In XX/XX/year>, I submitted a Qualified Written Request ( QWR ) to Shellpoint Mortgage Servicing regarding an unexplained escrow advance of {$2300.00} that was applied to my mortgage loan ( Loan # XXXX ). This balance was reportedly related to a property tax payment advanced by a prior servicer ( XXXX ), despite the fact that I pay taxes and insurance directly and was never notified of any deficiency. I requested the following : An itemized breakdown of the escrow advance Proof of any tax payment made and the corresponding tax authority Any penalties, fees, or interest included in the amount The section of my mortgage or deed of trust authorizing reinstatement of escrow Written confirmation that escrow would be removed once the advance was repaid Shellpoint responded on XX/XX/year>, but failed to address any of these questions.…
CFPB COMPLAINT DATABASE
Shellpoint
969 real consumer complaints filed against Shellpoint at the Consumer Financial Protection Bureau in the last 12 months. 2 received relief from the company. Median federal response time: 15 days.
Most common issues
- 01Trouble during payment process546
- 02Struggling to pay mortgage225
- 03Applying for a mortgage or refinancing an existing mortgage49
- 04Incorrect information on your report46
- 05Closing on a mortgage33
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How others won relief
These complainants filed at the CFPB and the company refunded or credited money in response. The CFPB doesn't force outcomes, but it does force a response in 15 days.
Shellpoint has accessed two {$30.00} fees to my account with no explanation. When I called them ( 3 or 4 ) times in XXXX they finally explained that they were property inspections requested by the lender. I ask for written information when this occurred and I have not received an answer. Shellpoint also will not let me pay the fees thru their website. They will not accept additional principle payments because of the fee balance so they are holding that hostage. I was charged two inspections in a relatively short period for a mortgage in good standing. I want an explanation in writing why, who, and when they occurred. How do I know these fees are legitimate?
Recent complaints
The 30 most recent complaints against Shellpoint where the consumer chose to publish their narrative.
I am submitting this complaint regarding ongoing escrow servicing errors by Newrez related to my mortgage account. Despite repeated attempts to resolve the issue directly with the servicer, Newrez has continued to demand escrow payments that are not owed, failed to properly apply payments, and threatened adverse credit reporting. The issue involves property taxes for XXXX and XXXX, both of which were already paid in full. I previously provided documentation confirming these tax payments. XXXX XXXX has confirmed that it did not receive any XXXX tax payment from Newrez, even though Newrez claimed a payment had been sent. Regardless, the XXXX taxes have already been satisfied so no escrow collection should be required. Newrez representatives confirmed that a refund check related to the second half of the XXXX property was received on XX/XX/XXXX. However, there is no evidence that these refunded funds were properly reapplied or credited to my account.…
This complaint is NOT a duplicate of Complaint ID XXXX. It is based on NEW violations and conduct occurring after that complaint. My subsequent complaint ( ID XXXX ) was incorrectly closed as a duplicate. That classification is inaccurate and prevented review of ongoing violations. This complaint addresses new federal servicing violations, including failure to respond to a Qualified Written Request under RESPA and continued improper servicing conduct. NEW VIOLATIONS 1. Failure to Respond to Qualified Written Request ( RESPA Violation ) A Qualified Written Request was sent via certified mail and RECEIVED on XX/XX/year>. As of today, Shellpoint has : * Provided NO acknowledgment of receipt * Provided NO response * Failed to comply with RESPA timelines This is a direct violation of federal law. 2.…
Issue : Mortgage Servicer Overcharging Escrow and Failing to Correct After Notice I am filing a complaint against Newrez LLC for failing to correct an escrow error that is causing ongoing overcharges to my mortgage payment. I previously submitted a formal Notice of Error under RESPA, but the issue remains unresolved. The servicer is including a {$3100.00} property tax amount in my escrow analysis that does not belong to my loan. This amount relates to a separate parcel that is not escrowed, was paid outside of escrow, and was previously refunded. As a result of this error, my actual monthly mortgage payment increased from {$1800.00} to as high as {$2300.00}, an increase of approximately {$490.00} per month. This has resulted in approximately {$850.00} $ XXXX in overpayments over the past two months, and the servicer continues to collect inflated payments.…
I refinanced my property located at XXXX XXXX XXXX, XXXX, CA on XX/XX/year>. As part of the refinance, my prior HELOC serviced by Shellpoint Mortgage Servicing ( XXXX # XXXX ) was paid in full. The payoff was disbursed at closing and is documented in the Closing Disclosure and settlement documents. A signed Request to Close and Cancel Mortgage Loan was submitted on XX/XX/year> directing Shellpoint to prepare and record a satisfaction of the mortgage. Despite full payoff and written closure authorization, the Deed of Trust remains unreleased of record. Shellpoints own payoff documentation states that a release would be recorded upon payoff. This indicates a failure to execute and/or record reconveyance after satisfaction of the secured obligation. This is creating a cloud on title and impacting my property rights.…
I was actively working with Shellpoint mortgage servicing for weeks trying to obtain a loan modification .. My wife and I submitted every document and letter of explanation requested .. My point of contact XXXX XXXX stated my file was complete and everything was good .. I requested that she contact whoever controls the auction to have to sale XXXX postponed by I had a feeling underwriting come up with something last minute ... The day before the auction she said everything was good again application still pending .. It also showed pending throughout day on the portal and when I called the automated system that day ... I spoke with her several times this day ... I called and was transferred to another agent who advised underwriting was requesting additional documents last minute .. This was later that evening this agent also advised that this request was sent to my point of contact XXXX at XXXX she said nothing to me about it ...…
I am submitting this complaint regarding ongoing issues with my mortgage account following loan reinstatement and the handling of insurance proceeds held in escrow. Although my loan was successfully reinstated after I paid a total of {$51000.00} to Shellpoints attorneys, XXXX XXXX Attorneys at Law, to bring the loan current, on XX/XX/XXXX, I later identified additional legal fees assessed after reinstatement that were not properly disclosed or supported with itemized documentation. After my account was brought current on or around XX/XX/XXXX, additional legal fees were assessed, including : 1. Approximately {$900.00} assessed on XX/XX/XXXX 2. 5 Additional total number of charges on XXXX totaling approximately {$990.00} 3. Combined total of approximately {$1800.00} These fees were not clearly disclosed in advance through written notice, email, or my online account in an itemized format.…
I sent an additional payment {$1000.00} on my home loan mortgage payment to NewRez for Principal, Loan ending XXXX, but NewRez took that {$1000.00} and paid it on partially on interest and some small on principal, I kept calling and speaking to management but they refused to pay that {$1000.00} full on principal, what are my options?
