Consumer complaint received 2025-11-19 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: TN

Complaint narrative:
IMMINENT HARM TO ALL BORROWERS Product : Mortgage Issue : Trouble during payment process / False delinquency / Systemic servicing failure Company : Shellpoint Mortgage Servicing ( NewRez LLC )/ XXXX XXXX XXXX XXXX 
Date Range Covered : XX/XX/year> XX/XX/year> XXXX. Summary of the Problem ( XXXX Ledger Manipulation ) Between XX/XX/year> and XX/XX/year>, my mortgage payment history at Shellpoint/NewRez changed without any new payment, disbursement, or legitimate servicing activity. 

On Day XXXX, the payment history PDF showed XXXX version of my XX/XX/year> transactions. 
On Day XXXX, a new PDF for the same loan, same period, same loan number, showed a different ledger : a new transaction line was inserted, transaction order was changed, and balances shifted without any actual payment or escrow activity. 

In other words, the past was edited in XXXX hours. 

This is not a misunderstanding ; it is XXXX contradictory, system-generated ledgers for the same dates, obtained directly from XXXX online XXXX portal on XXXX consecutive days. 



XXXX. Facts : What Changed Between XX/XX/XXXX and XX/XX/XXXX For the period surrounding XX/XX/year>, the XXXX PDFs ( downloaded on consecutive days ) show : Day XXXX ledger ( prior PDF ) : XXXX entries on XX/XX/year> : XXXX unapplied/processing entry XXXX regular payment entry Escrow, unapplied, and principal balances associated with those transactions. 

Day XXXX ledger ( new PDF, next day ) : Now there are XXXX entries on XX/XX/year> : XXXX. An unapplied entry for the full payment XXXX. A separate {$750.00} unapplied payment line that did not exist the prior day XXXX. A regular payment line Escrow balance shifts to a more negative value, even though no taxes or insurance were paid and no escrow analysis is shown. 
The principal balance remains the same, but the path to reach that number ( the sequence and classification of transactions ) is different. 

No new payments were made between the issuance of the XXXX PDFs. No reversals, no NSF, no escrow disbursements, no payoff, no modification. The only thing that changed was the content of XXXX own ledger. 

This is not a simple temporary online view issue. I have : XXXX different official Shellpoint payment-history PDFs, for the same loan, covering the same time period, downloaded on consecutive days, which do not match. 



XXXX. Why This Matters : False Delinquency & Fabricated Numbers At the same time these changes appear : The system shows me Past Due : {$5000.00} While also showing : Last payment received before the due date Payment due XX/XX/year> already covered by that payment Next coupon date advanced as if the payment cycle is current. 

That {$5000.00} past due amount is built from : My regular payment amount ( {$3900.00} ) + late charges ( {$1000.00} ) + other fees ( ~ {$75.00} ) The ledger changes from XX/XX/XXXX to XX/XX/XXXX appear designed to justify that synthetic past-due figure by recoding or fragmenting prior payments ( e.g., creating a {$750.00} partial unapplied entry that didnt exist the prior day ), instead of reflecting reality. 

This is ledger engineering, not accounting. 



XXXX. Legal Violations Implicated a. XXXX  & XXXX XXXX Payment Application & Error Resolution Under 12 U.S.C. 2605 ( k ) and 12 C.F.R. 1024.35 ( b ) ( 1 ) ( i ) ( ii ), servicers must : correctly apply payments as of the date received, and treat failures in payment application and false information about the loan status as errors requiring investigation and correction. 

By generating XXXX different histories for the same period with conflicting entries and balances, Shellpoint/NewRez are : failing to maintain a consistent, accurate payment history, potentially misapplying or mischaracterizing payments, and creating false delinquency by changing how prior payments are labeled after the fact. 

Regulation XXXX  also requires [ r ] easonable policies and procedures to ensure accurate and timely information, including proper maintenance of documents and data used for servicing. 12 C.F.R. 1024.38 ( b ). A system that produces XXXX ledger XXXX day and a different ledger the next, with no underlying transaction, is evidence of a systemic failure of those policies. 

b. Truth in Lending Act ( TILA ) & Mortgage Servicing Rules Under the TILA servicing rules and XXXX mortgage servicing regulations, periodic statements and histories must be accurate and complete. Generating XXXX incompatible versions of my payment history for the same dates is per XXXX inconsistency and undermines any periodic statement relying on that ledger. 

XXXX XXXX Unfair, Deceptive, or Abusive Acts and Practices Creating, through internal changes, a false impression that I am past due when : XXXX version of the ledger shows payments applied, another recasts them as unapplied/partial, and the past-due amount appears to be built out of re-labeled payments and extra fees, is deceptive and unfair within the meaning of the Consumer Financial Protection Act, 12 U.S.C. 5531, 5536. The consumer can not possibly understand or verify their true obligation if the lender itself can not maintain a stable, consistent ledger for even XXXX hours. 

This sort of conduct is similar in nature to practices previously found unlawful in CFPB servicing actions, where servicers misapplied payments, misrepresented the status of loans, or maintained system data that did not accurately reflect borrower performance. 

XXXX VA XXXX XXXX XXXX XXXX ( Context ) This loan is a XXXX mortgage and I am a 100 % permanent & total XXXX veteran. A VA borrower being declared past due based on a ledger that internally contradicts itself carries heightened risk of : wrongful default/foreclosure, improper fees, and improper reporting to credit bureaus. 

It also undermines the integrity of XXXXguaranteed loan performance reporting. 



XXXX. Evidence Pattern : Systemic, Not XXXX This XXXX shift is not happening in a vacuum. It is consistent with a broader pattern on my account : Repeated contradictions in phone calls about what is due and what has been paid Prior admissions by agents that large amounts ( e.g., ~ {$12000.00} ) sat in unapplied status and then disappeared from the portal Negative escrow balances that dont match disbursement history Past-due statuses despite payments made before the due date A separate incident where I was sent another borrowers foreclosure notice with their financial data blended into mine The XX/XX/year> XXXX change is not an isolated glitch ; it is a snapshot of an actively unstable servicing system that can not reliably maintain a single version of the truth. 



XXXX. Harm and Risk Because of this manipulation and data instability, I face : Artificial past due status based on a ledger that has been rewritten. 
Exposure to wrongful foreclosure activity based on corrupted or altered data. 
Potential damage to my credit if this synthetic delinquency is reported. 
XXXX stress and psychological harm, particularly as a XXXX veteran who is supposed to be protected instead of put at risk by systemic accounting failures. 

If my single loan history can be altered between XX/XX/XXXX and XX/XX/XXXX without any real transaction, it is reasonable to suspect other borrowers histories are also changing behind the scenes, especially on this same platform. 



XXXX. Requested Action by CFPB I am requesting : XXXX. XXXX and/or XXXX XXXX XXXX XXXX XXXX XXXX, specifically : How multiple versions of a payment history can exist for the same period, generated on different days, with different lines and different balances. 
Whether payment-, escrow-, and fee-posting logic is stable and accurate. 
XXXX. A requirement that Shellpoint/NewRez : Provide a complete, immutable transaction history for my loan from transfer to present, with : all transaction IDs, all system posting dates and effective dates, all reversals, all suspense/unapplied entries, and all internal adjustment codes. 
Explain in writing why my XX/XX/year> transaction set appears differently in XXXX PDFs produced on XXXX consecutive days. 
XXXX. A determination whether : The creation of a {$5000.00} past due figure is based on legitimate missed payments or is the result of post-hoc ledger manipulation and fee stacking. 
There is a pattern-or-practice of generating artificial delinquency and negative escrow through unstable systems. 
XXXX. XXXX from any foreclosure or collection activity while : these inconsistencies exist, and this case is being reviewed by CFPB, VA, and any partnering regulators. 



XXXX. Closing Between XX/XX/XXXX and XX/XX/year>, my Shellpoint/NewRez payment history changed without a single real-world payment being made. That is not a consumer issue. That is not a misunderstanding. That is a system that can not keep its own story straight for XXXX hours. 

I am asking CFPB to treat this not as a single customer complaint, but as a red-flag indicator of systemic servicing failure, especially given the VA XXXX XXXX the loan and my status as a XXXX veteran.

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