Consumer complaint received 2025-09-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL, XXXX XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau XXXX. XXXX XXXX Washington XXXX DC XXXX Subject : Complaint Regarding Incorrect Mortgage Maturity Date Reported by Servicer Dear Sir or Madam, I am submitting this complaint regarding Shellpoint Mortgage Servicing, a division of Newrez Mortgage, for reporting and maintaining incorrect information in my mortgage account statements. 
Description of the Issue My mortgage account statements currently reflect a maturity date of XX/XX/XXXX. The correct maturity date, as established in my loan documents, is XX/XX/XXXX. 
This error arose after my loan servicing was transferred to Shellpoint Mortgage Servicing in XX/XX/XXXX. Prior to that, my loan was serviced by XXXX Mortgage XXXX, also part of Newrez Mortgage. Statements issued by XXXX reflected the correct maturity date. 
Supporting Documentation I have retained and can provide : Multiple monthly account statements from XXXX Mortgage XXXX, all reflecting the correct maturity date. 
A Modification Agreement dated XX/XX/XXXX, which explicitly establishes the maturity date as XX/XX/XXXX. 
There have been no subsequent modifications or agreements that would alter this date. 
Attempts to Resolve with Servicer On XX/XX/XXXX, during a three-way call with a third party ( related to an outside transaction requiring proof of the correct maturity date ), Shellpoint representatives XXXX that he must submit a written request by email to have the matter reviewed. That request was submitted by email on XX/XX/XXXX. And that email can not be from the customer because it will not be answered ; that needs to be for a XXXX party only On XX/XX/XXXX, I contacted Shellpoint again to follow up. I was informed that : It would take XXXX business days merely to receive confirmation that my request was acknowledged. 
After acknowledgment, it would take another XXXX business days to determine whether the error would be corrected. 
The department handling such matters does not provide a direct telephone number for consumers. 
During that call, I spoke with a XXXX identifying himself as Pick. He stated that the incorrect maturity date does not affect my mortgage and further advised that his supervisor does not accept calls from consumers. He claimed that a request would be sent to his supervisor and that I would receive a callback. I specifically asked for the callback to occur before XXXX XXXX. Now at this moment XX/XX/XXXX, at XXXX am EST, I havent received a phone call from Shellpoint XXXX. 
Impact of the Error This incorrect maturity date has caused significant delays in a separate financial transaction I am attempting to complete with a third party, who requires accurate account statements from my mortgage servicer. The continued reporting of an incorrect maturity date prevents me from moving forward with that transaction and creates unnecessary hardship. 
Requested XXXX I respectfully request that : XXXX. Shellpoint Mortgage Servicing immediately corrects the maturity date in the account statements ; the correct date shows in their system in the account details to reflect the accurate date of XX/XX/XXXX. 
XXXX. Updated account statements be issued showing the correct maturity date. 
XXXX. The CFPB ensures Shellpoint provides accurate information to me as a borrower, and that its escalation and complaint-handling process be reviewed for compliance with consumer protection standards. 
Thank you for your attention to this matter. I am prepared to provide copies of all supporting documentation upon request.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation