Consumer complaint received 2026-07-13 00:00:00
Product: Mortgage — VA 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: TX

Complaint narrative:
COMPLETE STATUTORY DEFAULT OF RESPA / REGULATION X ( 12 CFR 1024.36 ) Overview : This complaint is filed to document a completed, non-curable statutory violation by the mortgage servicer, Newrez LLC. The servicer has completely defaulted on its federal regulatory obligations to respond to a valid, statutory Request for Information ( RFI ) regarding loan ownership data, escrow histories, and internal financial ledger formats.

1. Timeline of Expired Deadlines and Complete Statutory Default : XX/XX/year> : A formal, statutory Request for Information ( RFI ) was transmitted to Newrez LLC via USPS Certified Mail. This RFI demanded the production of the unredacted core " System of Record '' electronic data fields, comprehensive transaction ledgers, a complete escrow account ledger, suspense ledger breakdown codes, and physical Document Custodian/Bailee tracking records. 

XX/XX/year> : XXXX certified mail tracking and a signed return receipt confirm that Newrez LLC physically received and accepted delivery of this statutory request. 

XX/XX/year> : Newrez LLC issued a written acknowledgment of receipt. 

XX/XX/year> : The original XXXX statutory deadline to produce the records under 12 CFR 1024.36 ( d ) expired with XXXX production from the servicer. 

XX/XX/year> : A XXXX statutory extension period took effect, based on an extension notice issued by Newrez LLC dated XX/XX/year> ( received by the borrower on XX/XX/year> ). 

XX/XX/year> : The XXXX extension period officially expired. This marked the absolute end of the maximum allowed XXXX federal window. Newrez LLC failed to produce any records. 

XX/XX/year>, through XXXX : Newrez LLC has failed to produce a single requested ledger, escrow statement, electronic data field dump, or bailee record. The extended statutory deadline has lapsed without compliance. The violation of federal law under 12 CFR 1024.36 is complete.

2. Regulatory Violations and Harm : Newrez LLC is in total statutory default of 12 CFR 1024.36. An independent chain-of-title audit reveals material discrepancies concerning the true chain of title, physical note custody, and lawful authority to service this debt. By completely withholding the raw System of Record data fields, the transactional and escrow history ledgers, and refusing to disclose the physical location or identity of the XXXX holding the note, Newrez LLC is actively concealing a cloud on the title. A mortgage servicer can not lawfully demand or collect consumer payments while systematically refusing to verify its regulatory file compliance and legal right to service under RESPA. The borrower requests that the Consumer Financial Protection Bureau immediately initiate administrative enforcement against Newrez LLC for a willful pattern and practice of non-compliance under 12 U.S.C. 2605 ( f ).

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