Shellpoint

I was laid off from my job in XXXX of 2025. We had just completed a mortgage revision on our house with the same lender. Shellpoint/New Rez. We made the XXXX and XXXX payment. I notified them in XXXX I could not make my payment due to being laid off and asked for options. They told me that they could not offer any options until we were at least XXXX payments behind. In XXXX they gave me a forbearance through XXXX. In XXXX I requested an extension through XXXX. Now we are in XXXX, I FINALLY have a job beginning XX/XX/XXXX. I called to request extension through XXXX and that in XXXX we will to be able to begin making payments in Full again, I asked for assistance with the money in forbearance as we can not pay it. I was contacted today and the lady from the loss mitigation group at New Rez was very rude. Stated that because we had not made at least XXXX payments, out only option is pay the XXXX in forbearance or they will foreclose on our house.…

I sent information to the mortgage company ( Newrez ) regarding my husband 's VA XXXX status, which was updated with the Taxing authority in XX/XX/XXXX. I presented the information to the mortgage company shortly afterward. The mortgage company ( Newrez ) updated the status in their computer. The XXXX authority sent us refunds for the prior years XXXX and XXXX. The mortgage company continued to deduct taxes and add them to escrow for the entire XXXX year. In XXXX and XXXX of XXXX, they performed a new analysis. The first analysis said I had a negative escrow, and the 2nd analysis said they owed me a refund of XXXX. At this point, we were sent a refund check for the property taxes only. The MUD taxes were never returned to us. Although the tax authority returned the money to the mortgage company on XX/XX/XXXX. The first excuse for not sending the full amount was that the Tax Authority had not returned the money.…

While filing bankruptcy due to issues with my mortgage servicing company I found out that there was a judgement placed against me in XXXX. I was never aware of this documentation even though it said it was served to me. When looking at the documents it said it was served to me but not in my name it was served to XXXX XXXX. My name did not become XXXX XXXX until XX/XX/XXXX. The judgement was in the amount of {$51000.00} from XXXX XXXX. This was the amount that was supposed to be provided at closing. According to XXXX XXXX the down payment that my now deceased ex-husband paid did no go through or they could not find the check. How were we able to go through closing if they did not have the secure funds? No one has been able to answer this question. Also, how was a judgement placed on me for {$51000.00} without my knowledge? It was " served '' in the wrong name, then amended in the correct name XXXX XXXX, and still I was not notified.…

URGENT : FORMAL NOTICE OF ERROR, RESPA COMPLAINT, AND REGULATORY ESCALATION Date : XX/XX/XXXXXXXX To : Consumer Financial Protection Bureau ( CFPB ) Formal Complaint Division Shellpoint Mortgage Servicing Executive Escalations & Legal/Compliance Department XXXX XXXX XXXX XXXX of Servicing ( Newrez/Shellpoint ) XXXX XXXX, XXXX XXXX Newrez ) From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA Loan Account Number : [ XXXX ] RE : Notice of Servicing Error, Unlawful Escrow Inflation, Predatory PMI Manipulation, and Violation of Senior/Disability Tax Protections To Whom It May Concern at Shellpoint Leadership and the Consumer Financial Protection Bureau : This document serves as a formal Notice of Error and strict regulatory dispute under the Real Estate Settlement Procedures Act ( RESPA ).…

On XX/XX/XXXX, we purchased the home. My husbands VA XXXX rating was increased to 100 %, legally exempting our primary residence from property taxes under the Michigan XXXX Veterans Property Tax Exemption ( MCL XXXX ). In XX/XX/XXXX, our loan servicing transferred to Newrez LLC. We promptly submitted our approved Form XXXX exemption paperwork. Instead of applying a {$0.00} tax rate, Newrez executed an escrow analysis in XX/XX/XXXX that actually increased our payment from {$2000.00} to {$2000.00}, citing a false " escrow shortage. '' In XXXX Newrez phone representatives insisted they could not apply a {$0.00} rate without a " XXXX dollar bill. '' Our municipal assessor clarified that a XXXX bill does not exist and that a new estimated tax bill could be provided in XXXX. New Rez told us they would need that document to complete our exemption.…

XXXX and XXXX and demand under XXXX to NewRez to verify ownership of the obligation and provide proof of authorization to transfer alleged servicing to XXXX who collect for XXXX XXXX if NewRez dba Caliber is the current Servicer and current Note XXXX for loan XXXX which is currently pooled in XXXX XXXX XXXX under issuer XXXX Caliber Home Loans where current trustee XXXX XXXX Bank XXXX New York. Here never was any servicing transfer from this Trust from XXXX to Caliber or from Caliber or any Allonges or any Assignments to anyone after my VA insured XXXX guaranteed loan XXXX was pooled in this trust XXXX on XXXX XXXX and currently backs securities sold to investors like XXXX XXXX, XXXX, The chain there must be : a note, a purchase and sale agreement ; a transfer receipt ; a delivery receipt ; a bond if the notes are endorsed in blank ; a receipt of funds for the purchase of the note ; and a disbursement of funds for the acquisition of the note.…

XXXX XXXX [ Your Address ] [ City, State ZIP ] [ Date ] Consumer Financial Protection Bureau ( CFPB ) Re : Response to Newrez LLCs Reply Regarding Mortgage Loan Investigation Dear Consumer Financial Protection Bureau Representative, Thank you for forwarding Newrez LLCs response to my complaint. I have carefully reviewed their letter in its entirety. Unfortunately, their response does not answer many of the specific questions I asked, nor does it provide the documentary evidence I requested. Instead, Newrez repeatedly states that it does not possess many of the records necessary to explain the history of my loan. My request to the CFPB was not simply for Newrez to repeat what previous servicers had already stated. I specifically requested an independent investigation supported by documentary evidence. I asked that every answer be supported by the actual records that prove what occurred, not by summaries or conclusions.…

I filed complaint XXXX on XX/XX/year>. I have an escrow account with NewRez LLC and they have failed to pay my property taxes and a tax lien has been filed. I have had to pay the taxes out of my personal checking in order to preserve credit and get the local municipality to discharge the lien. I have paid the XXXX XXXX XXXX {$2300.00} and would like to get reimbursed by NewRez ASAP. The company did attempt to pay {$100.00} last week but the check is being returned by the town because they have agreed the account was paid by me in full. Having to pay the taxes out of cash creates a hardship and allowing a lien to be placed on my property is harmful to my credit. Having the mortgage company decide they need more time to figure out they haven't done what they are supposed to is not helpful, especially, when there has been contact several times and not once did they reached out to the me as a customer to help.

Newrez LLC has confirmed in writing that my loss mitigation application is complete, yet it is simultaneously allowing a foreclosure sale of my homestead to remain posted for XX/XX/XXXX. This is textbook prohibited dual-tracking. On the same account, Newrez has also failed to respond to or resolve a timely Qualified Written Request and Notice of Error I submitted on XX/XX/XXXX. Newrez is knowingly ignoring the federal protections XXXX and the CFPB enacted to prevent exactly this outcome, and its own correspondence confirms the violation. Newrez 's own acknowledgment letter dated XX/XX/XXXX states that my application " is complete as of XX/XX/XXXX and additional documents or information is not required at this time, '' while in the same letter admitting the " property is scheduled for a foreclosure sale on XX/XX/XXXX '' and that if evaluation is not completed first, " the foreclosure sale will proceed as scheduled. '' That is a written admission of dualtracking. II.…

Complaint Company ( XXXX ) : XXXX XXXX, XXXX XXXX, XXXX XXXX, currently NewRez Mortgage For 8 years I have been trying to assume the loan on my property that my father left to me. The title is in my name. I have done all necessary steps to complete the family transfer package ( more than once ) received several trial modifications and permanent modifications that the mortgage company has failed to comply with on their end. It forced me to file bankruptcy and I paid over {$21000.00} with no record of the mortgager applying these amounts to the loan. I have asked repeatedly for documentation. They have violated my rights. They are even claiming that they have no documents on file to verify that I am successor in interest. They switch from shell company to shell company to try to start the process over. I have sent documentation and even filed a complaint along with a temporary restraining order in order to try to stop foreclosure.…

I have been in my home without major escrow and other communication problems with BAC since XXXX. However in XX/XX/XXXX Shellpoint Mortgage took over my loan. Right after taking over I began having problems getting payments posted corrrectly, or posted in the right dollar amount. In XXXX of XXXX. My Escrow acount was artificially caused to have a shortage. My new payment wenyt for {$910.00} to {$120000.00}, I was already unemployed but able to make my payments. When this happened. I have been requesting this error and other to be fixed but they have not. Depite sending XXXX Notice of errors, my XXXX currently pending Shellpoint has not fixed the problem. I was also in a forbearance. In XXXX Shellpoint told me that HUD regulations only allowed for XXXX year. I looke up my official Start date which is XX/XX/XXXX. Which would make my Forbearance end in XX/XX/XXXX.…

NewRez included lender insurance as part of my escrow and payment analysis after, I provided my proof of insurance on several occasions. I filed a notice of error and did not receive a response from the company. The non response included no response within XXXX days acknowledging receipt as well as XXXX business day of no response in writing as required by statute.

