Consumer complaint received 2025-10-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: NC

Complaint narrative:
I am filing this formal complaint against Newrez LLC d/b/a Shellpoint Mortgage Servicing for multiple violations of federal and North Carolina mortgage servicing laws , including dual tracking, refusal to accept payments, and failure to provide timely loss mitigation decisions. 
Since XX/XX/XXXX, I have submitted four complete forbearance applications due to documented financial and medical hardship. Each application included all required financial, income, and hardship documentation. Despite this, Shellpoint repeatedly delayed responses, requested duplicate documents, and failed to issue any written decision. 
While my fourth complete application ( XX/XX/XXXX ) was confirmed as under review, Shellpoints foreclosure attorney sent a Notice of Foreclosure dated XX/XX/XXXX, received on XX/XX/XXXX. This is a clear case of illegal dual tracking under 12 CFR 1024.41 ( f ), which prohibits foreclosure activity while a complete loss mitigation application is pending.

At the same time, Shellpoint blocked my online account and refused to accept even partial payments. I made multiple written and verbal offers between October 1524, 2025, to make good faith payments, but was told, as per company policy, I can not accept payments. This refusal appears intended to accelerate delinquency and justify foreclosure despite my willingness and ability to pay. 
Shellpoints conduct has caused severe emotional and financial distress. My wife and I are both over XXXX XXXX XXXX, each with serious medical XXXX. On XX/XX/XXXX, I was hospitalized for a XXXX and XXXX emergency. Even after being informed of my hospitalization, Shellpoint continued to send duplicate document requests and conflicting lettersone claiming the account was under review, and another advancing foreclosure. 
This pattern of misconduct constitutes violations of RESPA/Regulation X ( 12 CFR 1024.41 ), Dodd-Frank UDAAP provisions, Fair Housing Act protections for elderly and XXXX homeowners, and North Carolinas Unfair and Deceptive Trade Practices Act ( GS 75-1.1 ).

We are not seeking forgiveness or special treatmentonly the opportunity to make payments and avoid unnecessary foreclosure while recovering from documented hardship. I am scheduled to begin part-time employment in XX/XX/XXXX and will be able to resume regular payments at that time. 
I respectfully request NCCOBs urgent intervention to : 1. Require Shellpoint to cease all foreclosure activity immediately ; 2. Issue a written decision on my pending forbearance application ; 3. Remove payment restrictions and allow me to make payments ; 4. Grant a temporary forbearance ( 36 months ) to recover medically and financially ; and 5. Investigate Shellpoints practices for systemic violations affecting elderly and XXXX North Carolina homeowners. 
Shellpoints actions are not only illegal but morally unacceptable, targeting vulnerable borrowers who have demonstrated good faith. My wife and I simply ask for fairness, accountability, and the chance to keep our home.

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