Consumer complaint received 2026-03-10 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
For the last 65 days I have been trying to get written approval from ShellPoint, NewRez to add a 3rd lien to my property. My Loan contract states that I must get written approval to do so, or my loan could go into default. I have sent this request in writing via US Postal Service, I have emailed the request to ShellPoint Loan Servicing, NewRez Loan servicing, ShellPointe Research Team, XXXX XXXX the Escalation Supervisor, XXXX XXXX Customer Service Supervisor and filed XXXX formal complaints and to date all I have received was a message yesterday XX/XX/year> closing my formal complaint stating that I spoke with someone on XX/XX/year> and was provided the answer to the 3rd lien question. On XX/XX/year> I spoke with a Customer Service Representative who told me that there was no one that I could speak with that could help me and that my formal complaint had been reassigned to someone else and as a result that effectively gave Shellpoint another 30 days to respond and there was nothing more that anyone else could do. Below is a list of dates that I have been in contact with Shellpoint in an effort to get this simple request resolved to no avail. XX/XX/year> Initial request for written approval XX/XX/year> I was advised by a ShellPoint Representative that I needed to send in several documents to the Subordination Debt and provided an email address to send them to. ( The documents were sent on the same day via the ) XX/XX/year> a followup email was sent XX/XX/year> a followup email was sent along with a call XX/XX/year> advised that the email and documents to the subordination Debt was not necessary as a simple written request for permission for 3rd lien was needed not an actual subordination. The request was sent to ShellPoint and NewRez Loan Servicing Departments. XX/XX/year>, XX/XX/year>, XX/XX/year> followup emails were sent XX/XX/year> I spoke with XXXX XXXX the Escalation Supervisor she assured me that I would get a call back from her no later than XXXX hours ( it never happened and when I called her she never returned my calls or emails ) I also filed a formal complaint and spoke with XXXX XXXX who claims to have escalated my complaint. XX/XX/year> I called XXXX again and was placed on hold for an excessive amount of time with no voicemail option and hung up. XX/XX/year> I called XXXX and was able to leave a voicemail. No response. XX/XX/year> An email was sent to 3 departments in ShellPoint and NewRez XX/XX/year> I spoke with XXXX who advised me that there was no such clause in my contract. I emailed her a highlighted copy of it while we were on the phone. She advised that she would contact the same department that advised her that the clause didn't exist to get a new response and would get back to me. To date I have called and left messages, and emailed XXXX and she has yet to respond. XX/XX/year> I also filed a second formal complaint on this date and sent a final request letter. XX/XX/year> Called Customer Service seeking assistance to no avail XX/XX/year> Called Customer Service seeking assistance and was advised that my formal complaint had been reassigned and that no one could assist me and that I needed to wait for the response from the formal complaint and that because it had been reassigned the clock started over and they had another 30 days to respond.

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