Consumer complaint received 2025-02-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
I am filing this complaint regarding the improper assessment of legal and late fees on a mortgage loan serviced by Shellpoint Mortgage Servicing XXXX Newrez LLC ) for the property located at XXXX XXXX XXXX XXXX XXXX XXXX 

Following the passing of my late brother, I assumed responsibility for managing the loan and made timely payments while working to obtain the legal documentation required to become the estate administrator. During this period, Shellpoint assessed multiple legal and late fees that I believe were improperly charged, given the circumstances. The total disputed amount is approximately {$2400.00}, including legal fees and late charges that accrued while I was resolving estate matters. 

I first contacted Shellpoint regarding these charges on XX/XX/XXXX, requesting a thorough review of my account history from XX/XX/XXXX onward, when the loan was transferred to them. I provided documentation, including my late brothers death certificate and proof of my role as estate administrator, to support my request. 

After three months of waiting, Shellpoint responded on XX/XX/XXXX, but their response failed to address my request. Instead of conducting an investigation or providing an explanation for the fees, they simply sent me a billing history, which did not clarify why these charges were assessed or justify their validity. 

I followed up immediately, restating my concerns and providing a detailed breakdown of the specific fees I was disputing. Despite this, Shellpoints subsequent response dismissed my concerns outright, stating that my inquiry was the same as a previous one ( which is incorrect ) and that they would not conduct an additional investigation. They did not review the documentation I provided, nor did they explain the fees in question. 

I find Shellpoints handling of this matter deeply unprofessional. Their lack of transparency, failure to conduct a proper review, and months-long delay in responding to a bereavement-related issue are unacceptable. I have exhausted all reasonable efforts to resolve this matter directly with the company, and I am now seeking CFPB intervention to ensure a fair and thorough investigation into these disputed charges. 

There also significant complaints regarding NewRez on multiple sites stating and further providing evidence that this is how they run their business and have no intent on rectifying their broken customer service processes. 

Requested Resolution : A full investigation into the legal and late fees assessed on my account. 
A clear explanation, with documentation, of why each charge was applied and under what terms of the loan agreement. 
A reimbursement of any fees that were improperly charged. 

Key Dates & Actions Taken : XX/XX/XXXX Submitted initial request to Shellpoint regarding disputed fees. 
XX/XX/XXXX Received a response with only a billing history, no investigation conducted. 
XX/XX/XXXX Followed up with additional documentation outlining the specific charges in question. 
XX/XX/XXXX Received a dismissive response stating they would not investigate further without reviewing my provided information. 
XX/XX/XXXX - Followed up requesting the information again and reiterated the additional documentation I provided. 
Amount in Dispute : ~ {$2400.00} Supporting Documents : Payment history highlighting disputed fees. 
Death certificate and estate administrator documentation. 
Copies of correspondence with Shellpoint.

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