Consumer complaint received 2026-06-29 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: TX

Complaint narrative:
b'I have been the subject of nothing less than an unrelenting attack for 1 1/2 years by Shellpoint Newrez my mortgage servicer. There has been no relationship to my experience and the duties of mortgage servicers that are primarily outlined under the federal Real Estate Settlement Procedures Act (RESPA) and governed by the Consumer Financial Protection Bureau (CFPB)servicers are bound by strict legal requirements. \nPayment Processing ; Accurately and promptly crediting your monthly payments as soon as they are received.\nError Resolution: Investigating and correcting mistakes when borrowers submit written notices of error. Servicers are required by law to acknowledge requests within 5 days and resolve errors within 30 to 45 days.\nLoss Mitigation: Assisting borrowers who are struggling to make payments by properly evaluating applications for loan modifications, repayment plans, or other relief alternatives before initiating foreclosure. \nClear Communication: Providing periodic statements, notifying borrowers of any transfer of loan servicing rights, and answering account questions without unnecessary delay. \n\nI purchased a home in XXXX XXXX with excellent credit. Before the end of the year I was contacted by Shell Point that they were taking over the servicing. The only thing communicated clearly was intimidation. They began demanding payments and supposedly did not receive a payment from original servicer. In the first six weeks, I made three payments. I asked a representative if exact monthly payments were received early and not specifically communicated for principle reduction would they go to the next corresponding month. She said no, they would go toward principal reduction. I followed instructions. \nI made my seventh payment by the end of XXXX. I made half of the 1st years payments in 2 six week periods. I made the XXXX payment on the XXXX month. I had received foreclosure letters. A man was sent to take pictures and intimidate me. At one year I was supposedly $8000 in default and more in late fees. They ruined my excellent credit preventing me from refinancing and escaping their attack. A representative told me I needed to send my concerns as a Notice Of Error or Qualified Written Request to XXXX. I would receive a letter saying we have received your concern and will follow up with the information you requested. I have sent many and never received answers to any. Specifically the $XXXX in default and all questions related to the blatant attack of my interests through my Escrow account. Mistakes or errors are mis management. The arbitrary creation of problems and not only the absence of communication regarding the problems but deliberate withholding of information resulting in the problem worsening or creating additional problems is why I did not receive the information. Shellpoint Newrez did not tell me that they were not legally required to provide the information unless sent via certified mail or otherwise. They responded so i would feel my concerns were received and being addressed. At 1 year in addition to the $XXXX in default I was told my payment was increasing over $XXXX and it was none of my business why. Because my $XXXX payment for XXXX did not include the $XXXX additional they sent emails and letters stating We have No Record of receipt of your money Hoursof walking representatives through verified cleared payments from bank, walking them through basic math, 12 months in a year, 1 payment per month. Claiming Insufficient funds returns contradictory to bank statements and irrelevant with verified cleared payments. I discover they are hiding the fact that they payed the entire XXXX tax bill on my behalf knowing I purchased in XXXX. When I was attempting to address the problem the title company said it was likely too late but if I provided the XXXX tax bill they would reach out to seller. Shellpoint representative after representative refused to provide me the XXXX tax bill. One finally agreed and sent me the XXXX tax bill confirming Shell Point knew the taxes in XXXX were $XXXX when they paid the $XXXX on my behalf for XXXX. My taxes in XXXX were $XXXX. My insurance is XXXX. If we return to grade school math $XXXX or $XXXX of payment. My escrow payment was $XXXX. 12 months at $XXXX is $XXXX. $XXXX per month is $XXXX. They told me they were sending me a Loan Modification Application. It is very extensive and takes a lot of time. I completed it and sent it in the pre-addressed envelope. A couple of weeks later I called this single point of contact. He said they did not receive the application. It was in a pre addressed envelope. At this point his behavior was obviously in line with the overall experience. He refused to answer simple questions. Then demanded that I do all this time-consuming work again. The only way to make the time to address the never ending demands and threats is to compromise another of ones interests, received an email saying all he needed was profit and loss statements. Then I recieve an email with a long list and no communication. I finally refused to send 12 months of bank statements for the third time. He was now un available when I called, so I called and spoke to another representative in the Loan Modification department. They told me Shell Point had received the application. I dont know why you were told otherwise. I cant provide you the information. You should be receiving a letter regarding the application. Multi layered security protocol but representatives can never tell you anything. Speaking to representative in Loan Modification department. I receive a letter saying I was denied because of loan to value, I did not meet delinquency eligibility requirements, and my hardship did not qualify. If the loan to value did not meet requisite criteria why was i forced through the application process, twice? If any measure of delinquency was requisite, why was I manipulated into the application process, twice? None of my business. The hardship, as a self employed small business owner, I was looking to grow the commercial side of the business. XXXX XXXX, con artists claiming to be a marketing company that supposedly provided many marketing services including website hosting, shut down the website and lead generation. We first discovered they changed the phone number on the website. Then discovered it was completely off line. This cost around $XXXX in sales for XXXX. Hardship is an understatement dealing with the XXXX salesman, founder, and aftermath of their destruction. Of course I received no answer from Shellpoint, to the questions regarding what qualifies and or why this did not. I realized my frustration associated with communication or ineptness was actually an orchestrated attack. Before increasing the payment over $XXXX I am at 7.8 % and $XXXX. It was none of my business how or why but they settled somewhere around $XXXX. This is the payment for an identical mortgage of $XXXX at 6% or the rate Shellpoint Newrez has denied my right to access because my mortgage is $XXXX. This is an $XXXX difference and costing me tens of XXXX of dollars. Communication is untenable. How do you communicate with an entity that is attacking you while sending letters stating we are here to help. They created an escrow problem. They communicated anothing for over a year. They then refused to provide information necessary to attempt to accurately assess and address the problem. Needless to say Shellpoint had no interest in assisting in any way. I have reached a breaking point. I cannot do this anymore. I cannot spend hundreds of hours or take the psychological abuse anymore. They have created problems and are guarding them so they will grow. They want me to suddenly be faced with a tax problem with the county. They are attempting to bury me in fines and penalties while hijacking my opportunity to refinance by ruining the excellent credit I spent my life obtaining. I needed this to recover from my business hardship. The damage they did may be irreparable at this point. Unable to access resources to repair business leads to more problems. I can easily manage a home owners insurance policy. I can easily manage a county tax bill. I cannot manage an unrelenting attack on my financial interests, my rights, and my freedom. The fragility of any financial position, in this case, working class self employed is compounded by 7.8 percent compound interest rate and cannot withstand the freedom these monsters enjoy attacking my life. Shell-point NewRez has been subject to lawsuit and or GOV agency fines that have clearly in no way deterred misconduct, if anything results are closer to aiding and abetting.'

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