Consumer complaint received 2025-08-23 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
To be clear this is an old issue that has to be addressed and dealt with accordingly being its another cares act violation. First let me apologize for the delay in reporting this as I have been trying to deal with XXXX XXXX and issues and now that I have some clarity Im going to try and handle some things. 

Caliber home loans now newrez violated the CARES ACT by intimidating me and my wife in our time of need. They did this by threatening to default and or foreclose on us if we did not make a lump sum payment and or loan modification after initially making a forbearance agreement. According to THE CARES ACT we shouldve been able to sign up for 540 days but yet we were told after a year that since we didnt make contact which we had been in contact with them that we owed the lump sum and could only do a loan modification which increased our mortgage by {$500.00} a month which is unrealistic considering that shouldve spanned over XXXX more years. And again I apologize for missing this and not bringing it to their attention sooner it was the beginning of my ultimate demise that leaves me permanently XXXX now. Anyways what troubles me more is we have never received the documentation of the loan modification structuring how the payments were to be divided. We signed at 3.5 % interest and it states that on newrez website but the breakdown of the original loan doesnt make any sense. At {$210000.00} at 3.5 % how is a VA loan principal only still {$1000.00} at 20-30 years? How did my mortgage go up {$500.00} from {$1300.00} with escrow included to {$1700.00}? And after reading what others have complained about one can only assume this was a mistake on calibers part. And being that again weve never seen any documentation and besides the paperwork which was emailed not docusigned making its legal status unknown makes this even worse. Please explain this first part and I got another thing for you. 


Intimidation tactics used by NewRez, in the last 6 months they have sent someone out to my home 4-5 times to take pictures and even come to my door to peek in my windows. After the XXXX time I informed NewRez that XXXX XXXX with paranoia amongst other things and do have flight or fight issues. Anytime they wanted to send someone to the house please call in advance so that I can prepare and or be prepared for the upcoming visit. Now today a Saturday same lady comes out again taking pictures just like she did last month walking up on the property where shes been told before not to do and wasnt until I came outside and politely asked her not to do it again for the 3rd time and explained why did she say ok. Then sat out front of the house for another 15 mins in her car. Id just like to get their feedback for these tactics before I seek legal assistance.

Last but certainly not least newrez payment portal. Last year XX/XX/year> I was given a XXXX rating thru the VA at 100 % due to my inability to work. It took them 3 separate fillings to actually get it right and do the tax modification for the loan on the property. They still say I owe for escrow prior which makes no sense considering that escrow was already paid for. I received a partial payment from the county for the overpayment in taxes from the beginning of the year forward and newrez knows this and they say I still owe back payments? Hows that if your escrow calculations were for the year which is then broke up into 12 payments how do I owe anything? Also being your escrow calculations are not accurate and are an estimate then how do you figure that I owe anything since the year is not even over with. As outlined you pay a lump sum yearly at the beginning of the year so how do I owe you it should be the other way around. I should be the one getting a refund back from you if you paid for the year and they gave me back what was paid then please explain. On top of which its at this time Id like a breakdown of what was paid to the county from my escrow and what I paid into the escrow for the entirety of the loan including receipts from the county for my tax purposes.

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