Issue : Failure to Provide Accurate Payoff Statement and Resulting Financial Loss Property/Loan Info : XXXX XXXX XXXX, XXXX XXXX, CA XXXX XXXX ID XXXX The Error : During my refinance process, Shellpoint Mortgage Servicing provided a payoff statement for the wrong property. While the name on the account was correct, the property data and payoff figures were for a different location. The Discrepancy : The initial incorrect payoff was estimated at {$260000.00}. After the error was identified and finally corrected, the actual payoff amount was only {$150000.00}. Violation of Timeliness : Under 12 CFR 1026.36 ( c ) ( 3 ), mortgage servicers must provide an accurate payoff balance within 7 business days of a written request. My title company and loan servicer contacted Shellpoint immediately to report the " wrong property '' error, yet it took Shellpoint XXXX weeks to issue the correct statement.…
Regarding mortgage with NewRez, XXXX # XXXX I changed insurance companies last year and started making insurance premium payments directly to them for the balance of XXXX. They continued to bill me in XXXX so at the beginning of XXXX I reached out to NewRez, my mortgage company, to find out why they weren't paying my insurance from my escrow. At this point I discovered that they also hadn't paid my property taxes since XX/XX/XXXX. I never missed a payment... ever. They continued to bill me throughout XXXX through XX/XX/XXXX for escrow even though they had ceased paying my property tax and insurance. I requested information regarding why they had stopped paying and they couldn't give me an answer. I requested that the balance of my escrow be sent to me so I can pay my property taxes and they agreed to do so.…
My loan adjusts every XX/XX/XXXX. Shellpoint/newrez changed the index from XXXX XXXX to the current SOFR rate and that worked out to be a rate of 6 percent. They are currently charging me 6.5 % and will not have anyone contact me to discuss. I called customer service twice after the adjustment happened and was put on hold each time for 45 minutes. Both times I was told someone would get back to me within 48 hours and both times it never happened. On XX/XX/year>, I contacted customer service and again was on hold for forty-five minutes waiting for a supervisor. A lady named XXXX (? ) finally got on the phone and advised she would get back to me in XXXX or XX/XX/XXXX. I questioned whether that was true and she gave me her extension which was XXXX. She did not get back to me by XXXX and I called that extension and there was no answer and no messages could be left. You are simply hung-up on. My guess is this is a bogus extension used to sidetrack customers.…
I have contacted Newrez in an effort to remove PMI, or begin the process of doing so, trying to understand what is needed, as of early XXXX. A notice was sent to me XX/XX/year> acknowledging the request but no further documentation was done to follow up from Newrez. I have tried to get in touch with the proper department via their phone line, both from their contact us page ( XXXX ) XXXX and through customer service chat ( XXXX ) XXXX and each time I go through the process of putting in my last four of my social and pressing the proper numbers to get to the Taxes/ PMI department, the automated system goes back to the initial sequence of " Thank you for contacting Newrez, please enter the last four of your social '', leaving me with no way to contact the company.
I inherited this mortgage after the original borrower passed away in XX/XX/scrub> 2022 and repeatedly notified the servicer and provided the death certificate. Despite this, the account was not properly handled and I experienced ongoing servicing issues. While the loan balance was near payoff ( approximately {$17000.00} ), I made multiple attempts to make payments by phone, which were not accepted. I was not provided a clear or consistent explanation for why payments were being refused. At the same time, I repeatedly requested payoff statements and a full accounting of the loan, including principal, escrow, and fees. These requests were not properly fulfilled in a timely manner. Instead of providing payoff information, I was repeatedly directed to sign assumption or modification documents. The proposed payment under these documents was approximately {$3700.00} per month, which did not make sense given the low remaining balance.…
Newrez LLC dba Shellpoint Mortgage Servicing has manufactured a fictitious mortgage delinquency on our account through a sequence of accounting errors that Shellpoint has now acknowledged verbally on three separate calls. Shellpoint has reported false adverse information to consumer reporting agencies, damaging our credit. In XX/XX/XXXX, our mortgage was transferred from XXXX XXXX back to XXXX, serviced by Shellpoint. Shellpoints own Payment History shows that on XX/XX/XXXX, Shellpoint posted two transactions to our account with a XX/XX/XXXX due date : a Principal Adjustment of {$4700.00} and a Regular Payment of {$4800.00}. Neither corresponded to any payment we made. On XX/XX/XXXX, Shellpoint representative XXXX confirmed that the {$4700.00} was a misapplied payment from another customer. Also on XX/XX/XXXX, a Shellpoint representative called my wife and instructed her not to make a XX/XX/XXXX payment, stating that our first payment was due XX/XX/XXXX.…
Once again, you incorrectly applied Check # XXXX Dated XX/XX/year> payment to : XXXX XXXX When the proper applied account should be : XXXX XXXX Please correct as soon as possible! I am attaching a full pdf showing all my payments. Making my balance as of XX/XX/year> {$0.00} Total Payments received as of XX/XX/year> : {$10000.00} This brings my account balance to {$0.00} I would like to formally request a letter this has been payed off completely and to confirm that the lien release will be completed! Please email me confirmation that this has been corrected. Thanks, XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX Account XXXX XXXX ( XXXX ) XXXX
On XX/XX/year>, Shellpoint Mortgage Servicing sent me confidential non-public personal information ( NPI ) belonging to another borrower a clear violation of the Gramm-Leach-Bliley Act and Regulation P, regardless of whether my own data was simultaneously exposed. Shellpoint acknowledged this incident in a letter dated XX/XX/year>. As their sole remedy, they issued a {$89.00} virtual prepaid Mastercard ( via XXXX XXXX / XXXX ) with a 6-month expiration and forfeiture clause a conditional, expiring instrument with no direct cash value and third-party enrollment requirements. I responded in writing requesting a cash-equivalent credit to my loan account and written confirmation of their internal compliance handling of this incident. I have not received an adequate response.