They have not confirmed my Succession of Interest sent mom 's deathe certificate and heirship in XXXX and XXXX

My mortgage was sold to Shellpoint Mortgage Servicing. I pay through my bank 's bill pay. Shellpoint raised my escrow payment twice without providing the legally required RESPA XXXX notice, resulting in accidental underpayments and predatory {$46.00} late fees on a XXXX perfect payment history. When I submitted an online dispute with bank statement proof, they forced me to create a login under their parent company, Newrez, to view the reply. Now, they have locked me out of my original Shellpoint account. I demand : XXXX ) A full audit and copy of my escrow analysis statements, XXXX ) The immediate waiver of all predatory late fees caused by their lack of notice, and XXXX ) Restored, stable online access to my account history. I never had a problem with original mortgage company XXXX XXXX XXXX ) until it was sold to shellpoint. I sent them them payment from bank showing 15 months of on time payments

Since it's been almost 2 months and the company chose not to respond to XXXX. I am now submitting a new complaint and escalating my including a 2nd party in my complaint. Just to recap, they lied in the response to my original complaint, then when I provided indisputable evidence in the form of an email chain that my complaint was 100 % valid which contradicted their response, they chose to go silent while the clock is running out as the property is still in foreclosure with a sale date in a few months. So now I'm raising a very detailed complaint not only against them, Shellpoint the servicer, but also XXXX XXXX XXXX who at some point became the owner/investor. Now I of course don't know if they're complicit is these very damaging violations committed by their representative ( RESPA, FDCPA, FCRA, Negligence and Bad Faith serving ), but now that they are named, they can not say they weren't made aware.…

" My mortgage servicer formally approved a forbearance agreement on XX/XX/year>. However, my online portal contains XXXX record of this approved forbearance and is actively demanding a past-due XXXX payment. Furthermore, the servicer retroactively backdated the contract effective date to XX/XX/XXXX, despite my XXXX payment already being processed and cleared. This constitutes a severe Breach of the XXXX of Good Faith and Fair Dealing by retroactively altering required performance and keeping a payment for a period officially waived under the modification. It also violates RESPA Regulation X ( 12 CFR 1024.34 ) via escrow/suspense misapplication, and UDAAP via verbal misrepresentations by supervisory staff claiming the forbearance is a 'technicality ' requiring payment.…

I am submitting this complaint because I believe there may have been errors in the servicing of my escrow account that resulted in my homeowners insurance being canceled, lender-placed insurance being added to my loan, and a substantial increase in my monthly mortgage payment. Despite multiple conversations with my mortgage servicer, I have not received a clear explanation of what occurred or whether the charges were handled correctly. I am requesting the CFPBs assistance in ensuring this matter is fully investigated and resolved. I have a mortgage serviced by Shellpoint Mortgage Servicing ( Newrez LLC ). My homeowners insurance premium was supposed to be paid from my escrow account. Shellpoint was correctly listed as the mortgagee on my homeowners insurance policy. However, my homeowners insurance policy was canceled for non-payment. When I contacted Shellpoint, I was told they never received the insurance bill from my insurance company.…

I started back in the beginning of XXXX talking to my mortgage company about getting help with my mortgage payments and to get solutions. They told me that they would send package for me to fill out and the XXXX XXXX packets I never received in the mail. I finally at the end of XXXX got a packet to fill out and send back to them and they told me they never got it so I had a another packet sent to me to fill out to get help with my mortgage payments which was the beginning of XXXX and I filled it out and had all the paperwork required and this time I faxed it and they finally got it because I called to make sure they had it and they were processing it. My single point of contact told they were going to try XXXX for a deferment but that failed i was told but I never got anything in writing telling me that and they were going to try for a forbearance but that never happened.…

