Mortgage -- Trouble during payment process -- Complaint #17753484
Complaint Overview
Complaint ID: 17753484
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan
State: Washington
ZIP Code: 99337
Date Received: 2025-11-20T12:00:00-05:00
Date Sent to Company: 2025-11-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Please refer to my previous complaint with this same mortgage company ... it was interesting because I WAS finally able to contact them and I thought perhaps I would obtain what I was looking for ... payment history that showed my excess payments were being applied to principal AND a payoff amount... again they did not follow through. I received an email from XXXX ' ... heading said 'NEWREZ ' - you have been sent a secure message ... then information on HOW to access the file that appeared to be reasonable ... only to receive an error ... heading said NEWREZ family of companies ... 'you need permission to access this file - please contact the person who sent it to you. they may need to ask the original file owner to share it with you ' ... I call the number back and am told there is no record of my request.
Frequently Asked Questions
What is Complaint #17753484 about?
Complaint #17753484 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-11-20T12:00:00-05:00.
How did Shellpoint Partners, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Shellpoint Partners, LLC?
Yes, visit the Shellpoint Partners, LLC company profile at readthecomplaint.com/company/shellpoint-partners-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.