Consumer complaint received 2026-04-22 00:00:00
Product: Mortgage — Conventional home mortgage
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: FL

Complaint narrative:
Complaint Against Mortgage Servicer Shellpoint / NewRez I am submitting this complaint regarding the mishandling of my mortgage loans by Shellpoint ( NewRez ). I am currently facing foreclosure status due to ongoing servicing errors, inconsistent communication, and failure to properly manage my account. This situation is not the result of borrower negligence. I have made repeated good-faith efforts to remain compliant and resolve issues, but I have been unable to do so due to the servicers actions. Summary of Issues : Conflicting and Inconsistent CommunicationI have received different and contradictory information from multiple representatives regarding payment amounts, due dates, and available options. Most recently, I was told payments for certain properties were due at the end of the month, which conflicts with prior guidance. This inconsistency has made it difficult to determine how to bring my account current. Investor Review Timeline InconsistencyI was informed that requests submitted to the investor would take XXXX hours to XXXX week for a response. However, I later received what appeared to be an immediate denial of options such as waiving fees, allowing payment of approximately {$6000.00}, or deferring default interest to the end of the loan. This raises concern as to whether my request was actually submitted for proper investor review. Misapplied and Incorrect Payment RecordsThere are payments reflected on my account that I did not authorize or apply. These discrepancies have not been clearly explained and have negatively impacted my account status. Inability to Make Payments Due to System IssuesI attempted to make payments but was unable to do so because the online system reflected incorrect balances ( for example, showing approximately {$7000.00} due when my expected payment was significantly lower ). This directly prevented me from making timely payments. Failure to Provide Timely Payoff StatementsI requested a payoff statement related to a property sale, but it was not provided within the expected timeframe, impacting my ability to complete the transaction. Escrow and Refund IssuesAn escrow-related refund that I was expecting was not delivered and is only now being investigated after delay. Loan Modification Uncertainty While in Foreclosure StatusI have been told that a loan modification is my last available option, yet it continues to be described as not guaranteed and if approved, without clear timelines or direction, while foreclosure activity remains active. Foreclosure Status Due to Servicer-Related IssuesI am currently in foreclosure status despite the fact that the issues leading to this situation were caused by servicing errors, lack of accurate account information, and inability to make payments due to system discrepancies. Requested Resolution : A full audit and correction of my account, including all payment applications Written confirmation of the correct amount due for each loan Removal of improper fees, penalties, and default interest caused by servicing errors Immediate pause or suspension of foreclosure activity while this matter is under review Clear and consistent communication from a single, designated point of contact Resolution of escrow discrepancies and issuance of any owed refunds I am willing and able to bring my account current. However, I can not do so under conditions where accurate information and proper servicing are not being provided. This matter is urgent, as my properties and financial stability are at risk due to circumstances outside of my control.

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