Consumer complaint received 2026-05-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
Newrez LLC dba Shellpoint Mortgage Servicing has manufactured a fictitious mortgage delinquency on our account through a sequence of accounting errors that Shellpoint has now acknowledged verbally on three separate calls. Shellpoint has reported false adverse information to consumer reporting agencies, damaging our credit. In XX/XX/XXXX, our mortgage was transferred from XXXX XXXX back to XXXX, serviced by Shellpoint. Shellpoints own Payment History shows that on XX/XX/XXXX, Shellpoint posted two transactions to our account with a XX/XX/XXXX due date : a Principal Adjustment of {$4700.00} and a Regular Payment of {$4800.00}. Neither corresponded to any payment we made. On XX/XX/XXXX, Shellpoint representative XXXX confirmed that the {$4700.00} was a misapplied payment from another customer. Also on XX/XX/XXXX, a Shellpoint representative called my wife and instructed her not to make a XX/XX/XXXX payment, stating that our first payment was due XX/XX/XXXX. This instruction was consistent with what XXXX own system showed at that moment. We followed the instruction and set up autopay for late XXXX. XXXX January 7, 2026 monthly statement showed XXXX XXXX of {$0.00} and XXXX XXXX XXXX of {$4800.00} ( XXXX payment ). The XX/XX/XXXX statement again showed Overdue Payment of {$0.00}, with Contractual Due Date of XX/XX/XXXX. Both statements, in writing, confirmed our account was current. On XX/XX/XXXX, without notice to us, Shellpoint executed XXXX reversal and re-application transactions, backing out the XX/XX/XXXX entries and retroactively reassigning our XX/XX/XXXX payment from its original XX/XX/XXXX due date to a XX/XX/XXXX due date. This created the false appearance of a missing payment. Shellpoint then assessed late charges and initiated aggressive collection contacts, including a XX/XX/XXXX call from a representative named XXXX XXXX who suggested another employee could lose his job if a recording confirmed misinformation had been given. On XX/XX/XXXX, Shellpoint representative XXXX XXXX called and informed my wife that he had discovered our XX/XX/XXXX payment had been misapplied to principal rather than the regular monthly obligation, further inflating the apparent delinquency. XXXX XXXX submitted tickets to correct the misapplication and reverse late fees. On XX/XX/XXXX, representative XXXX acknowledged the original misapplied third-party payment, reversed remaining late charges, but informed us that adverse information had already been furnished to consumer reporting agencies and that further late charges would accrue if we did not pay an amount Shellpoint now claims is overdue. We have made every monthly payment Shellpoint instructed us to make, on time. The delinquency exists only because Shellpoint reversed its own bookkeeping three months after the fact and reassigned our timely payments to artificial earlier due dates. Shellpoints own contemporaneous monthly statements confirm our account was current. Shellpoints own representatives have admitted the underlying errors verbally on three separate calls. On XX/XX/XXXX, we sent Shellpoint a Notice of Error and Request for Information under RESPA, 12 C.F.R. 1024.35 and 1024.36, by certified mail. We are filing this CFPB complaint in parallel. We have also notified the Georgia Department of Banking and Finance.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation