Consumer complaint received 2025-11-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: TN

Complaint narrative:
Filed : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX Consumer : XXXX XXXX Loan Type : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX NewRez LLC XXXX XXXX NewRez ), Shellpoint Mortgage Servicing XXXX. What Happened I am filing this complaint because my entire mortgage account has collapsed, and the servicing platform used by XXXX XXXX XXXX, NewRez LLC, and Shellpoint Mortgage Servicing is producing contradictory, corrupted, and unrecoverable loan data in real time. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I documented the following failures across both NewRez and Shellpoint portals, which share the same core database : My due date changes repeatedly between : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ( Next Coupon Date ) XX/XX/XXXX ( earlier XXXX  date ) My past due amount changes between : {$0.00} {$3900.00} {$5000.00} My late fees appear and disappear, including a {$1000.00} Late Charge even though I paid before the due date. 

My escrow balance is negative ( {$2700.00} ) with no explanation. 

The system reports XXXX different Last Paid Due Dates : XX/XX/XXXX ( false ) XX/XX/XXXX ( true based on payment ) The servicer attempted to force me to accept a {$1000.00} late fee through the Make a Payment screen, even though I am not late, which is illegal on a VA loan. 

The NewRez portal and Shellpoint portal display simultaneous but conflicting data about my : due date payment status late fees escrow delinquency coupon date unapplied balance past-due history This shows that the entire servicing engine is malfunctioning, with modules overwriting each other and generating synthetic due dates that do not exist in my contract. 



XXXX. Why This Is Illegal These failures violate multiple federal laws, including : RESPA ( 12 U.S.C. 2605 ) Regulation X ( 12 C.F.R. 1024.35, 1024.38 ) UDAAP ( 12 U.S.C. 5531 ) VA Mortgage Servicing Rules ( 38 C.F.R. 36.4315 ) Fair Credit Reporting Act ( 15 U.S.C. 1681 ) CFPB Mortgage Servicing Rules ( 2014 Final Rule ) Prohibition on unearned fees ( CFPB Bulletin 2013-07 ) Under these laws, servicers must : maintain accurate, retrievable loan records correctly apply payments maintain accurate escrow accounting ensure accurate delinquency reporting refrain from assessing unearned late fees provide consistent data across platforms avoid false representation of debt avoid dual-portal contradictions maintain systems that do not produce synthetic due dates The violations documented today show that none of these obligations are being met. 



XXXX. Why This Is Catastrophic The evidence now shows : My loan data is corrupted beyond repair. 
The platforms records contradict themselves. 
The servicer can no longer calculate my true payment or delinquency. 

A loan becomes unserviceable when : escrow is corrupted past-due values change from screen to screen due dates shift synthetic Next Coupon Dates appear late fees populate without basis the borrower is told they are late when they are not XXXX portals show XXXX different loan statuses default logic contradicts itself the ledger can not be reconstructed This is happening live, right now, and is visible in every screenshot provided today. 

This is a full platform collapse. 



XXXX. The Harm to Me XXXX XXXX  Veteran, XXXX XXXX XXXX XXXX XXXX  ) I am a XXXX homeowner and a XXXX XXXX XXXX XXXX XXXX XXXX  veteran. 

This corrupted servicing platform has caused : emotional harm financial instability the threat of wrongful foreclosure the inability to obtain accurate account information XXXX distress that exacerbates service-connected conditions fear and uncertainty because the servicer can not tell me my correct payment forced exposure to illegal late fees contradictory delinquency statuses loss of trust in the servicers ability to manage my loan reliance on inconsistent, false, or impossible data XXXX courts routinely assess enhanced damages for XXXX-veteran harm, especially where VA protections have been violated. 



XXXX. What I Want I am requesting : {>= $1,000,000} in individual damages Reflecting : financial harm emotional and XXXX  harm XXXX-veteran harm multiplier XXXX years of ongoing errors imminent wrongful foreclosure risk permanent data corruption VA-loan-specific statutory violations systemic reckless servicing practices {>= $1,000,000} in national restitution This platform is failing across thousands of borrowers. 
A system that produces synthetic dates, mismatched portals, and contradictory delinquency statuses can not legally service mortgages. 

I am requesting that the CFPB : Declare the Rithm/NewRez/Shellpoint servicing platform unserviceable Order a system-wide audit Require full remediation or extinguishment of loans with corrupted data Impose civil monetary penalties Refer the matter to : VA Loan Guaranty Service FTC State Attorneys General DOJ ( Servicemembers protections ) XXXX. Summary On XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX, the XXXX/NewRez/Shellpoint servicing platform : produced contradictory due dates assessed illegal late fees created non-existent coupon dates generated conflicting delinquency values misreported escrow contradicted itself between XXXX portals attempted to draft unearned charges malfunctioned across every data category This is not a consumer dispute. 
This is a systemic servicing failure. 

No borrower especially a XXXX veteran should be subjected to a platform that can not calculate a correct payment, correct due date, or correct delinquency. 

I request immediate enforcement action.

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