Consumer complaint received 2025-08-11 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Shellpoint Partners, LLC
State: OH

Complaint narrative:
Complaint Summary Shellpoint Mortgage Servicing/NewRez LLC is improperly claiming that a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  remains active with a balance of {$29000.00}, despite a recorded Satisfaction of Mortgage ( XXXX XXXX. XXXX ) certifying the loan was fully paid, satisfied, and discharged. 
Background & Timeline XX/XX/XXXX : Mortgage from XXXX XXXX XXXX and XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX for {$31000.00} recorded as Instrument No. XXXX. 
XX/XX/XXXX : Satisfaction of Mortgage recorded under XXXX XXXX. XXXX, showing this loan was fully paid and released. 
XX/XX/XXXX : Assignment to XXXX XXXX XXXX XXXX ( as Trustee for XXXX XXXX XXXX ) recorded under Instrument No. XXXX document still lists me as a borrower. 
XX/XX/XXXX : I sent a formal written request to Shellpoints Lien Release Department demanding a Release of Mortgage or written payoff. 
XX/XX/XXXX : Shellpoint confirmed to my title company that I have account access and gave a verbal payoff quote of {$29000.00}. They refused to send a written payoff, citing an attorney assignment in their system, but could not identify the attorney or explain why this prevents issuing the payoff letter. 
Impact This refusal is blocking a title transfer required by court order, causing financial harm, legal risk, and clouding title despite clear public record evidence that the mortgage was paid off over a decade ago. 

Third-Party Verification My title company directly confirmed Shellpoints statements : Response from Shellpoint Mortgage Servicer to XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

1. Mortgage in the amount of {$260.00}, XXXX from XXXX XXXX XXXX and XXXX XXXX XXXX, Husband and wife, to XXXX as nominee for XXXX XXXX XXXX XXXX XXXX, dated XX/XX/XXXX, recorded XX/XX/XXXX, in Instrument Number XXXX. Assignment of mortgage to XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX recorded XX/XX/XXXX, in Instrument Number XXXX. Further Assignment to XXXX XXXX XXXX XXXXXXXX, as Trustee for XXXX XXXX XXXX XXXX  recorded XX/XX/XXXX, In Instrument Number XXXX. Further Assignment to XXXX XXXX XXXX XXXX, recorded XX/XX/XXXX, in Instrument Number XXXX. Modification agreement recorded XX/XX/XXXX, in Instrument Number XXXX, XXXXXXXX XXXX XXXX Records. 

2. Mortgage in the amount of {$31000.00} from XXXX XXXX XXXX, married, and XXXX XXXX XXXX, married, to XXXX XXXXXXXX XXXX, dated XX/XX/XXXX, recorded XX/XX/XXXX, in Instrument Number XXXX, XXXX XXXX XXXX Records. Assignment of XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, not in its individual capacity, but solely as Trustee of XXXX XXXX XXXX, recorded XX/XX/XXXX in Instrument Number XXXXXXXX XXXX XXXX XXXX Records. 

The borrower is authorized on the account. A verbal payoff amount of {$29000.00} was provided. Our records show that this mortgage has not been paid in full. However, because our system indicates that an attorney is assigned to this account, we are unable to issue an official written payoff letter at this time. We can not specify details regarding the attorneys identity or role. 
We are currently working with supervisory staff to determine whether we can process the payoff request internally, whether the communication must be routed through the assigned attorney, or if another method is required to provide the necessary documentation. We will follow up once these internal issues have been resolved. 

Contact : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Email : XXXX Phone : ( XXXX ) XXXX | Fax : ( XXXX ) XXXX Violations Suspected RESPA 12 CFR 1024.35 ( b ) ( 2 ) ( i ) ( A ) : Failure to maintain accurate account and lien records.

UDAAP 12 U.S.C. 5531 & 5536 : Misrepresentation of payoff status, creating unnecessary hardship and obstructing lawful title transfer. 
Ohio Rev. Code 5301.36 Failure to record satisfaction after payoff.

Requested Action CFPB should direct Shellpoint to : 1. Correct its records to reflect that the XXXX XXXX XXXX XXXX  ( XXXX XXXX. XXXX ) was fully paid and satisfied per XXXX XXXX. XXXX. 
2. Immediately prepare and record a Release of Mortgage in the XXXX XXXX XXXX XXXX. 
3. Provide written confirmation to me and my title company that the account is closed with a {$0.00} balance. 
4. Acknowledge that its own XXXX assignment ( XXXX XXXX. XXXX ) lists me as a borrower, confirming my standing. 
Supporting Documentation XXXX XXXX. XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX. XXXX Satisfaction of Mortgage ( XXXX ) XXXX XXXX. XXXX Assignment to Shellpoint listing me as borrower XX/XX/XXXX written request to Shellpoint Title companys notes documenting Shellpoints verbal payoff and refusal to send written statement

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