Consumer complaint received 2025-12-19 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
XXXX XXXX has now submitted a XXXX  and final Qualified Written Request ( QWR ) to NewRez LLC XXXX Shellpoint Mortgage Servicing, following XXXX prior QWRs sent in XX/XX/XXXX and XX/XX/XXXX, neither of which was lawfully acknowledged or substantively answered. 

The XXXX  and Final QWR was transmitted on XX/XX/XXXX, via certified mail to Shellpoints servicing offices in XXXX, North Carolina, and XXXX Washington, Pennsylvania, and was also transmitted electronically. Despite confirmed delivery, Shellpoint has failed to provide the required five-day acknowledgment and thirty-day substantive response mandated by RESPA and Regulation X . 

Instead of responding, Shellpoint has repeatedly issued generic, vague form letters stating that the request is complex and has been escalated, without identifying which QWR is being addressed, without invoking a lawful extension, and without producing any of the requested documents, corrections, or explanations. To date, none of the XXXX QWRs has been properly answered. 

Additionally, Shellpoint has sent certified packets containing only generic validation of debt materials and previously disputed documents, which do not satisfy RESPA requirements and do not address the specific servicing errors raised. 

The underlying servicing issues are serious and ongoing. XXXX materially different mortgage instruments exist in the record, each bearing different time and date stamps, and only XXXX reflects the actual borrowersXXXX XXXX and her late husband. The second, fraudulent version improperly adds XXXX disabled adult son, who never executed the mortgage or note. 

Shellpoint and related entities also relied on a purported Assignment of Mortgage executed nearly XXXX years after the loan was sold, created and notarized in Florida, and recorded in XXXX XXXX, Illinois on XX/XX/XXXX, just months before the foreclosure filing on XX/XX/XXXX. This assignment references a deceased individual and is inconsistent with public records, warehouse-lending confirmations, and MERS data previously submitted to CFPB and XXXX. 

Despite having received the borrowers death certificate, Shellpoint has continued to issue billing statements, IRS Forms XXXX, insurance charges, inspections, and appraisal fees under a fictitious borrower designation styled as an Estate, without probate authority or legal authorization. 

Taken together, these facts demonstrate a pattern of repeated RESPA violations, record misrepresentation, improper servicing conduct, and failure to correct known errors despite multiple verified notices. XXXX XXXX respectfully requests CFPB escalation, supervisory review, and confirmation of receipt of this XXXX and Final QWR submission. 
XXXX XXXX has now submitted XXXX ( XXXX ) separate Qualified Written Requests ( QWRs ) to NewRez LLC d/b/a Shellpoint Mortgage Servicing : XX/XX/XXXX ( received XX/XX/XXXX ) XX/XX/XXXX XX/XX/XXXX ( Third and Final QWR ) Each QWR was properly transmitted via certified/overnight mail and email. None have been substantively acknowledged or answered in compliance with RESPA. 

Instead, Shellpoint has repeatedly sent generic, vague template letters stating that the requests are complex, under review, or escalated, without identifying which QWR is being addressed and without producing any of the requested records. These letters do not satisfy the XXXX acknowledgment or the XXXX response requirements under 12 U.S.C. 2605 ( e ) and 12 C.F.R. 1024.351024.36. 

Shellpoint has never provided : A life-of-loan payment ledger Servicing or master ledgers Proof of ownership or authority to enforce Custodial or bailee documentation for the original note A lawful explanation for multiple conflicting loan numbers Further, XXXX materially different mortgage instruments exist in the public record and have already been submitted to CFPB and IDFPR : Both contain different timestamps and formats The recorded version adds Marys autistic adult son as a borrower, despite never signing the note or mortgage Only XXXX and her late husband signed the original loan documents Shellpoint and/or NewRez also created a fraudulent Assignment of Mortgage nearly XXXX years after the loan was allegedly sold, executed and notarized in Florida, then recorded in XXXX XXXX, Illinois on XX/XX/XXXX XXXX XXXX XXXX months before filing foreclosure on XX/XX/XXXX. 

Despite having received XXXX XXXX death certificate, Shellpoint : Reported IRS Forms XXXX under a fictitious Estate of XXXX XXXX Force-placed insurance Ordered XXXX unauthorized exterior-only appraisals Issued billing statements and charges under a nonexistent estate None of this went through probate, and Shellpoint was never granted authority to alter borrower identity. 

A review of XXXX prior complaints shows a clear pattern of misrepresentation, document substitution, servicing abuse, and refusal to comply with federal law.

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