Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #18322679
Complaint Overview
Complaint ID: 18322679
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-Issue: Application denials
State: Washington
ZIP Code: 98001
Date Received: 2025-12-27T12:00:00-05:00
Date Sent to Company: 2025-12-27T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Summary of Issue : Failure to process a mortgage assumption for a Successor in Interest; bad faith documentation demands ; and lack of communication. XX/XX/year> : My divorce was finalized. I submitted the final signed divorce decree to Newrez to begin the assumption process as a Successor in Interest. XXXX XXXX : A Newrez representative indicated that my assumption application was " in good shape '' regarding credit and income, but required proof of completing the equalization payment, which was documented as {$53000.00} in the final divorce decree, but after selling of assets, the final payment to my ex-spouse equated to {$34000.00}. Action Taken : I took a loan from my 403 ( b ) retirement account and paid a settled amount of {$34000.00} ( adjusted per agreement ) to the ex-spouse. I provided this proof of payment to the mortgage company. Secondary Demand : Despite providing proof of payment, Newrez required an officially amended court decree to reflect the specific $ XXXX amount. I rehired a lawyer and obtained this amended decree at my own expense. The Denial : After submitting all requested court documents, Newrez denied the assumption, claiming " lack of evidence that the divorce is finalized. '' This is an error, as the finalized decree was provided at the onset of the application process, and the amendment to the divorce decree was provided throughout the process. Current Status : I have been unable to get a response from my loan officer, have gotten minimal response from the underwriter, and told to re-apply and begin the process from the very beginning. Since the re-application, both the loan officer and the underwriter have become completely non-responsive to multiple email inquiries. There is no clear appeal process. Escrow Error : On XX/XX/year>, Newrez issued an escrow analysis showing a {$6300.00} shortage, increasing my monthly payment by {$560.00} for the next 36 months. This shortage was never mentioned during the initial months of the assumption underwriting and creates an immediate financial hardship while my application sits in limbo.
Frequently Asked Questions
What is Complaint #18322679 about?
Complaint #18322679 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Applying for a mortgage or refinancing an existing mortgage. It was received by the CFPB on 2025-12-27T12:00:00-05:00.
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.