Mortgages
Newrez (Shellpoint): what servicemembers report to the CFPB
CFPB Consumer Complaint Database, complaints tagged servicemember, received 2023 to 2025. Read October 28, 2026. Open the same query on consumerfinance.gov.
- Servicemember complaints
- 925
- Closed with money back
- 1%
- 2023 to 2025
- 184 to 457
Servicemembers filed 10.9% of Newrez (Shellpoint)'s 8,459 complaints in the window, against 2.5% across the directory. The complaints are mostly about mortgage, and the single most common issue is "Trouble during payment process". 1% of servicemember complaints closed with money back, against 2% across all 349 companies in this directory. The yearly count rose from 184 in 2023 to 457 in 2025.
What the complaints are about
By product
| Mortgage | 788 |
| Credit reporting or other personal consumer reports | 76 |
| Debt collection | 34 |
| Credit reporting, credit repair services, or other personal consumer reports | 17 |
| Debt or credit management | 4 |
By issue
| Trouble during payment process | 532 |
| Struggling to pay mortgage | 150 |
| Incorrect information on your report | 72 |
| Applying for a mortgage or refinancing an existing mortgage | 42 |
| Closing on a mortgage | 32 |
| 2023: 184 | 2024: 284 | 2025: 457 |
Which accounts, specifically
| Conventional home mortgage | 465 |
| VA mortgage | 411 |
| Credit reporting | 116 |
| FHA mortgage | 73 |
| Home equity loan or line of credit (HELOC) | 60 |
What went wrong, specifically
| Escrow, taxes, or insurance | 200 |
| Trying to communicate with the company to fix an issue while managing or servicing your loan | 161 |
| Payment process | 141 |
| Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure | 63 |
| Account status incorrect | 53 |
Busiest month: November 2025, with 81 servicemember complaints. Most were submitted by web.
Most complaints came from FL (105), TX (78), CA (70) , then TN, VA, GA.
How Newrez (Shellpoint) answered
| Closed with explanation | 912 | 99% |
| Closed with monetary relief | 10 | 1% |
| Closed with non-monetary relief | 3 | 0% |
Newrez (Shellpoint) responded within the CFPB's 15-day window on 99% of servicemember complaints (directory-wide: 99%). Where the company published a response, the most common was: "Company believes it acted appropriately as authorized by contract or law" (448). A complaint closed "with explanation" means the company answered in writing and changed nothing; "monetary relief" means money moved.
In servicemembers' own words
Narratives the CFPB publishes with the consumer's consent. Personal details are removed by the CFPB before publication. Each links to the original complaint.
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Mortgage; Trouble during payment process. FL, 2024-09-04. Outcome: Closed with explanation. Complaint 9997845
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Mortgage; Trouble during payment process. FL, 2024-09-04. Outcome: Closed with explanation. Complaint 9997731
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Mortgage; Trouble during payment process. TX, 2024-08-31. Outcome: Closed with explanation. Complaint 9980161
If this is your problem at Newrez (Shellpoint)
For a pre-service debt above 6%: the written request and the refund estimate; for repossession, foreclosure, a default judgment or eviction, the court-protection guides and the Department of Justice; for a loan or card taken during service, the Military Lending Act. A CFPB complaint is the dated record that follows, and it is the data on this page. This site's verified guide to the company's own military policies: Newrez SCRA (Shellpoint): 6% Cap, PO Box 10826, a 9-Month Error.
Compare with mortgages peers
- Freedom Mortgage 926 servicemember complaints; 0% with money back
- Mr. Cooper 1,015 servicemember complaints; 0% with money back
- Pennymac Loan Services 446 servicemember complaints; 2% with money back
- Carrington Mortgage Services 425 servicemember complaints; 0% with money back
- Ocwen Financial 352 servicemember complaints; 1% with money back
Next in the directory by volume: Santander, Goldman Sachs Bank (Apple Card), Affirm.
Frequently asked questions
How many complaints did servicemembers file against Newrez (Shellpoint)?
925 complaints tagged servicemember were received by the CFPB about Shellpoint Partners, LLC between January 1, 2023 and December 31, 2025 (database read October 28, 2026). The tag covers active duty, Guard, Reserve, veterans, retirees, and their spouses and dependents. The yearly count rose from 184 in 2023 to 457 in 2025.
What do servicemembers complain about most at Newrez (Shellpoint)?
Mortgage accounts for 788 of the 925 complaints, and the most common issue is "Trouble during payment process" (532). Next: "Struggling to pay mortgage" (150).
Does Newrez (Shellpoint) give money back when a servicemember complains?
1% of servicemember complaints closed with money back, against 2% across all 349 companies in this directory. 3 closed with non-monetary relief and 912 closed with an explanation only. Newrez (Shellpoint) answered 99% of these complaints within the CFPB's 15-day window.
Tools for this topic
- SCRA refund calculator What a lender owes back for charging over 6%.
- Savings calculator What the 6% cap saves you per month and per year.
- Letter generator A rate-cap or lease letter that cites the statute.
CFPB counts for complaints tagged "Servicemember" received 2023-01-01 to 2025-12-31, read October 28, 2026; names are the CFPB's; percentages only at 100+ complaints; a complaint is not a finding of wrongdoing. Method and the full directory.
Heads up: SCRA Saver publishes general information, not legal or financial advice. Laws change and every situation differs. Confirm details with your installation legal assistance office (free for service members) or a licensed professional.