Consumer complaint received 2025-06-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
I have been trying to get NewRez ( my mortgage servicer ) to process a recast since XX/XX/XXXX. They have had my $ XXXX principal payment since XX/XX/XXXX. Today is XX/XX/XXXX. Below are the details of all the times I have contacted this company. 

I believe this company is intentionally delaying processing my recast to extract further interest payments from me. Every representative I spoke with XXXX XXXX incompetence. They could not help me, and they could not further the recast process. 

( 1 ) I chatted with online customer service ( XXXX ) on XX/XX/XXXX. We had the funds available, and I wanted to submit a request for a recast. She told me that I would need to wait for a form. She could not provide any details as to when I would receive it, or whether it would come via paper mail or email. 

( 2 ) I called customer service on XX/XX/XXXX and spoke to XXXX because nothing for our recast had been processed, and we had not received any communication. 

( 3 ) I emailed customer service ( loan XXXX ) on XX/XX/XXXX. I asked for a copy of the recast form and a status update. I never received a reply to that email. 

( 4 ) We received the form that evening. Our funds [ {$200000.00} + {$250.00} recast fee ] were wired to NewRez on Friday, XX/XX/XXXX. On XX/XX/XXXX, we faxed the SIGNED recast authorization form to NewRez. 

( 5 ) On Monday, XX/XX/XXXX, I called and spoke with XXXX of the representatives. She confirmed that NewRez had received everything required to process the recast ( the funds, the SIGNED recast authorization form, and the fee ). 

( 6 ) On Thursday, XX/XX/XXXX, I called and spoke with XXXX. She located my signed recast form in my file and again confirmed that NewRez had received everything required to process the recast ( the funds and SIGNED recast authorization form ). She said she would transfer the task to the recast department for completion. 

( 7 ) On Monday, XX/XX/XXXX, I called and spoke with XXXX. She told me she could not locate my signed recast authorization form. I explained that I had already twice confirmed that NewRez had a signed copy of the authorization. However, she shrugged off my comments and told me that I would need to resubmit it. I asked if she could transfer me to the recast department so that I could resolve this same day, and she told me that NewRez did NOT have a recast department, a direct contraction to my call the prior week. 

It is not clear to me why NewRez would have {$200000.00} of my money but would not actively process the recast. It seems intentional that they " could not find '' my signed form and yet did not reach out to me to continue the process. 

( 8 ) I resubmitted the signed recast form via online portal, via email, and via fax.

( 9 ) On Tuesday, XX/XX/XXXX, I chatted with representatives XXXX XXXX and XXXX XXXX on XX/XX/XXXX. Both of those representatives told me my recast would be completed on XX/XX/XXXX. [ Transcript attached ] ( 10 ) On Monday, XX/XX/XXXX, I chatted with XXXX XXXX, who told me first that my recast would be processed today, and then later in that same chat told me it would be processed in 1-2 days. [ Transcript attached ] ( 11 ) I was then transferred to XXXX XXXX in the chat. I requested that the recast be completed while I waited to avoid any further delays. She could not do so. She told me to " wait. '' She said it would be processed within 7 days of XX/XX/year>.

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