the letter and SPOC communications breach this requirement. Furthermore, the backdated and delayed notice may constitute unfair or deceptive acts under the Consumer Financial Protection Act ( CFPA ), as it misleads consumers about the timeline of their review process. If foreclosure advances while my application is supposedly under review, this would also violate dual-tracking prohibitions under Regulation X ( 12 C.F.R. 1024.41 ). As a XXXX XXXX in California, these practices are causing severe emotional distress and putting my primary residence at risk. I have ongoing litigation against Shellpoint in XXXX XXXX XXXX XXXX ( Case No. XXXX ) for related HBOR violations, and this new inconsistency will be documented as evidence.
Frequently Asked Questions
What is Complaint #16122142 about?
Complaint #16122142 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Struggling to pay mortgage. It was received by the CFPB on 2025-09-20T12:00:00-05:00.
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.