Consumer complaint received 2026-06-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: TN

Complaint narrative:
CFPB Complaint Against Newrez LLC d/b/a Shellpoint Mortgage Servicing I am filing this complaint against Newrez LLC d/b/a Shellpoint Mortgage Servicing regarding debt collection and foreclosure activities involving my home located at XXXX XXXX XXXX, XXXX, Tennessee. Newrez has retained XXXX XXXX XXXX, XXXX. to collect an alleged mortgage debt and conduct a foreclosure sale scheduled for XX/XX/year>. XXXX XXXX XXXX identifies itself as a debt collector and states that it is attempting to collect a debt on behalf of Newrez. I dispute the debt, the amount claimed to be owed, and Newrez 's reliance upon third parties to collect and enforce the obligation without first providing adequate verification and supporting documentation. Newrez provided information to XXXX XXXX XXXX which was then used in debt collection communications and foreclosure notices directed to me. My concerns include : XXXX. Newrez has failed to provide sufficient documentation establishing the accuracy of the debt amount being claimed. XXXX. Newrez has failed to provide a complete accounting of all charges, fees, advances, escrow activity, attorney fees, and other amounts included in the alleged debt. XXXX. Newrez initiated foreclosure activity while material disputes exist regarding the debt, accounting, servicing history, and authority to enforce the obligation. XXXX. Newrez caused debt collection communications to be issued through XXXX XXXX XXXX while relying on information that I have not been provided sufficient documentation to independently verify. XXXX. Newrez has not adequately responded to requests for documentation necessary to validate the debt and evaluate the foreclosure action. As a result, I am unable to determine the accuracy of the amounts being claimed or the basis for the foreclosure being pursued. Requested Resolution : XXXX. Provide a complete life-of-loan payment history. XXXX. Provide a complete itemization of all amounts claimed to be due, including principal, interest, escrow advances, fees, costs, attorney fees, property inspection fees, corporate advances, and any other charges. XXXX. Provide documentation establishing ownership of the debt and authority to enforce the note and deed of trust. XXXX. Investigate and correct any inaccurate information being used in connection with debt collection or foreclosure activity. XXXX. Suspend foreclosure activity pending investigation and resolution of the disputed debt. XXXX. Provide written responses to all outstanding requests for debt verification and accounting information. On XX/XX/year>, I submitted a Qualified Written Request and/or Request for Information to Newrez LLC d/b/a Shellpoint Mortgage Servicing seeking information concerning the servicing of my mortgage loan, including account history, debt verification, and supporting documentation. Newrez failed to provide a complete and adequate response. Despite these unresolved servicing disputes, Newrez retained XXXX XXXX XXXX to pursue debt collection and foreclosure activity. As a result, I have been unable to verify the accuracy of the debt, the amounts claimed, or the basis for the foreclosure. I am requesting CFPB assistance in obtaining a complete investigation and response from Newrez LLC d/b/a Shellpoint Mortgage Servicing regarding these issues.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation