Consumer complaint received 2026-03-07 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: NY

Complaint narrative:
I am submitting this formal complaint against Newrez LLC d/b/a Shellpoint Mortgage Servicing for persistent failure to substantiate legal fees and for providing contradictory and defective legal notices in violation of 12 C.F.R. 1024.35, 12 C.F.R. 1024.36, and NY RPAPL 1304. I. Material Contradictions and Omissions in Regulatory Responses In their formal response to the CFPB ( dated XX/XX/XXXX ), Shellpoint asserted that a Breach Letter was " generated and mailed on XX/XX/XXXX. '' However, the servicer conveniently omitted the actual letter and the legally required proof of mailing from their submission. This claim directly contradicts the servicers prior written admission to the New York State Department of Financial Services ( NYSDFS Agency File No. XXXX ) dated XX/XX/XXXX, in which they explicitly stated they were " unable to locate any foreclosure letters sent ... on or around XX/XX/XXXX. '' II. Defective Notice, Invalid Tracking, and Unauthorized Signatures Furthermore, Shellpoint issued Breach Letters in XX/XX/XXXX and XX/XX/XXXX utilizing an identical, invalid tracking number for which no record of movement exists within the XXXX system. Crucially, the mailing receipt provided by the servicer contains a signature that is not mine. I am formally disputing the validity of this receipt as a fraudulent document. Under NY XXXX XXXX, the proper mailing and proof of delivery is a strict condition precedent to legal action. III. Specific Demand for Primary Legal Documentation Pursuant to 12 C.F.R. 1024.36, I demand the following specific records to verify the validity of the assessed " Attorney Fees '' ( dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) : Itemized Third-Party Legal Invoices : Provide unredacted, original invoices from the retained law firm. These must include : Task-Based Billing : A chronological list of specific legal tasks performed ( e.g., " Drafting Breach Letter, '' " Title Review '' ). Time-Entry Logs : The specific amount of time spent on each task and the hourly rate of the attorney or paralegal who performed it. Verification of " Bona Fide '' Expense : Evidence that the fee is a pass-through cost from a third party and not an internal servicer markup. Proof of Disbursement : Provide a copy of the Cancelled Check or Wire Confirmation proving Shellpoint actually paid the third-party law firm for these specific services. Verification of Signature and Delivery : Provide the original XXXX Return Receipt ( PS Form XXXX ) or the electronic Signature Confirmation for the XXXX and XX/XX/XXXX mailings. I maintain that the signature currently on file is an unauthorized forgery. The XX/XX/XXXX and XX/XX/XXXX Breach Letters : Provide the actual notices Shellpoint claimed were mailed but failed to produce as evidence. XXXX XXXX Form XXXX ( Firm Mailing Book ) : Provide the date-stamped XXXX manifests proving that the XX/XX/XXXX and XX/XX/XXXX notices were physically deposited with the XXXX. Affidavits of Service : Provide contemporaneous, sworn affidavits of service for every notice for which a fee was assessed, as required by New York statute. Conclusion : Shellpoints reliance on invalid tracking data, fraudulent signatures, and its tactical omission of evidence in a federal inquiry warrant immediate intervention. I request the CFPB compel the immediate production of these specific records or require a permanent reversal of all unsubstantiated fees.

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