Consumer complaint received 2025-11-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
I am filing this complaint against Shellpoint Mortgage Servicing ( NewRez LLC ) for multiple violations of the Real Estate Settlement Procedures Act ( RESPA ) under 12 C.F.R. 1024 ( Regulation X ) in handling my loan modification application and ongoing foreclosure activities on my property at XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX. Loan numbers : XXXX or XXXX ( discrepancy noted below ). This is part of a pattern of non-responsiveness, including ignored Qualified Written Requests XXXX XXXX XXXX refusal to assign a responsive Single Point of Contact XXXX XXXX  ), and dual tracking, as detailed in my prior CFPB complaints and pending lawsuit ( XXXX XXXX XXXX XXXX Case No. XXXX, filed XX/XX/year> ). 
On or about XX/XX/year>, Shellpoint denied my complete loss mitigation application, citing failed XXXX XXXX XXXX ( XXXX ) calculations, insufficient hardship verification, and other errors. I submitted a timely formal appeal on XX/XX/year>, pursuant to 12 C.F.R. 1024.41 ( h ), demanding re-evaluation due to material errors and procedural deficiencies. 

Incomplete Evaluation of Submitted Materials ( 12 C.F.R. 1024.41 ( c ) ) : Shellpoint failed to thoroughly evaluate my complete application, ignoring or deeming " insufficient '' my hardship affidavit, medical/employment records, bank statements, and income documentation without adequate explanation. This violates RESPA 's requirement to assess all submitted materials before denial. 

Deficient XXXX Calculations and Non-Disclosure ( 12 C.F.R. 1024.41 ( d ) ( 2 ) ) : The denial relies on flawed XXXX  inputs, including an undervalued property assessment. My attached professional appraisal values the property at {>= $1,000,000} ( with unique features : XXXX acres, XXXX XXXX XXXX XXXX ), and current XXXX listings XXXX XXXX XXXX XXXXXXXX higher than Shellpoint 's estimate. They have not disclosed XXXX inputs, assumptions, or methodologies, despite my demands, hindering my appeal. Re-calculation with accurate data would likely pass XXXX XXXXor investor guidelines XXXX XXXX XXXX XXXX XXXX as Trustee for XXXX XXXX ). 
XXXX ( XXXX ) Ratio Errors XXXX Shellpoint 's XXXX calculation appears mathematically incorrect based on undervaluation, disqualifying me from streamline programs ( thresholds often 125 % or less ). 

Using my appraisal, XXXX is well below thresholds. They must disclose exact figures used and re-evaluate. 

XXXX XXXX Violations ( 12 C.F.R. 1024.41 ( g ) and California XXXX, XXXX. XXXX. XXXX XXXXXXXX ) : Shellpoint advanced foreclosure ( sale postponed to XX/XX/year> ) while my complete application was under review and now during appeal. This prohibits foreclosure progression during evaluation/appeal of a complete application. My lawsuit alleges related XXXX violations, including no responsive XXXX despite demands. 
XXXX and XXXX XXXX XXXX ( 12 C.F.R. 1024.38 ) : The denial uses loan XXXX XXXXXXXX, but the XXXX assignment ( XX/XX/year> ) uses XXXX XXXXXXXX, raising concerns about accurate records and whether the correct account was reviewed. Shellpoint has not clarified despite demands, violating general servicing obligations. 

Failure to Coordinate with Homeowner Assistance Fund ( HAF ) : I am pursuing HAF via calhaf.ca.gov for supplemental relief, but Shellpoint has not coordinated evaluation, ignoring good-faith requirements to consider all options. 

Pattern of Servicing Errors : This denial follows a history of issues, including over XXXX ignored XXXX/debt validation requests ( e.g., XX/XX/year> letter received XX/XX/XXXX ), refusal to discuss due to litigation ( despite self-representation ), and coercive post-bankruptcy collection attempts ( debt discharged ). Prior CFPB complaints highlight identical, non-substantive responses violating RESPA timelines and FDCPA protections. 

These actions have caused significant harm, including emotional distress and risk of wrongful foreclosure. Shellpoint 's non-compliance undermines borrower protections and may warrant CFPB enforcement.

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