Shellpoint took over servicing of my mortgage loan for the rental property at XXXX XXXX XXXX after it closed with XXXX XXXX XXXX on XX/XX/year>. The loan was established with property taxes and hazard insurance escrowed. The executed closing documents clearly show this : the Final XXXX Settlement Statement collected {$890.00} for XXXX months of insurance at {$89.00} per month ; Section XXXX of the Security Instrument identifies required insurance premiums as escrow items and says any waiver must be in writing ; Section XXXX of the Loan Agreement requires a Tax and Insurance Escrow Account ; and the First Payment Notice includes {$89.00} per month for insurance. Despite these records, Shellpoint says it can not find evidence that insurance is escrowed. Shellpoint has not produced a written escrow waiver or a complete accounting of the transferred escrow funds.…

Newrez performed an inaccurate escrow analysis that improperly increased my monthly mortgage payment based on clear accounting errors. First, Newrez claims it advanced funds to pay my XXXX XXXX XXXX property taxes due to insufficient escrow funds. However, their escrow analysis incorrectly reports {$0.00} paid for these taxes in the prior year, despite their own records showing a payment of approximately {$3800.00}. Regardless of whether the payment was made using escrow funds or a servicer advance, the tax was paid and must be reflected as a disbursement in the escrow analysis. By omitting this payment, Newrez : -Artificially inflates projected escrow expenses -Creates a false escrow shortage -Improperly increases my monthly mortgage payment XXXX, the escrow analysis includes duplicate homeowners insurance charges for both XXXX XXXX XXXX and XXXX XXXX despite only XXXX active policy. This further inflates the escrow requirement and my payment. Under RESPA ( 12 C.F.R.…

BEGIN NARRATIVE I am filing this complaint against NewRez LLC XXXX Shellpoint Mortgage Servicing regarding the servicing of my home mortgage loan and a foreclosure sale of my XXXX scheduled for XX/XX/XXXX. I believe the servicer has violated RESPA and Regulation X in the following ways : XXXX. Failure to respond to my Qualified Written Request / Notice of Error. On XX/XX/XXXX, I sent Shellpoint a Qualified Written Request and Notice of Error under 12 U.S.C. 2605 ( e ) and 12 C.F.R. 1024.35, sent to Shellpoint 's designated Notice of Error address ( XXXX XXXX XXXX XXXXXXXX, SC XXXX ). As of the date of this complaint, Shellpoint has not acknowledged or substantively responded, and has not corrected the errors identified. Despite the unresolved Notice of Error, Shellpoint has kept my home posted for a foreclosure sale on XX/XX/XXXX. XXXX. Dual tracking / loss mitigation violations.…

I am a XXXX Texas homeowner with a XXXX spouse, and I have paid my mortgage faithfully for XXXX years ( since XXXX ). My loan was recently internally migrated from XXXX Mortgage/Onity to NewRez LLC during an active trial modification. Due to their internal corporate computer migration, I was locked out of my online account and unable to view my statements or pay online. On Friday, XX/XX/XXXX, I contacted NewRez proactively to make my payment. NewRez staff flatly refused my explicit requests to go over the permanent modification contract terms with me, pressured me by stating it was an urgent emergency, and forced me to sign via DocuSign while I was away on vacation. Upon reviewing the contract documents immediately afterward with my wife, we discovered that NewRez hid a predatory balloon note requiring a massive lump-sum payment of approximately {$200000.00} at the end of the loan maturation. Within XXXX minutes of signing, I called NewRez back to cancel.…

I contact Shellpoint Mortgage on XXXXXXXX XXXX and requested a reinstatment quote. The provided me a timeframe of XXXX to XXXX business days. I contacted them again on XX/XX/XXXX and asked for the status of the re-instatement quote and they said it was not available yet. I contacted them again on XX/XX/XXXX and still the quote was not ready. Then I called the lender again on XX/XX/XXXX and was told that the request for the quote was not submitted to the attorney office until XX/XX/2026 which is XXXX business days after the original request. So it would be XXXX to XXXX business days from that date. This would only allow me XXXX business day before the sale to even try and re-instatement my loan or provided any information to a buy which I currently have. On the XX/XX/XXXX when I spoke to Shellpoint Representative that If I needed it faster I could reach out to the attorney directly and provided me thier phone number.…

