Consumer complaint received 2026-06-01 00:00:00
Product: Debt collection — Mortgage debt
Issue: Took or threatened to take negative or legal action — Seized or attempted to seize your property
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
This is a rebuttal to NewRez-Shellpoint 's response to my previous complaint. original complaint= Hello. I need to escalate this asap. I don't know if it was ill intent or negligence but my property has been placed into foreclosure fraudulently and I'm not getting anywhere trying to escalate through customer service. My issue is with New Rez/Shellpoint mortgage servicing. In the beginning of the year I contacted them to ask for temporary relief for my few commercial mortgage payments. I was directed to submit a loss mitigation application and everything would be " paused '' while the application was being reviewed. It took over a week to get the correct information on how the application needed to be submitted. At the time of speaking with the rep on the phone, the topic of a specific loan came into discussion. To avoid any issue, I made a mortgage payment on the phone with the rep while she simultaneously submitted the mortgage assistance application. This way that once the decision comes back and collection efforts restarted I wouldnt be too far behind. Well last week I was told the " deferment '' was not available because the account was in foreclosure. When I questioned if the loan wasnt in foreclosure when the assistance application was submitted, how did it go into foreclosure while the application was being reviewed. So for me to receive the response that I received a denial because the account was in foreclosure, I raised the question of how/why did they take a mortgage payment if the account was in foreclosure? To this I have yet to receive a response that makes any sense. Based on where things are : Shellpoint took a mortgage payment from me,, and submitted a mortgage assistance application simultaneously, and instead of reviewing ethically, place the account into foreclosure immediately after taking my payment and submitting my application. The company response= We have reviewed the account and confirmed that the foreclosure status was not a factor in the denial. Our records indicate the property is currently occupied by the borrower or a member of the borrowers family. Under the terms of the agreement, the property must be occupied by a tenant, not the borrower or their family. Additionally, our records show no rental income, and the property is listed for sale. The decision was based on insufficient information demonstrating that the hardship has ended, not on the foreclosure status. Once the hardship has been resolved, hardship assistance options may be available. Here is my proof, that someone is either being untruthful and negligent, either unknowingly or maliciously : XXXX The loss mitigation application was submitted at the same time a mortgage payment was accepted by the same rep as the application was taken over the phone. So clearly a payment wouldn't be taken by the servicer if they had the property marked for foreclosure would they? So when I reached out for the status, I was told as you will see, that the application was denied BECAUSE the property is in foreclosure. This is a gross violation of my consumer rights, and DUAL TRACKING is just the beginning. So payment was accepted, loss mitigation application was submitted, and this was the reply when i asked for status XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXDeferment not availableFull reinstatement required. Account is in foreclosure. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to me Good morning, I attempted to return your call but was unable to reach you. The payment made on XX/XX/XXXX was applied to the XXXX installment. At that time, your account was not blocked. As of today, you are XXXX payments past due and the loan is currently in foreclosure. XXXX Again this is the definition of dual tracking at a minimum. Clear acknowledgement that they accepted a mortgage payment, submitted the loss mitigation application and still progressed the property into foreclosure.

Company response to consumer: Untimely response