This is not the first time I have had issues with Shellpoint ... they can NOT be reached... or, at least I can not reach them ... no response on phone ... unable to log into website... try to reset password but get no response... tried faxing a request to them but fax # available is rejected ... I feel like I am a hostage.
I have been actively working with my mortgage servicer, Shellpoint Mortgage Servicing, to resolve my loan following a forbearance period. I successfully completed all required trial payments associated with my prior loss mitigation plan. In XX/XX/year>, I submitted a Notice of Servicing Dispute and a complete loss mitigation package. I received a response stating I did not qualify for a modification at that time due to unemployment. However, I was not provided a clear appeal deadline or full explanation of next steps. I also completed and signed modification documents through the servicers third-party notary process. These documents were completed and notarized on XX/XX/year>. I was later informed that the documents were considered late due to a XX/XX/year> deadline ; however, this deadline was not clearly communicated to me in writing. In XX/XX/year>, I attempted to make a mortgage payment, but the payment was not accepted.…
Complaint Against Mortgage Servicer Incorrect Escrow, Double Tax Collection, and Failure to Correct Account XXXX : Shellpoint Mortgage Servicing Loan Number : XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, IN XXXX I am filing a complaint regarding an unresolved issue with my mortgage servicer involving an incorrect escrow analysis and improper increase in my monthly mortgage payment. My servicer conducted an escrow analysis that increased my monthly payment to {$3200.00}, citing an escrow shortage of {$4800.00}. This shortage is primarily based on a property tax amount of {$210.00}. This determination is incorrect for the following reasons : The {$210.00} property tax amount has already been paid. I paid my property taxes in full independently for the year. I have also paid my 2026 property taxes, and there is currently no outstanding balance. I provided proof of payment to the servicer, but my account has not been corrected.…
For the past XXXX years I have, personally and separately apart from my mortgage payment, paid my own XXXX property taxes. As of XX/XX/year>, without my permission, authorization, or knowledge, NewRez contacted the New York XXXX Department of Finance and arranged for my property tax bill to be sent directly to NewRez. They then put my mortgage payment into an escrow account and paid my taxes with that money instead of making the full payment to my mortgage as has been the practice for the past XXXX years. I paid my XX/XX/year> quarterly property tax payment directly to the XXXX XXXX. of XXXX, as I have for the past XXXX years of this mortgage. I did not get my XXXX XXXX. of XXXX XXXX XXXX bill because NewRez had it sent directly to them and they paid the taxes taking the money out of my mortgage payment, so I then appeared to be late on my mortgage payment. I DO NOT want NewRez to pay my taxes. I want to pay them myself directly to the XXXX XXXX. of XXXX.…
b"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\nShellpoint Mortgage Servicing\nAttention: Loss Mitigation Department\nXXXX XXXX XXXX XXXX XXXX XXXX\n\nReference Number: XXXX\nSubject: Letter of Pre-Foreclosure Options\nRegarding: Shellpoint's fraudulent activity\n\nTo whom it may concern:\n\nDear Sir/Madam,\n\nWe are appalled by the receipt of your recent letter dated XXXX XXXX XXXX. After receiving a notice of certified mail at our residential mail box, we retrieved your letter from the U.S. Post Office located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX on Wednesday, XXXX XXXX XXXX.\n\nWe both are shocked and baffled as to why would we be recieving such an instrument from your office?…
