Consumer complaint received 2026-04-26 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — Delays with the closing process
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
This rebuttal is submitted to formally correct the record and respond to materially inaccurate, misleading, and incomplete statements made by NewRez Mortgage Company. NewRezs response relies on half-truths, retroactive rationalizations, and the omission of material facts. The attached documentary evidence establishes that the delays in closing were caused by NewRezs own servicing failures, ineffective internal coordination, and deficient communicationsnot by any failure, delay, or lack of cooperation on my part. Further, the facts described below raise serious concerns regarding NewRezs compliance with its mortgage servicing obligations, its duty of good faith and fair dealing, and the prohibition against unfair, deceptive, or abusive acts or practices ( UDAAP ) under applicable federal consumer protection laws. ________________________________________ 1. Shifting Documentation Requirements and Servicing Failures NewRez improperly attributes delays to alleged documentation deficiencies by the borrower. Each time documentation was requested, I complied promptly and in good faith. However, weeks after submission, NewRez repeatedly rejected previously submitted documents based on new or undisclosed requirements that had not been communicated at the time of the original request. This pattern reflects deficient servicing practices, including inadequate intake controls, poor document review standards, and ineffective borrower communications, all of which are inconsistent with reasonable servicing expectations. I had a previous loan from NewRez, loan number XXXX, for my condo. The loan process went smoothly and closed very quickly. So naturally, I thought very highly of the company and decided to get another one. This time, in XXXX, I entered into a nightmare. I had to fill out 2 applications for this condo loan, plus go through 2 closings. The first application, I started in XX/XX/XXXX. I worked with XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. I submitted all documentation as asked. I increased the Flood Insurance amount as requested. I paid for pictures as instructed. Then I was told I should close around XXXX. I was totally confused when XXXX XXXX said I had to start a new application. I had to pay for more pictures and increase the flood insurance on my Condo. WHY? Because the XXXX XXXX did not approve of the application. I do not know the reason they did not approve of it. I do not even know what or who this organization is. I contacted the Insurance company once again with a new flood insurance number. I told NewRez that every time I change information, XXXX XXXX charges me a freaking fee. I sent in all documentation to NewRez as instructed. However, I was later informed weeks later on XX/XX/XXXX that all pages of bank statementsincluding blank pageswere required. This requirement was not disclosed initially. A mortgage servicer can not reasonably impose retroactive documentation standards and then attribute resulting delays to the borrower. For example, the XXXX information is just one example. It was sent on XX/XX/XXXX, but I had to go back and resend it because I got instructions from XXXX to redo all bank statements. So any and all previous bank statements had to be redone. This was a lot of work. I started the loan process in XX/XX/XXXX and closed approximately 5 months later in XX/XX/XXXX. ________________________________________ 2. Defective Document Submission Infrastructure NewRez further attempts to attribute the delay to document submission issues while ignoring its own system failures. I made repeated, good-faith attempts to upload documentation through NewRezs online portal. On numerous occasions, the portal failed to function properly, loading indefinitely for 15 minutes or more without completing uploads. I told NewRez several times that their portal was not functioning correctly. I kept getting error messages. I would close it down and reboot, but it still messed up. I even sent a screenshot to XXXX to show that I tried to upload the documents that she needed. I said the portal is not working again. It keeps going around in a circle for over 15 mins. She later told me she could not get the statements needed from a screenshot. DUH, no kidding, XXXX. A screenshot ( or screen grab ) is just a digital image of the current display on a computer screen, acting as a " photo '' of what you see. A servicers failure to maintain a reliable document submission system can not lawfully be shifted onto the borrower. Systemic portal failures constitute an internal servicing deficiency, not borrower inaction. ________________________________________ 3. Material Misrepresentation Regarding IRS Payoff Letter Responsibility NewRezs claim that the delay resulted from my alleged failure to obtain an IRS payoff letter is materially false and misleading. Email correspondence attached to this rebuttal proves that for approximately XXXX month and a half, NewRez affirmatively represented that it would obtain the IRS payoff letter directly. During this period, I was repeatedly advised that NewRez was coordinating with XXXX XXXX of Mortgage Connection to secure the required documentation. I had to fill out forms for XXXX XXXX permitting him to get the payoff letter. See XX/XX/XXXX email. On XX/XX/XXXX, XXXX asks me for a formal IRS letter. Representing that NewRez would obtain the payoff letter while later blaming the borrower for delay constitutes a misrepresentation of servicing responsibilities and raises concerns under UDAAP prohibitions against deceptive acts or practices. ________________________________________ 4. Borrower Cooperation Disregarded At the request of XXXX XXXX, I completed authorization forms specifically intended to facilitate NewRezs efforts to obtain the IRS payoff letter. I complied fully, promptly, and without qualification. Despite this cooperation, NewRez failed to obtain the payoff letter and finally told me that I had to get it. Time consumed during this period resulted solely from NewRezs ineffective execution and inter-party coordinationnot borrower conduct. Attempting to recharacterize this period as borrower delay is false and unsupported by the record. ________________________________________ 5. Late Disclosure of Borrower Obligation and Unavoidable IRS Constraints It was not until XX/XX/XXXX, that NewRez first informed me that I was personally required to obtain the IRS payoff letter. Upon receipt of this instruction, I acted immediately. NewRez is presumed to understand that the Internal Revenue Service requires in-person appointments for issuance of payoff letters and that appointment availability is strictly controlled by the IRS. I have no authority over IRS scheduling or processing timelines. Nevertheless, I obtained the payoff letter at the earliest appointment made available. Blaming the borrower for delays caused by known and unavoidable government processing constraints further reflects a lack of good-faith servicing. ________________________________________ 6. UDAAP, Servicing, and Good-Faith Concerns The conduct described above raises significant regulatory concerns, including but not limited to : Deceptive practices, by representing that NewRez would obtain the IRS payoff letter while later attributing delay to borrower inaction Unfair practices, by imposing undisclosed or shifting documentation standards and penalizing the borrower for noncompliance with unstated requirements Servicing deficiencies, including faulty systems, ineffective document review, and poor inter-party coordination Violation of the duty of good faith and fair dealing, by attempting to reassign responsibility for NewRezs internal failures after the fact. Collectively, these actions exhibit a pattern inconsistent with reasonable mortgage servicing standards and consumer protection obligations. ________________________________________ Conclusion As I previously notified NewRez Mortgage Company , the pattern, duration, and effect of the delays in my loan closing support a reasonable conclusion that these delays were not incidental, but the product of NewRezs servicing failures and internal breakdowns. NewRez Mortgage Company delayed my loan closing, which caused the IRS payoff amount to increase. This increased the total payoff NewRez required and raised my closing costs, causing me financial harm. The documentary record establishes that the delays in closing were the direct result of NewRezs internal failures, miscommunications, and servicing breakdowns. At no point did I fail to act when provided with clear, accurate, and complete instructions. Attempts by NewRez to shift blame to the borrower are contradicted by contemporaneous written evidence and appear to be a post hoc effort to deflect accountability. I respectfully request that this rebuttal and supporting documentation be given full consideration and that NewRezs prior statements be evaluated in light of the complete factual record and applicable regulatory standards.

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