Mortgage XXXX XXXX : XXXX I am filing this complaint against XXXX XXXX Shellpoint Mortgage Servicing XXXX XXXX regarding its failure to properly administer my mortgage account following the termination of my escrow account. XXXX XXXX XXXX Background My escrow account was officially removed effective XXXX XXXX XXXX XXXX XXXX XXXX XXXX Prior to the removal, I made numerous calls to Shellpoint 's escrow department and spoke with multiple representatives and supervisors. During these conversations, I was repeatedly assured that the remaining escrow funds would be refunded or properly applied to my mortgage account within a few days. Despite these repeated promises, no corrective action has been taken. XXXX XXXX XXXX XXXXXXXX XXXX Not Refunded Although the escrow account has been closed, Shellpoint continues to retain XXXX XXXX {$7000.00} XXXX XXXX in escrow funds.…

I submitted a written dispute and request for debt validation to the company regarding this account. After receiving my correspondence, the company acknowledged in writing that its investigation had not been completed and advised me that it needed an additional 30 days to complete its research and provide a response. I relied on that representation and waited in good faith. More than three months have now passed. Although the company later mailed copies of certain documents, it never provided a final written determination addressing the issues raised in my dispute. Specifically, I have not been informed whether the investigation has been completed, whether my dispute was accepted or denied, or the factual basis for its conclusions regarding the issues I raised. Instead of providing a final written response, the company has continued sending collection and settlement letters while my dispute remains unresolved.…

On XX/XX/year>, I contacted my mortgage company regarding a disbursement made from our escrow account to a party other than our county tax authority. My initial inquiry was conducted through an online chat with a representative, who informed me that the payment had been issued to a third party and provided a document explaining the transaction. Unfortunately, I was unable to save the document. The representative advised that I would need to call customer service for additional information regarding why the payment was made and why we had not been notified by phone, email, mail, or any other form of communication. When I subsequently called, I was told that the payment had been made directly to the county. However, I have confirmed with the county on multiple occasions that they did not receive an overpayment and have no record of any excess funds related to our account. Since then, I have contacted the mortgage company several more times in an effort to obtain clarification.…

I am filing this complaint because Shellpoint Mortgage Servicing improperly included a prepayment penalty in my mortgage payoff statement even though the contractual prepayment penalty period had already expired. My mortgage loan contained a prepayment penalty that was limited to the first XXXX ( XXXX ) years of the loan. After the expiration of that period, no prepayment penalty was authorized under the loan agreement. When I refinanced my mortgage, Shellpoint issued a payoff statement that included a prepayment penalty despite the fact that the three-year restriction had already expired. Because the refinance could not close without paying the amount demanded by Shellpoint, I was forced to pay the improper charge under protest. I contacted Shellpoint and disputed the payoff amount, explaining that the prepayment penalty was no longer valid under the terms of my loan.…

Responding to NewRez 's Reply dated XX/XX/2026 to CFPB # XXXX NewRez 's XXXX Department XXXX XXXX of events are inaccurate and therefore misleading. THESE ARE THE ISSUES UNRESOLVED Sufficiency of the current Flood coverage under the Comprehensive Hazard Policy Misleading a government agency through inaccurate information Financial Exploitation that constitutes Elder Abuse under state and federal laws

when making my XX/XX/XXXX mortgage payment to Shellpoint Mortgage Servicing i made addition principal interest payment and wrote the amount out on check XXXX but wrote out the regular payment amount in the box by mistake. This was a difference of {$340.00} dollars. I wanted this difference applied to my principal interest on the loan but going forward none of the following XXXX statement 's show or disclose where this money has actually been allocated. Not only does this happen with the primary mortgage loan Shellpoint fails to do this on the XXXX as well.

My loan servicer ( newrez ) has not been applying payments to my account properly. My first payment was due on XX/XX/XXXX, of 2026 I submitted the payment on XX/XX/XXXX. In the amount of {$1200.00} which covered my regular payment as well as an additional principal payment. This payment was not applied to my loan and when I contacted the customer service department for newrez they informed me the payment was returned or rejected based on a NSF indicator on my account. The payment was however drafted from my account which I confirmed with my bank and I sent a copy of my billing statement for that period to my servicer to verify that the payment was posted on the XXXX and made effective on the XXXX. Despite this, the servicer continued to state that they had not receive the payment. During that billing period I did not receive any return of funds. By the time I needed to make my second payment I had still received no payment return, and the funds were not applied to my loan.…