Consumer complaint received 2025-07-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
WHAT HAPPENED NewRez response letter to my formal NOE/RFI/Violations Notices was vague, incomplete, and insufficient. Many items are unresolved and certain new violations have occurred since the date of that response letter. NewRez, ShellPoint, and XXXX XXXX continue to pursue foreclosure proceedings despite being on an active loss mitigation workout and having provided complete applications multiple times in XXXX and XX/XX/XXXX with no notices that additional documentation was needed. NewRez acknowledges dual tracking in their response letter in the end of page 2 and beginning of page 3. Foreclosure was placed on hold once on XX/XX/XXXX for being on an active loss mitigation workout, yet the company removed the hold DESPITE my account continuing to be on an active loss mitigation workout from XXXX to XX/XX/XXXX per records attached herein. Illegal foreclosure proceedings are still being pursued despite these multiple violations, as evidenced concisely and clearly in bullet points below ( as requested by ShellPoint ) : URGENT NEW COMPLIANT AND APPEAL LETTER TO CFPB and REGULATORY AGENCIES Date : XX/XX/XXXX Re : URGENT NEW ( SECOND ) COMPLAINT - SHELLPOINT MORTGAGE SERVICING VIOLATIONS Loan # XXXX - REQUEST IMMEDIATE FORECLOSURE INTERVENTION Dear CFPB ( cc : HUD//DOJ Civil RightsXXXX XXXX ) : I sincerely request immediate intervention to halt illegal foreclosure proceedings by NewRez, Shellpoint Mortgage Servicing , and XXXX XXXX .

BORROWER INFORMATION XXXX XXXX XXXX Property : XXXX XXXX XXXX, XXXX, TX XXXX Loan : # XXXX ( XXXX XXXX XXXX XXXX ) FIVE ( 5 ) CRITICAL VIOLATIONS REQUIRING IMMEDIATE ACTION 1. ACTIVE DUAL TRACKING Complete loss mitigation application : XX/XX/XXXX Foreclosure initiated : XX/XX/XXXX ( SAME TIMEFRAME ) Current active loss mitigation workout : Active status per Shellpoint borrower portal as of XXXX and still actively proceeding with foreclosure Violations : XXXX XXXX XXXX ( f ) ( XXXX ) XXXX. XXXX XXXX Denied modification : " XXXX less than 80 % '' per investor guidelines o No citation to source on the investor guidelines language provided and denied per NewRez written response o Contradictory to recommendations provided to me verbally by team members to obtain this detailed information o Denying disclosure to borrower for informative understanding ; o Misrepresenting assistance options available to me by asserting NO eligibility for ANY loss mitigation options and will deny all applications immediately o Contradictory to continued written communications provided to me offering options Actual LTV : 30 or 37 % o Two different % s provided by two different Shellpoint team members both same day XXXX raising serious concerns in accuracy and the teams own understanding ; o LOW RISK borrower based on significant equity in home o Provides clear eligibility basis for mortgage assistance Impact : Denying modification to qualified borrower 3. DISABILITY DISCRIMINATION UNRESOLVED Multiple disclosures ignored : XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX in written documents, and multiple emails in XXXX and again in XXXX through XX/XX/XXXX timeframes No consideration for accommodation : No interactive process and ZERO communications or consideration of accommodations performed or acknowledged with me EVEN in NewRezs response letter Violation : Fair Housing Act and ADA 4. CONTRADICTORY SERVICING RECORDS Inaccurate servicer transition : Asserted in NewRez response letter that servicing transition occurred XX/XX/XXXX Shellpoint mailed records direct conflict : Shellpoint records provided evidence XX/XX/XXXX initial servicing transactions No transfer notices : No required notices provided by previous or new servicers 5. NON-COMPLIANCE PROVIDING PAYOFF QUOTE No response to payoff requests : Requested payoff quotes six times in XXXX and XX/XX/XXXX timeframe ; received no acknowledgement and no payoff quotes Regulatory required timeline to respond violated : Required to provide within 5 business days violated and ZERO payoff quotes received Unacceptable excuses given : Multiple Shellpoint representatives referenced various reasons for no response including communication method and type of payoff quote requested o NO reasons provide actual basis o Regardless, no response is unacceptable all cases o Each request made through recommended communication methods either : Live on the phone ( no request records documented on my account ) Web borrower portal via contact us secure messaging, and In email writing o Each request clearly requested full mortgage payoff quotes through XXXX or XXXX representing the timeframe the property would be sold/closed SUPPORTING EVIDENCE ATTACHED Shellpoint 's XXXX vague and incomplete response letter Shellpoint 's borrower web portal screenshots showing " active workout '' in XXXX through XX/XX/XXXX Borrower web portal screenshot example of payoff quote requested as early as XXXX and zero response or payoff quote provided Various screenshots of borrower web portal and others evidencing inconsistencies with NewRez response letter and ShellPoint communications MLS property traditional home sale listing ( target closing before XXXX, no later than XXXX consistent with latest requested payoff quote from XXXX XXXX XXXX XXXX URGENT AND TIME-SENSITIVE Foreclosure is imminent based on Shellpoint communications provided to me despite active loss mitigation and property sale pending that pays off full mortgage balance. The traditional sale 100 % probability versus forced illegal foreclosure with highly likely below market outcome raises serious intent, non-economical decision-making, and discrimination concerns by both the lender and servicers principles. 

Please confirm receipt and case number immediately. 

Respectfully, XXXX XXXX XXXX XXXX ( available anytime between XXXX CST ) XXXX XXXX

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation