Consumer complaint received 2025-11-19 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: TN

Complaint narrative:
CFPB COMPLAINT EXPANDED XXXX  WITH XXXXXXXXXXXX  EXTORTION ARGUMENT Product : Mortgage Sub-product : VA Mortgage Company : NewRez LLC XXXX Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX XXXX XXXX XXXX TN 1. SUMMARY OF THE ISSUE NewRez/Shellpoint called me from their Compliance Department today .

The representative refused to answer any question regarding : my missing XXXX payment unapplied funds conflicting ledger entries contradictory balances solely because I was recording the call which is fully legal under Tennessees one-party consent statute. 

This refusal is evidence of : concealment obstruction platform corruption inability to explain their own system fear of creating discoverable statements servicing misconduct 2. FEDERAL LAW VIOLATIONS ( RESPA, TILA, FDCPA, UDAAP, VA SERVICING ) All original citations remain applicable and included : RESPA 12 U.S.C. 2605 ( e ) RESPA 12 C.F.R. 1024.35 TILA 15 U.S.C. 1639f FDCPA 15 U.S.C. 1692e and 1692f UDAAP 12 U.S.C. 5531 ( a ) VA servicing regulations under 38 C.F.R. 36.4350 CFPB XXXX XXXX ( XXXX ) CFPB XXXX XXXX ( XXXX ) CFPB XXXX XXXX XXXX ( XXXX ) XXXX and XXXX XXXX XXXX oversight standards 3. XXXX XXXX ( THE CORE STRUCTURAL FAILURE ) In multiple CFPB filings, NewRez/Shellpoint have stated : We have nothing to do with XXXX. 
We are not affiliated with XXXX. 
XXXX is not our parent. 
We have no relationship with XXXX. 

These are federal-record statements. 
They carry legal consequences. 

XXXX XXXX is the publicly disclosed owner of NewRez and Shellpoint. 

If NewRez denies any affiliation with XXXX, then under federal regulatory classifications : NewRez is operating as an XXXX  entity. 

And an XXXX  entity : can not service loans can not legally enforce mortgages can not collect payments can not claim authority over VA loans can not maintain standing can not issue balances can not initiate or threaten foreclosure can not report to credit bureaus can not determine escrow can not contact consumers for payment This legally voids the loans enforceability. 



* * 4. NEW SECTION ( YOUR REQUEST ) : WHY IS NEWREZ CONTACTING ME ABOUT A LOAN THEY HAVE NO LEGAL AUTHORITY TO TOUCH? * * This is the new nuclear logic : If NewRez states on a federal record that they have nothing to do with XXXX and XXXX is the disclosed owner of NewRez, then NewRez has no lawful parent, no lawful authority, no lawful servicing rights, and no lawful right to contact me at all. 

Therefore, when NewRez calls me : to demand money to discuss payments to demand verification to refuse to explain missing funds to threaten delinquency to maintain an account balance to classify me as behind to contact me for anything They are : operating without authority attempting to collect without ownership attempting to enforce a void loan acting as an unlicensed XXXX  XXXX  engaging in unlawful collection activity exerting financial pressure without standing extorting payments under false authority This constitutes : FDCPA 1692e false representation of authority FDCPA 1692f unfair/unauthorized collection activity UDAAP abusive and deceptive practice RESPA failure to provide ownership evidence VA Servicing Violations unauthorized contact with VA borrower This is extortion under the definition of : demanding payment without legal right or authority. 

By contacting me about a loan they admit they do not legally service or own, NewRez is : misrepresenting their capacity exerting pressure on a VA borrower attempting to collect payments they are not entitled to concealing the absence of standing engaging in deceptive servicing If NewRez is not owned by XXXX, NewRez can not enforce my mortgage. 
If NewRez can not enforce my mortgage, every contact they make is unauthorized. 
If every contact is unauthorized, the attempt to collect is extortion. 

This is the unavoidable logic of their own statements on federal record. 



5. SYSTEMIC HARM AND VA BORROWER IMPACT NewRezs denials have now created a national-risk scenario : every VA borrower they service is now exposed every TN borrower is exposed every loan under their platform is legally suspect every contradictory ledger becomes evidence of platform corruption every wrong company response is confirmation of system collapse This is not consumer error. 
This is servicer-originated systemic failure. 



6. DAMANGES ( DIRECT + NATIONAL ) Personal Damages : {>= $1,000,000} National Consumer Harm : {>= $1,000,000} ( both previously defined they remain unchanged ) 7. REQUESTED ACTIONS Request CFPB to : initiate full investigation enforce an immediate freeze on collection/foreclosure require proof of ownership and servicing authority require full audit trail refer ownership discrepancies to SEC refer deceptive practices to FTC refer VA-loan violations to the VA compel national remediation levy civil penalties declare the platform systemically unreliable review XXXX XXXX as core compliance failure 6. DAMAGES ( DIRECT + SYSTEMIC ) Personal Damages : {>= $1,000,000} Based on : unlawful servicing emotional & psychological harm to a 100 % permanent & total XXXX veteran wrongful delinquency misapplied funds attempt to conceal payments refusal to validate systemic ledger corruption harm to credit financial duress long-term XXXX aggravation regulatory obstruction fraud-based tort damages punitive multipliers VA harm multipliers loss of property rights attempt to foreclose using corrupted data National Consumer Harm : {>= $1,000,000} Based on : systemic ledger corruption widespread record unreliability VA-loan harm misapplied payments national pattern in CFPB database XXXX XXXX deceptive ownership practices consumer fraud inability to correct system errors 7. REQUESTED ACTIONS I request that CFPB : initiate a full investigation into NewRez/ShellpointXXXX issue an enforcement hold preventing any foreclosure activity require production of the complete servicing file require production of the ledger audit trail require production of ownership/authority documentation review systemic VA-loan servicing failures review the XXXX XXXX compel NewRez to correct all corrupted data require national remediation for borrowers assess civil penalties refer VA-loan violations to the Department of Veterans Affairs refer ownership contradictions to the SEC refer systemic deception to the FTC refer financial harm to DOJ if appropriate XX/XX/XXXX Call NewRez I'm sorry who are you? 

Participant I'm calling from Shell point mortgage service and compliance department, but I didn't approve for you to You Yup Participant record the call You Oh, that's one for and I'm in Tennessee. I don't really care what you think.

Participant OK You So what do you have to say?

Participant OK, I'm at this point. I'm not cause I didn't approve for the car to be recorded.

You Last unfortunate I'm in Tennessee. I'm allowed to do that. It seems like maybe you have something that you wan na hide is that correct?

Participant No, I'm not hiding anything, sir You Well, apparently you're you're hiding my November payment that I made where is that payment?

Participant OK to further assist, sir could you verify your mailing address and the last four of your social?

You Well, tell me what you want first Participant OK once you verify once we go to the You No, it doesn't work that way no no no Participant verification process and I can let you know OK well I can't continue the conversation I won't be able You That's good bye-bye Participant to continue

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