On XX/XX/XXXX, I was erroneously charged an insufficient funds fee for Newrez LLC ( " Newrez '' ). I made several attempts to contact them to have the fee removed, including sending my bank statement via a written request to have the fee removed, and questioned them about an unapplied partial payment on XX/XX/XXXX. On XX/XX/XXXX, I made a partial payment from my XXXX XXXX XXXX checking account of XXXX to my XX/XX/XXXX, mortgage payment. I changed the frequency of my payments to monthly after realizing my partial payments are only held and not applied to my balance until the monthly payment deadline, providing no benefit to me for early payment. I then scheduled the other half of XXXX to be removed from my XXXX XXXX XXXX checking account on XX/XX/XXXX. I also started a recurring schedule of payment to be the full mortgage amount of XXXX from my XXXX XXXX XXXX checking account on the first of the month, the due date.…
I submit this statement with the purpose of updating and supplementing my previous complaint against Shellpoint Mortgage Servicing ( Newrez LLC ), due to the non-delivery of the escrow refund in the amount of {$7000.00}, associated with loan account number XXXX. At this point, the situation goes beyond a mere delay. The documented history demonstrates a recurring pattern of accounting inconsistencies, failed payment attempts, contradictory information, and systemic failures that, to date, have prevented the effective delivery of funds that Shellpoint itself acknowledges as owed. Regarding the chronology of events and identified inconsistencies, it is noted that in XX/XX/XXXX, an escrow surplus in the amount of {$7000.00} was identified. On XX/XX/XXXX, a first check was issued, which was not received. On XX/XX/XXXX, I formally reported the non-receipt and requested reissuance.…
This is a new complaint based on NewRezs written response dated XX/XX/XXXX, which introduces a new issue : their refusal to report my mortgage to any credit bureau despite 19 years of ontime payments. NewRez claims they are prohibited from reporting because the mortgage was included in a XXXX XXXX bankruptcy discharged in XXXX, yet they did not cite any statute, regulation, XXXX XXXX guideline, CFPB rule, or bankruptcy court order that prohibits reporting a mortgage as included in bankruptcy with no personal liability. Millions of servicers report postbankruptcy mortgages accurately using standard XXXX XXXX coding, and NewRezs refusal is not based on law but on internal policy. Their refusal is causing significant harm by erasing nearly two decades of positive payment history.…
I am filing a complaint against Newrez LLC regarding improper foreclosure actions, failure to respond to my loss mitigation request, and lack of communication. My financial hardship began in XX/XX/XXXX due to immigration-related delays preventing lawful employment. These delays were resolved in XX/XX/XXXX. I actively sought employment and secured a position on XX/XX/XXXX. After returning to work, I sustained a medical injury to my dominant right hand, which significantly impacted my ability to perform my job duties. Due to the severity of the condition and risk of long-term damage, I was forced to resign in XX/XX/XXXX to allow proper recovery. I currently receive XXXX XXXX income of approximately {$390.00} biweekly ( averaging $ XXXX monthly ) and am actively seeking employment to restore stable income. I made good faith efforts to contact the servicers XXXX XXXX Department and was told I would receive follow-up communication within XXXX days.…
I am the court-appointed Administrator for my late sister 's estate. I submitted a formal request for information regarding the account 's 1098 tax form and online access permissions. Despite being recognized as the authorized administrator for over two years, Shellpoint has failed to fulfill this request. On XX/XX/year>, representative " XXXX XXXX '' explicitly denied my authorization, contradicting previous confirmations. This failure to provide access to tax documents is preventing the completion of estate tax filings. I am a confirmed Successor in Interest and am entitled to this information under CFPB servicing rules.
