Consumer complaint received 2025-11-05 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: TN

Complaint narrative:
FORMAL ADDENDUM COMPLAINT Re : Confirmed {$5000.00} ACH Payment Missing from Servicing Ledger Evidence of Intentional Misapplication and Ledger Tampering Complainants : XXXX XXXX XXXX XXXX XXXX Loan No. : XXXXXXXX XXXX XXXX XXXX Servicer : NewRez LLC d/b/a Shellpoint Mortgage Servicing Complaint Reference : CFPB Case XXXX Supporting Exhibit : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, my bank processed a verified ACH debit for {$5000.00} to XXXX XXXX XXXX loan number XXXX. 
The funds cleared the Federal Reserve ACH network and were posted to NewRezs operating account the same day ( Exhibit B-8 ).

However, Shellpoints borrower portal and payment history omit this transaction entirely.

This establishes that NewRez accepted funds, failed to credit them, and then falsified borrower-visible balancesa direct breach of TILA, RESPA, and Dodd-Frank UDAAP standards .

II. Forensic Cross-Verification Source Date Amount Unique Identifier XXXX XXXX XXXX XXXX XXXX Statement XX/XX/XXXX {$5000.00} debit XXXX XXXX XXXXXXXX Funds left borrower account NewRez receiving account confirmed Shellpoint Portal Ledger XX/XX/XXXX XX/XX/XXXX XXXX Portal Payment History No {$5000.00} entry shown Ledger reflects Total Payments {$5000.00} instead, fabricated aggregate Principal Balance Trend XXXX XXXXXXXX XXXX XXXX trace No principal reduction despite ACH credit proves non-application XXXX confirmation : Screenshots share identical XXXX XXXX resolution and orientation hash ( XXXX ) temporal continuity verified. 



III. Regulatory Violations 1. 12 C.F.R. 1026.36 ( c ) ( 1 ) ( i ) Failure to credit payment as of date received.

Each uncredited payment constitutes a distinct violation ; see CFPB XXXX XXXX XXXX XXXX XXXXXXXX. 
2. 12 C.F.R. 1024.38 ( b ) ( 3 ) ( i ) Failure to maintain accurate records.

Servicer maintained parallel internal and borrower-facing ledgers.

3. 12 U.S.C. 5531 & 5536 ( a ) ( 1 ) ( B ) Unfair and deceptive acts and practices ( UDAAP ). 
Concealing applied funds to create delinquency satisfies the statutory definition of deceptive. 
4. 15 U.S.C. 1681s-2 ( a ) Furnishing false credit information.

False delinquency from this missing credit damages the borrowers credit profile.

5. 18 U.S.C. 1005 False entries in bank records ( potential criminal exposure ).

IV. Forensic Interpretation The XXXX XXXX XXXX matches the same NewRez receiving gateway used for prior mortgage debits.

Ledger absence of that amount while the principal balance remains static is mathematically impossible under XXXX XXXX XXXX unless the funds were diverted to a suspense or off-ledger account. 
The discrepancy surfaced within XXXX hours of your XX/XX/XXXX portal recalculation eventconsistent with intentional data overwriting. 



V. Aggregate Impact Adding this verified payment raises the total unapplied/misapplied balance to {$100000.00} {$110000.00}. 
At XXXX  % interest, accrued overcharges exceed {$5700.00} per year. 
Resulting harm includes : Ongoing false delinquency and credit suppression ; Emotional and psychological distress from unjust foreclosure threats ; Loss of use of trapped funds ; Systemic risk if similar ledger re-codings exist across NewRezs portfolio.

VI. Requested Regulatory Action 1. Immediate CFPB and XXXX joint audit of NewRez/Shellpoint ledger and ACH reconciliation systems. 
XXXX. Mandated ledger correction : credit {$5000.00} to principal with interest from XX/XX/XXXX. 
3. Restitution : reimburse {$100000.00} total misapplied funds + interest + fee refunds.

4. Credit repair : issue corrective data to all CRAs under 15 U.S.C. 1681s-2 ( b ).

5. Referral to DOJ Consumer Protection Branch for potential false entry prosecution ( 18 U.S.C. 1005 ).

VII. Conclusion This {$5000.00} ACH transaction provides irrefutable proof that NewRez LLC d/b/a Shellpoint Mortgage Servicing deliberately manipulated account data to erase applied funds and manufacture delinquency. 
The bank-verified evidence, metadata-authenticated screenshots, and consistent re-coding pattern satisfy the legal threshold for knowing and willful misconduct under federal consumer-finance law. 

Requested Outcome : Full ledger correction, restitution of all misapplied funds with interest, credit repair, and formal referral to federal enforcement for systemic servicing fraud.

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