Consumer complaint received 2026-06-02 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Fees charged
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
Originally a {$30000.00} LOAN AT 7.00 % AND THEN A {$3000.00} LINE OF CREDIT LOAN AT 10.97 % Re : FIGURE LENDINGS SALE AND TRANSFER TO XXXX XXXX Shellpoint Mortgage Servicing / Newrez LLC/ XXXX AND ( XXXX XXXX ) XXXX Mortgage ( HELOC ) Account ( NOE ) Notice of Error /RFI-Loan Dear Sir or Madam, I am writing to dispute the handling of my HELOC account formally, the contradictory information provided by the representatives, and the improper fees assessed both before and after the payoff of my loan. These issues require immediate attention, correction, and a full accounting. I have full documentation ( over XXXX pages ) for all that I claim, INCLUDING A STATEMENT THAT WAS SENT TO ME THAT BELONGS TO ANOTHER CUSTOMER = BREACH OF CONFIDENTCIALITY. .Following the FORCED sale of my home, I paid the full amount demanded by XXXX XXXX XXXX lump sum, without delay. This payment was made under pressure due to the conflicting information THE representatives provided regarding foreclosure status and reinstatement requirements, ON A RECORDED LINE! . As discussed on my XXXX/XXXX/XXXX call, asking for clarification of the premature action of default in my defence, I have a document received XX/XX/XXXX, SHOWING XXXX DUE, NO LATER THAN XX/XX/XXXX, but they were counting a payment due on XXXX, as an entire 30 days! I was assured that the house was not in foreclosure and told to get my papers in. After a XXXX duration, I waived my due process rights to object to the " initial '' settlement offered by the Insurance company ( loss of approx. 40 % ) that was the source of a " guaranteed reinstatement fee owed, which was approx. {$2500.00}. ( The funds were through the Arizona State Corporation Commission and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX ). Despite paying the full amount, I have now discovered charges that appear inflated, unjustified, or improperly assessed, the same as the charges attempted that gave me no choice but to let them take my home. including but not limited to, a {$1000.00} fax/copy fee, which is inconsistent with industry norms and far exceeds the {$25.00} fee charged by my primary lender, XXXX XXXX XXXX for the same services. This was the red flag discovered while preparing my taxes. I paid for all services, including XXXX wires, XXXX FORCLOSURES AND A XXXX PARTY SERVICER I WAS NOT AWARE OF TILL NOW ; NO REAL CLEAR total amount to XXXX from Shellpoint I have specifically requested a full explanation and itemised breakdown of these charges. But only received an internal worksheet. My loan originated with Figure Lending as a HELOC in XXXX XXXX was sold to XXXX XXXX XXXX, XXXX/NewRez/Shellpoint on XX/XX/XXXX. The transfer was completed on XX/XX/XXXX, with little to no " clear '' communication during this time. I temporarily lost access to my account. approximately XXXX weeks I would not have agreed to a loan involving multiple entities operating under different names without full disclosure. These issues raise questions about proper servicing transfer procedures. At this time, I received another customer 's paperwork and also learned about different amounts owed and charged for foreclosure fees. Contradictory and Misleading Statements From Your Representatives Throughout this process, I received conflicting and misleading information : XX/XX/XXXX : I was told my home was not in foreclosure. {$2500.00} XX/XX/XXXX : I was told foreclosure was proceeding and that additional fees were required. {$3900.00} When I had the funds to reinstate, I was told payment would not be accepted unless I agreed to inflated charges. XX/XX/XXXX, A representative, XXXX XXXX, told me she would fix it and place the amount at the end of the loan, current charges of XXXX would be due, and? The next day, XXXX XXXX, I was told she was not available and did not work there any longer These events raise serious concerns about internal communication, accuracy, and the integrity of their servicing practices. time line of events ; XX/XX/XXXX, Figure lending sold the loan to XXXX XXXX Serviceing by Newrez XX/XX/XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX resulting in severe financial hardship. XX/XX/XXXX : Notified the servicer of the XXXX, reduced income, and account access failures due to a stolen phone. XX/XX/XXXX : Formally submitted a complete, XXXX Loss Mitigation Application via XXXX with all required hardships and financial documents, approved. XXXX : Subjected to continuous servicer portal lockouts, an inability to view statements online, changing entity names ( XXXX to Shellpoint ), and a total denial of a legally required Single Point of Contact ( XXXX ). XX/XX/XXXX : Servicer explicitly denied a manual password reset, locking me out of my own account during active crisis management. XX/XX/XXXX : Shellpoint advanced foreclosure referral to counsel while loss mitigation was pending, an explicit violation of federal Dual-Tracking laws. XX/XX/XXXX ( XXXX XXXX ) : Internal employee email confirms a dedicated XXXX ( XXXX XXXX ) was assigned. She acknowledged the interest rate blending errors on my dashboard and provided a streamlined XXXX workout form to defer past-due amounts to the end of the loan. XX/XX/XXXX & XXXX, XXXX : Immediately following this agreement, my XXXX vanished. Shellpoint issued conflicting notices back-to-back : a Reinstatement Quote on XX/XX/XXXX demanding {$3400.00} within 4 days ( including {$1300.00} in unverified " Corporate Fees '' ), and an " Incomplete Application '' letter on XX/XX/XXXX to break the workout agreement. XX/XX/XXXX : Sent a formal written demand for an itemized payoff statement. Shellpoint completely ignored it. XX/XX/XXXX, I ASKED my Escrow Officer ( XXXX XXXX ) for her help to sell my property to prevent an unlawful foreclosure sale and total loss of my life investment XX/XX/XXXX : Due to Shellpoint 's intentional communication blackout, I was forced to close and pay a XXXX payoff total of {$31000.00} without an itemized breakdown. Shellpoint charged an outrageous {$1000.00} " Statement/Fax Fee '', directly from my equity at closing.

Company response to consumer: Untimely response