Consumer complaint received 2025-06-25 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: CO

Complaint narrative:
To Whom It May Concern, Please find enclosed a comprehensive packet of documentation regarding the mortgage account for XXXX XXXX XXXX and XXXX XXXX XXXX with Newrez. This packet has been assembled to address serious errors in account management, billing, and credit reporting, and to provide detailed supporting evidence for immediate review and correction. 

1. Proof of Consistent Monthly Payments The documents in the first section confirm that the agreed-upon monthly mortgage payment of {$2500.00} has been automatically deducted from the designated bank account each month. Highlighted statements from Newrez show that the mortgage was billed correctly from XX/XX/XXXX through XX/XX/XXXX. However, in XX/XX/XXXX, an unauthorized escrow fee of {$390.00} was added. This charge is invalid, as both mortgage holders carry their insurance and pay their property taxes directly. There has never been a lapse in coverage. Despite multiple attempts to resolve this, Newrez continued to bill for the incorrect amount through XX/XX/XXXX. While the XX/XX/XXXX statement omits this fee, it still reflects a past due balance that should not exist. 

2. Credit Reporting Damage The next section includes documentation demonstrating the damage caused to XXXX XXXX and XXXX XXXX credit due to Newrez incorrectly reporting payment failures : XXXX XXXXXXXX experienced a XXXX drop, with documentation of his formal dispute to the credit bureaus included. 
XXXX XXXX experienced a XXXX drop, and her dispute documentation is also enclosed. 


3. Valid Insurance Coverage You will find a complete copy of the homeowners ' insurance policy, which remains paid in full and current. This policy, which fully satisfies the loans insurance requirement, has been submitted to Newrez numerous times. Despite this, escrow was incorrectly added. 

4. Proof from the Newrez Portal The following documents show that : Newrezs own portal reflects timely and accurate payments each month. 
The company has even credited the account for overpayments. 
Most concerning, on the same day they falsely reported a missed payment to the credit bureaus, they also issued a refund check for an overpayment to XXXX XXXX and XXXX XXXX. 


5. Contradictory Communications Included are emails from Newrez representatives claiming non-receipt of payments, despite their portal confirming payments were received. These payments did not include the disputed escrow fee, which should not have been billed at all. 




6. Correspondence Timeline Finally, we have included a detailed timeline of correspondence, showing repeated phone calls, emails, and submitted documentsall of which were efforts to resolve these errors. These include proof of insurance sent on XX/XX/XXXX, and numerous interactions from XXXX through XX/XX/XXXX highlighting Newrezs continued mismanagement.

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