Consumer complaint received 2026-03-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: MI

Complaint narrative:
Complaint Against : NewRez LLC d/b/a Shellpoint Mortgage Servicing My name is XXXX XXXX. I am filing this complaint regarding the servicing and foreclosure actions taken by NewRez LLC, doing business as Shellpoint Mortgage Servicing, in connection with my home mortgage. I believe the servicer engaged in improper and potentially unlawful mortgage servicing and foreclosure practices. I previously submitted a written request for information regarding my loan account and foreclosure activity. Shellpoint Mortgage Servicing did not respond within the required 30-day period as required under federal mortgage servicing regulations. In addition, several aspects of the foreclosure process raise serious concerns regarding compliance with federal mortgage servicing rules and proper notice requirements. Key Issues and Concerns Failure to Respond to Written RequestI submitted a written request for information regarding my loan servicing and foreclosure activity. Shellpoint did not respond within the legally required timeframe. Lack of Proper Foreclosure NoticesI did not receive proper written notice that foreclosure proceedings had been initiated, nor was I provided notice of the sheriffs sale of the property. No Notice of Loan Modification DefaultI was not provided written notice stating that I had defaulted on my loan modification agreement prior to foreclosure proceedings moving forward. Payments Accepted During Foreclosure ActivityShellpoint accepted multiple loan modification payments while foreclosure activity was ongoing. Despite accepting five modification payments, the foreclosure still proceeded. Misapplied or Unapplied PaymentsMy transaction history reflects multiple payments categorized as unapplied. This raises concerns that the loans arrearage and default status may have been calculated incorrectly. Servicing Activity During ForeclosureAccount records show continued servicing activity during the foreclosure timeline, including escrow recalculations and payment adjustments effective XX/XX/XXXX after foreclosure activity had already begun. Refund Issued Immediately Before Sheriffs SaleShellpoint issued a refund check dated XX/XX/XXXX, approximately seven days prior to the sheriffs sale. This indicates the account was still being reconciled immediately before the property was sold. Notice and Ownership DiscrepanciesForeclosure and loss mitigation activity appear to have been conducted under the name XXXX XXXX XXXX, while the property title was held by XXXX XXXX XXXX. This raises concerns that legally required notices may not have been properly provided to the titled owner. Affiliated Servicer and PurchaserShellpoint operates as NewRez LLC d/b/a Shellpoint Mortgage Servicing. The property was reportedly sold to NewRez, raising concerns regarding a potential conflict of interest where the loan servicer foreclosed and an affiliated entity acquired the property. Requested Resolution I am requesting a full investigation into the servicing and foreclosure practices related to my mortgage loan, including : A complete servicing history of the loan Documentation of all foreclosure notices allegedly sent Accounting of all payments received and how they were applied Explanation of why payments were accepted during foreclosure activity Verification of the lawful authority to foreclose and documentation of the original promissory note I believe these actions raise serious concerns regarding compliance with federal mortgage servicing regulations and consumer protection laws. I respectfully request that the CFPB investigate this matter and require the servicer to provide full documentation and explanation of their actions. Sincerely, XXXX XXXX

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation