Consumer complaint received 2025-01-18 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: TX

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against Newrez LLC regarding an incident involving a letter I received from them, dated XX/XX/XXXX, and the subsequent lack of resolution or clarity despite my efforts to address the issue. The letter, which was delivered to me in person by a mail carrier and required my signature, caused significant concern and stress due to its tone and instructions. Unfortunately, the actions Newrez instructed me to take led to no further information or resolution, and my attempts to seek clarification have gone unanswered. 


On XX/XX/XXXX, I received a letter from Newrez LLC dated XX/XX/XXXX, at my residence. The letter referenced my property at XXXX XXXX XXXX, XXXX, TX XXXX ( Reference Number : XXXX ). It required me to sign for it at my door, which heightened my concern about the seriousness of its contents. 

The letter directed me to log into their website and follow a series of steps to access a secure attachment. Despite following the instructions meticulously on a desktop computer as required, I was unable to retrieve any relevant or clarifying information. 

On XX/XX/XXXX, I used the Contact Us feature on the Newrez website to request assistance and clarification. As of the date of this letter, I have not received any response or acknowledgment of my inquiry. I am not happy with the lack of follow-Up given it is now 8 days later. 

The lack of clarity and responsiveness from Newrez has caused the following issues : XXXX. Unnecessary stress given the process of signing for the letter and attempting to retrieve the information created undue stress and alarm. 

XXXX. Much inconvenience as I have spent a significant amount of time attempting to resolve this matter through the instructions provided and contacting Newrez directly through both calling and attempting to get a response through the online help method. 
3. Mistrust due to Newrezs lack of transparency and failure to provide clear, actionable information or follow up on my inquiry undermines my confidence in their customer service and security measures.

I demand immediate clarification - Newrez must provide a detailed explanation of the contents and purpose of the original letter, either through regular mail only.

I demand improved communication : Newrez must address the lack of responsiveness to my inquiry and reason for doing so and provide a timeline for responding to customer complaints.

I demand that the CFPB to investigate Newrezs communication practices, particularly in cases where customers are required to sign for concerning correspondence without subsequent clarification.

The inconvenience and stress caused by this experience are unacceptable, and I believe immediate action is necessary to ensure that other consumers do not face similar issues. Please do not hesitate to contact me at [ your phone number ] or [ your email address ] if you require additional information or documentation. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX

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