Consumer complaint received 2026-03-02 00:00:00
Product: Debt collection — Mortgage debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Shellpoint Partners, LLC
State: ND

Complaint narrative:
XX/XX/XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX Washington , DC XXXX XXXX RE : Mortgage Loan As of XXXX of XXXX, Shellpoint/Newrez ( XXXX XXXX XXXX ) XXXX has assumed our loan. Under no circumstances should Shellpoint/New Rez LLC , Etc. have ever and continue to report missed payments. There is none. Moreover, Shellpoint should have researched what our Qualified Written Requests repeatedly asked for regarding what we truthfully owe per the Welcome Letter from Specialized Loan Servicing ( XXXX ) XXXX ( aka XXXX XXXX ) back in XXXX. XXXX needs to answer for their predatory behavior and falsifying reportings, as does Shellpoint/New Rez LLC , Etc. now. Shellpoint are not only reporting SLSs fraudulent reporting of what the balance actually is of our loan, they are fraudulently still reporting missed payments to Credit Bureaus regarding our loan account to which we have not missed a single one. To reiterate, by all accounts, when XXXX took over from XXXX XXXX due to XXXX bankruptcy filings, reference the XX/XX/XXXX documentation that corroborates, the balance was {$89000.00}. XXXX got a lump payment from the NDHAF ( North Dakota Homeowner Assistance Fund ) program of {$39000.00} in XXXX of XXXX when XXXX was attempting to foreclose on us. This included separate additional buffers of XXXX house payments for {$940.00} each before we were to begin ourselves in XXXX of XXXX. If you subtract that from the balance of when XXXX took over with regard to no terms and note changing, our balance actually owed at that time would have been approximately {$50000.00}. Undoubtedly, it is most certainly sensationally way less now. This is what we need you to see : XXXX XXXX XXXX XXXX. We ask Shellpoint XXXX to look into this, inquire why XXXX lied to Shellpoint, but more importantly immediately remedy all errors and resolve/correct our account. Furthermore, we ask that Shellpoint cease reporting misleading and falsified reports such as XXXX missed payments or any missed payments as Shellpoint only acquired our loan as of XX/XX/XXXX, and due the NDHAF agreement, there should have been no reported payments as were locked out from our mortgage account through no fault of our own. Again, referring our mortgage account and history, there are no records regarding Shellpoint/New Rez LLC , Etc. servicing it prior to XXXX of XXXX of any past payment history, taxes, and insurance of late payments to report because there is not any to report. With Shellpoint continuing to fraudulently report to Credit Bureaus, this has continued to cause great harm regarding our credit scores, and is still causing financial hardships, undue duress, and extreme unique stress. In this letter, we will have provided copies of the correspondence mentioned for verifications for all to look into, and to immediately error resolve and update our loan account to reflect what is accurately supposed to be depicted. We ask Shellpoint/New Rez LLC , Etc. to inquire to XXXX, XXXX XXXX, XXXX. why XXXX lied to Shellpoint, and to answer to all for their predatory behaviors and service misconduct. We ask for Shellpoint/New Rez LLC , Etc. to be held accountable for all ( including damages, pain and suffering ) and for XXXX XXXX XXXX XXXX. to be held equally accountable as well for the severe harm they have caused and burdened us with. That said, NDHAF deserves to receive their due truths. XXXX was not supposed to change the terms or note when they took over for bankrupt XXXX XXXX, nor was SLS not supposed to inflate the expenses to what was truthfully owed regarding our loan account to the federally funded government program, NDHAF, and take advantage of it. XXXX was supposed to be honest and forthright in handing over ALL additional paperwork from XXXX XXXX as well as from XXXX, themselves, to Shellpoint, when XXXX abruptly dumped our loan onto Shellpoint. XXXX overcharged the NDHAF program and said we owed for home insurance in the payment XXXX received. We did not owe for insurance as we paid for our own the whole entire time. XXXX was not forthright and honestly did not hand over all. XXXX needs to answer for everything to my husband and me, to Shellpoint/New Rez LLC , NDHAF, CFPB, and to all who ask why XXXX, XXXX Etc. XXXX has been unbecoming as a mortgage servicer regarding its service misconduct and predatory behaviors. This includes Shellpoint/New Rez LLC , Etc. as they have caused and continue to cause so much hardship. All of the corruption, the errors, the predatory behaviors and service misconduct have severely harmed us and have negatively impacted and resulted in so much pain and harm. The falsified reportings, negative credit reportings, the financial hardships, all hardships in general such as our entire family, duress, stress, Etc., and have taken a debilitating toll on all our mental health and well-being. We not only hold XXXX XXXX XXXX. accountable, we additionally hold Shellpoint/New Rez LLC , Etc. accountable as well for all. XXXX fraudulently states they were our original loan servicers. We have been in our home since XXXX. We can guarantee that XXXX was not/is not the original servicers. We have every bit of documentation to verify all. We respectfully request this entire matter regarding XXXX XXXX XXXX XXXX XXXX XXXX , Shellpoint/New Rez LLC , Etc. , and whatever else all call themselves, be immediately reviewed and for ALL corrected. Specifically, we ask : Our accounts be immediately adjusted to reflect the waived no missed payment history, as promised, upon receiving the NDHAF payment to XXXX what XXXX said was owed ; Any incorrect fees or penalties be removed, and reflect the true actual amount we do owe ; Written confirmation of all corrections be provided and sent to us and to all who inquire. Under applicable federal and state consumer protection laws, including the Real Estate Settlement Procedures Act ( RESPA ) and other relevant servicing regulations, mortgage servicers are required to investigate and correct account errors in a timely and accurate manner. This has not happened at all. We have been told time again our case is a complex, complicated matter still under review. Failures to remedy our matters by all, after repeated notice, are completely unacceptable. Accordingly, we ask you and all who participated and caused us undue duress, extreme harm, unique stress, and all hardships : Conduct an immediate and thorough investigation of all matters without delay. Correct all errors on our account without delay. Reverse any and all improper assessed fees or penalties without delay. Provide to all written confirmation of all corrections without delay. Correct any and all negative credit reportings related to all errors without delay. Cease all misleading fabrications, and make us entirely whole without delay Make us entirely whole, including damages, pain and suffering etc. without delay. If this matter is not resolved within [ XXXX ] business days of receipt of this letter, we will pursue all available remedies, including filing formal complaints with the Consumer Financial Protection Bureau ( CFPB ), all state regulatory authorities, and to continue with legal counsel. We request written confirmation of receipt of this correspondence and a detailed written response outlining your corrective actions. If this letter seems repetitive, it is because we need it to sink in what we have suffered ; again, to be told time again our matter is a complex, complicated matter still under review is unacceptable. We appreciate prompt attention to these important matters. Please advise all when we can expect all resolutions to be promptly resolved. Sincerely, XXXX and XXXX XXXX

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