I am a Successor in Interest for a mortgage loan following the death of my spouse in XXXX. The previous mortgage servicer was notified of this change in XXXX. Since the loan was transferred to the current servicer ( Newrez ), I have faced repeated failures by the company to recognize my legal status despite full compliance with their requests. On XX/XX/XXXX, I mailed the death certificate and my identification to the company. On XX/XX/XXXX, I received a letter from them ( Ref # XXXX XXXX XXXX ) acknowledging my inquiry. However, instead of updating the account, the company sent another letter on XX/XX/XXXX ( Ref # XXXXXXXX XXXX XXXXXXXX ), requesting the exact same documents I had already provided. The company continues to inaccurately list the account as " Estate of [ Spouse Name ] '' and refuses to update the borrower information to my name. I have provided a Letter of Authorization from the Probate Court and a recorded Deed confirming my ownership.…
Newrez incorrectly treated my occupied, maintained property as vacant or subject to property preservation activity. Newrez representatives admitted by phone that this was Newrezs mistake. Newrez later sent me a written response dated XX/XX/year> confirming that the property inspection reflected the property as occupied, not vacant or abandoned, and that Newrez had suspended property preservation activities, including inspections, entry, lock changes, winterization, and similar actions. However, Newrezs response did not fully correct the servicing/account issue. The letter states that, as of XX/XX/year>, my loan was next due for the XX/XX/year> installment of {$3000.00} and that there was an other fee balance of {$30.00}. This appears incorrect and inconsistent with Newrezs own online account, which shows that my XX/XX/year> payment of {$3000.00} was received and that the next recurring monthly payment of {$3000.00} is scheduled for XX/XX/year>.…
Complaint Against : Shellpoint Mortgage Servicing ( Newrez LLC ) Account Number : XXXX I am submitting a follow-up complaint regarding Shellpoint Mortgage Servicings response to my prior CFPB complaint. In their response, Shellpoint asserted that the credit reporting is accurate ; however, they failed to address the core issue that led to the delinquency. In prior written correspondence, Shellpoint acknowledged that I may not have received the required written servicing transfer notice due to an address issue. Because I did not receive this notice, I was unaware that my mortgage payments needed to be directed to Shellpoint following the transfer from XXXX XXXX on XX/XX/XXXX. As a result, the late payments reported for XXXX and XX/XX/XXXX were caused by a lack of proper notification, not by a failure or unwillingness to pay. Once I became aware of the issue, I immediately brought the account fully current.…
This is a follow up to complaint # XXXX. I am providing additional information based on a recent call with Shellpoint Mortgage Servicing I am providing an update following additional communication with Shellpoint Mortgage Servicing. I contacted Shellpoint today to follow up on my new loss mitigation application and my previously submitted Notice of Error regarding the cancellation of my trial modification. During this call, I received conflicting and inconsistent explanations : One representative initially stated that FHA guidelines limit the number of modification attempts This was later contradicted and reframed as a discretionary risk decision by the servicer A supervisor then stated that no exception review would be permitted due to returned payments coded as NSF I explained that the failed payments were due to a payment setup issue involving an incorrect accountnot an inability or refusal to pay.…
Opening Statement : Shellpoint Mortgage Servicing ( XXXX ) engaged in prohibited dual tracking by advancing foreclosure while my loss mitigation review was still active. XXXX did not follow required RESPA and CFPB Regulation X servicing rules, did not properly evaluate my applications, and did not use reasonable diligence to obtain documents or communicate with me about what was needed. They failed to maintain timely communication or provide consistent points of contact, which made it difficult to obtain accurate information about my review. XXXX did not provide required written notices or written determinations and did not maintain proper servicing policies and procedures as required under federal servicing standards. XXXX ultimately foreclosed on my home XX/XX/XXXX.…
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