Mortgage -- Struggling to pay mortgage -- Complaint #20492202
Complaint Overview
Complaint ID: 20492202
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: FHA mortgage
Issue: Struggling to pay mortgage
Sub-Issue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
State: Utah
ZIP Code: 84005
Date Received: 2026-03-22T12:00:00-05:00
Date Sent to Company: 2026-03-22T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Complaint Against : Shellpoint Mortgage Servicing Product/Service : Mortgage Loan Modification / Loss Mitigation Description of the Issue : I am filing this complaint against Shellpoint Mortgage Servicing for refusing to work with me on a reasonable loan modification after I fell behind on my mortgage due to a financial hardship. I was initially approved for a loan modification and began my trial payment plan. However, my second trial payment was late because my bank account was hacked, and I was temporarily unable to access my funds. I immediately contacted Shellpoint to explain the situation and offered to make the payment as soon as the issue was resolved, but they refused to accept the payment. I also provided documentation from my bank verifying the account hack, but Shellpoint still denied my modification instead of allowing me to continue making payments. Following this denial, I reapplied for another modificationincluding requesting their 40-year modification optionbut just two days later, I received notice that I was not approved, without any meaningful review or explanation. I have been working with a HUD-approved housing counselor to try to resolve this matter, but they have also been unable to get any cooperation or solution from Shellpoint. At this point, Shellpoint is not offering me any assistance to get caught up or avoid foreclosure, despite my willingness and ability to make payments. I believe Shellpoint has mishandled my loss mitigation applications and unfairly denied me affordable repayment options after a verified financial hardship. I am requesting that the CFPB review this matter and require Shellpoint to properly evaluate my modification applications in accordance with federal servicing regulations and fair lending standards.
Frequently Asked Questions
What is Complaint #20492202 about?
Complaint #20492202 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Struggling to pay mortgage. It was received by the CFPB on 2026-03-22T12:00:00-05:00.
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.