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

Complaint narrative:
Legal Hold Notice PRESERVE EVIDENCE Date : XX/XX/XXXX To : General Counsel, NewRez LLC ( d/b/a Shellpoint Mortgage Servicing ) XXXX ( or official GC address ) Chief Legal Officer, XXXX XXXX XXXX XXXX ( or official GC address ) Chief Risk Officer, XXXX XXXX XXXX XXXX ( or official address ) Audit Committee Chair, XXXX XXXX XXXX [ name/address ] Cc : Outside Counsel ( XXXX XXXX or listed counsel ) , Compliance Department, IT/Infrastructure, Records Custodians Re : LEGAL HOLD NOTICE Preservation of Documents, ESI, Call Recordings, and Metadata Relating to Loan No. [ XXXX ] and All Related Complaints, CFPB Filings, and Regulatory Inquiries 1. Purpose This Legal Hold Notice requires immediate preservation of all documents and electronically stored information ( ESI ) that are or may be relevant to potential litigation, regulatory enforcement, or government investigation concerning NewRez LLC ( d/b/a Shellpoint Mortgage Servicing ), its servicing of Loan No. [ XXXX ], and related issues that have been the subject of CFPB/TDFI and other regulatory complaints. Actual or reasonably anticipated litigation or regulatory inquiry exists ; preservation is mandatory. 

2. Legal Basis Preservation is required under federal and state law, including but not limited to Fed. R. Civ. P. 26 and 37 ( e ), 18 U.S.C. 1519 ( criminal sanctions for destruction/alteration of records ), and applicable regulatory preservation obligations enforced by the CFPB, SEC, and state financial regulators. Failure to preserve relevant records may result in sanctions, adverse-inference findings, referral to enforcement authorities, and criminal exposure. 

3. Immediately Preserve ( Scope ) Preserve all relevant materials whether in active systems, archived storage, backups, shadow copies, XXXX services, mobile devices, chat systems, voicemail, or third-party vendor platforms including but not limited to : Account & Transaction Records Complete transaction histories, integrated servicing ledgers, suspense/unapplied payment records, escrow histories, payment posting logs, and all versions of account statements for Loan No. [ XXXX ] ( from XX/XX/XXXX to present ). 

Call & Voice Records All inbound/outbound call recordings, call metadata, transcripts, IVR logs , and quality-assurance notes that reference the loan, the borrower ( XXXX XXXX ), or CFPB complaint IDs. 

Communications All emails, text messages, XXXX messages, internal tickets, and correspondence ( including attachments ) referencing the borrower, loan number, CFPB complaints, TDFI/other regulator contacts, or any of the attached exhibits. 

System & Audit Logs Database logs, audit trails, XXXX  submission logs, XXXX node edits, reconciliation reports, database modification timestamps, user IDs responsible for edits, hashes, backups, and any change/delete events. 

Vendor & Third-Party Records Records held by vendors ( call-recording providers, MSP platform providers, XXXX hosts, backup vendors, auditors ) concerning the loan or related complaints. 

Compliance & Legal Files All internal compliance reviews, investigation notes, escalation memos, Board materials, committee minutes, legal-department memos , regulatory correspondence ( drafts and final ), and any communications with outside counsel regarding these matters. 

4. Custodians Preserve all materials from the following custodians ( including but not limited to ) : XXXX XXXX ( CEO ) XXXX XXXX ( CFO/CAO ) XXXX XXXX ( Chief Legal Officer ) XXXX XXXX XXXX ( Head of Risk ) Compliance, Customer Care , Collections, Servicing Ops, IT, Audit, Investor Relations, and any named employees or agents that have handled Loan No. [ XXXX ] or related CFPB submissions. 

5. Suspension of Deletion / Alteration You are instructed to suspend any automatic deletion, overwriting, rolling-off, patching, purging, or other alteration of relevant data in live systems, backups, archives, and third-party platforms until further written notice. This includes disabling any auto-archival or data-retention jobs that could modify timestamps, hashes, or content. 

6. Confirmation & Certification Within seven ( 7 ) business days of receipt of this Notice, please confirm in response to the complaint through CFPB portal. 
a ) The legal hold has been implemented ; b ) The list of named custodians and systems is being preserved ; and c ) The company has taken steps to suspend any scheduled deletions or overwrites. 

Provide the name and contact information of the person ( s ) responsible for the preservation in each business unit ( Legal, IT, Compliance ). If you decline to implement preservation, identify with specificity the categories you refuse and explain the legal basis. 

7. Consequences of Non-Compliance Please be advised that any deletion, alteration, or failure to preserve relevant documents or ESI after receipt of this Notice may constitute spoliation and subject the company and responsible individuals to remedies including : court sanctions, adverse-inference instructions, monetary sanctions, referral to regulatory or criminal authorities ( including CFPB, SEC, DOJ ) , and use of spoliation as evidence of consciousness of guilt. 

8. Production / Next Steps This Notice does not waive any rights. If counsel is retained by the company or if you have outside counsel already handling these matters, please provide counsels contact information. I ( and/or my counsel ) will be requesting formal production of preserved materials and a written preservation certification as the matter proceeds.

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