Mortgage -- Trouble during payment process -- Complaint #18356401
Complaint Overview
Complaint ID: 18356401
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan
State: Kansas
ZIP Code: 66061
Date Received: 2025-12-29T12:00:00-05:00
Date Sent to Company: 2025-12-29T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/year>, I requested a recast/re-amortization assessment for my mortgage account after making a large principal payment. On XX/XX/XXXX, after hearing nothing from Newrez, I called and was told it was sent to me by mail ( never received ) and was sent the agreement digitally, and would receive a link to sign via XXXX. After not receiving a link, I contacted Newrez again to get a link and never received it. Additional phone calls occurred ( XX/XX/XXXX and XXXX ), in which customer service told me they didn't know how to send a link, and that they would follow up ( never happened ). A representative told me on XX/XX/XXXX that I should submit a scanned and signed agreement via secure portal. Not only did I submit the signed agreement on that date, I overnighted the agreement- which was confirmed as received by Newrez on XX/XX/XXXX during a phone call on XX/XX/XXXX. I was told it would be in place by XX/XX/XXXX, but to call back and " hold them accountable. '' By XX/XX/XXXX, my recast agreement still wasn't in place and I was told, due to XXXX day processing times, it wouldn't be in effect until later in the month, by XX/XX/XXXX ( documented via email by Newrez representative ). On XX/XX/XXXX, I received a link via XXXX to sign an agreement, which I did immediately, thinking it was the final step. On XX/XX/XXXX, I was told that it was a XXXX agreement, but was received and would be in place by XX/XX/XXXX. After calling and speaking with customer service for a total of XXXX minutes on XX/XX/XXXX, I am now being told it is another 12 days until my recast will be in place.
Frequently Asked Questions
What is Complaint #18356401 about?
Complaint #18356401 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-12-29T12:00:00-05:00.
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.