Consumer complaint received 2026-05-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
New Rez acquired my loan from Caliber Home Loans back in XXXX XXXX. At the time we were finishing up a construction project to convert a single family home into 2 condo units. Caliber was the lender and when they got acquired by New Rez, New Rez took over the loan. Once New Rez took over the loan, our project was already complete but the mortgage was not separated to accommodate 2 units. In XXXX of XXXX, I started the process to engage the partial release department at New Rez in order to request a partial release of the property. I spent weeks going back and forth on documents and finally got to a good spot where they had everything they needed. I informed New Rez in XXXX that the homes would be going up for sale and requested that we expedite the process before a buyer was identified. I followed up at least weekly via email and called the main customer service number as well to stay on top of requests from them. On XX/XX/XXXX, we had a buyer with a signed contract for one of the units and I immediately sent and email to the partial release dept and they acknowledged receipt on XX/XX/XXXX. I've been following up weekly for an update and kept hearing that all documentation was submitted and to wait further instructions. I also informed them that XX/XX/XXXX was the closing date and we really needed to have this resolved by then. Call after call, email after email, and nothing. I would get a response about once a week saying they are working on it and there is no escalation path for me to get any help. It is now XX/XX/XXXX and I'm at risk of losing my buyer because New Rez is now saying that they don't have all the documentation, like the sales contract, which I have proof of sending and an email from them acknowledging receipt. I sent an email back to them with those emails attached but of course nothing. They are telling me I can't close because it's going to take another 6-8 weeks for their folks to approve which makes no sense because they have had all documentation since XXXX. There is no accountability here and as a consumer this is completely unacceptable. I have read other comments online from others who have had similar experiences with them. I don't understand how they are able to do business this way. No follow up to their customers, claiming they need documentation that I've already sent, and now leaving me with potential loss of a buyer who really wants the property. I have never had a situation like this from any other lender I've dealt with. What's most shocking is there is no escalation path or human to talk to that can help me. This amounts to a failure on New Rez 's part to do a timely process for partial release, especially since this has been going on since XX/XX/year>. This is going to cause me material financial harm and potential damages from failing to close.

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