Consumer complaint received 2025-06-04 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
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: AZ

Complaint narrative:
Federal Trade Commission ( FTC ) Consumer Complaint Federal Trade Commission Consumer Response Center XXXX XXXX XXXX XXXX XXXX  XXXX DC XXXX https : //reportfraud.ftc.gov Date : XX/XX/year> Submitted by : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX XXXX : XXXX Phone : XXXX * Please ensure that my identity is protected to the fullest extent allowed by federal consumer protection laws. * Subject : Formal Complaint Against Shellpoint Mortgage Servicing for Violations of FDCPA, RESPA, TILA, and FTC Act To Whom It May Concern, I am filing this formal complaint against Shellpoint Mortgage Servicing ( NewRez LLC d/b/a Shellpoint Mortgage Servicing ) for practices that I believe constitute violations of the Fair Debt Collection Practices Act ( 15 U.S.C. 1692 et seq. ), the Real Estate Settlement Procedures Act ( 12 U.S.C. 2601 et seq. ), the Truth in Lending Act ( 15 U.S.C. 1601 et seq. ), and Section 5 of the Federal Trade Commission Act, which prohibits unfair or deceptive acts or practices in commerce. 

Shellpoint begins every customer calleven when the borrower is not in defaultwith the following statement : Newrez LLC dba Shellpoint Mortgage Servicing is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. This blanket use of intimidating and legally charged language is psychologically coercive and unnecessary, especially for non-delinquent inquiries such as HELOC checks, balance inquiries, or account servicing issues. 

I have experienced emotional distress and repeated procedural abuse due to Shellpoint 's : - Failure to provide direct contact access to critical departments such as Second Liens. 
- Misinformation, contradictory timelines ( ranging from 2 to 30 days ), and repeated routing of calls with no resolution. 
- Misrouting of HELOC checks to the wrong address after lengthy delays. 
- False representation that after submitting initial documentation, I would be able to make online HELOC withdrawalswhen in fact I had to restart the entire process via physical mail. 
- Requirement to mail address update requests to a P.O. Box with no confirmation, tracking, or accountability : Shellpoint Mortgage Servicing, XXXX XXXX XXXX, XXXX, SC XXXX. 
- Denial of all fee reversalseven when Shellpoint is at fault. 
- Service transfers from my original lender without my consent, trapping me with this abusive servicer for multiple loans. 

Each call to Shellpoint is a grueling, multi-hour ordeal that leaves me emotionally exhausted, stressed, and anxious. It affects my well-being and disrupts my life. These are not isolated incidentsthey are systemic, and they show a pattern of disregard for lawful, ethical servicing standards. 

I respectfully urge the FTC to : 1. Investigate Shellpoint for unfair, deceptive, and abusive practices under FDCPA, RESPA, and the FTC Act.

2. Require Shellpoint to modernize and audit its customer service practices.

3. Prohibit Shellpoint from using debt collection disclosures on non-collection calls.

4. Mandate Shellpoint to provide email and online alternatives for servicing requests. 
5. Impose penalties, and require financial restitution for consumers subjected to their practices. 

My loans were involuntarily transferred to Shellpoint, and I am now forced to endure their hostility across multiple accounts. I am not only requesting regulatory enforcement, but also financial restitution for the time, emotional damage, and procedural negligence I have suffered. 

Thank you for your attention to this matter and for protecting consumers like myself from servicers who weaponize process to oppress the very people they are meant to serve. 

Respectfully, XXXX XXXX

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