Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #18208420
Complaint Overview
Complaint ID: 18208420
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-Issue: Trying to communicate with the company to fix an issue with the application process
State: New York
ZIP Code: 11217
Date Received: 2025-12-21T12:00:00-05:00
Date Sent to Company: 2025-12-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I was not provided adequate notice for a loan modification proceeding in the fall of XXXX. Regardless, and acting in good faith to insure that I would retain the home, I completed my financial obligations as disclosed to me by Shellpoint via live representatives to insure compliance with the loan modification process. However, before, during and after the loan modification process, I was concerned that Shellpoint and its predecessor XXXX had not accurately calculated the outstanding balance of the loan. My requests for appropriate and required accounting was consistently ignored. Additionally, I was and remain concerned that Shellpoint engaged in retaliatory actions against me due to my prior complaints to CFPB, inclusive of improperly and with malice working with XXXX, my utility company, to start a third party electric account and turn on electricity without my knowledge or consent and further tagging my home as " vacant '' and thus subject to additional legal actions. Given these concerns I sent a formal Qualified Written Request under RESPA on XX/XX/XXXX requesting information on my loan balance among other items. Despite monthly requests for Shellpoint 's response since XXXX of this year, I have yet to receive any document pertaining to my RESPA request. As such I sent a second RESPA request, which Shellpoint claims not to have received. It has also come to my attention that Shellpoint improperly allocated previously undisclosed funds on my account to my loan payments without my consent or knowledge during the loan modification process on the following dates : XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX. This was unacceptable as I should have had knowledge of the existence of these funds and be the one responsible for allocating it appropriately and as I deemed fit given my financial condition at the time. Shellpoint continues to refuse to provide me with information on the servicing and accounting on my loan in violation of my rights. The loan modification agreement also has not been received by me despite multiple requests. Consequently, Shellpoint has not acted in good faith when negotiating this loan modification agreement with me.
Frequently Asked Questions
What is Complaint #18208420 about?
Complaint #18208420 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Applying for a mortgage or refinancing an existing mortgage. It was received by the CFPB on 2025-12-21T12:00:00-05:00.
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.