Consumer complaint received 2023-03-13
Company: Shellpoint Partners, LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
We have had issues with our mortgage company consistently since XX/XX/XXXX. 

Issue # XXXX : My husband was labeled a XXXX XXXX XXXXXXXX veteran and we contacted the mortgage company immediately to ask what steps needed to be taken since they would no longer need to collect property tax. We sent all requested documentation and had to contact them numerous times to get an early escrow evaluation to adjust our payments. This finally took place in XXXX ( 4mo of almost weekly phone calls with documentation exchanges, etc ). At that time they still insisted on collecting money for property taxes even though we had given multiple documents from the VA and county indicating we would not be paying them moving forward. Finally in XX/XX/XXXX, our regularly scheduled escrow analysis has our payment corrected. We have asked for our escrow account to be closed since we now only have to pay for home owners insurance and can do that on our own, but have been told multiple excuses for why we can't do this ( ranging from the length of the loan to the type of loan we have-it 's a new excuse every time we call ). 

Issue # XXXX : I had input my checking account information into their payment system and was having payments withdrawn on a monthly bases. In XX/XX/XXXX, my regular payment amount was withdrawn from my bank account twice. There was no evidence of this double withdrawal in New Rez 's system and they insisted that I " take it up with my bank ''. I did as requested and continued to stay in close contact with NewRez as my bank had a multiple day hold before they could execute this. Finally the charge reversed ( still showing no evidence of the issue on NewRez 's account ). Then several days later, I received a second credit in my checking account, but still no evidence of any of this on my mortgage website or on any of my statements. We waited for the account to recognize the error and just held the payment in our account knowing that if we sent it in before a payment was shown to be due, it would be applied as an extra payment and we wouldn't get credit for the one that was due in XXXX. We had the aforementioned analysis on the account done in XXXX and XXXX and they still did not show the payment reversal. While I was on the account looking for the XXXX escrow refund, I noticed XXXX account activities dated XX/XX/XXXX. I called and the representative insisted that my XXXX payment had been reversed. I repeatedly insisted that this had not been the case and was once again told to " take it up with my bank ''. I called back after speaking with my bank and was asked to provide evidence that this payment had not be reversed. It was then discovered that this reversal was related to the XXXX issue and instead of just requesting that payment be replaced, they had reversed and reallocated every single payment since XXXX and were now charging me late fees and showing late payments on my account. There has never been a single late payment and I have provided documentation of this. The missing XXXX payment has already been sent and documented in the account detail. We were told back in XXXX that this double payment issue was not isolated to our account-they had switched banks and apparently both banks withdrew from hundreds of accounts. Their error has caused months worth of lasting effects for us and we do not feel like our money is safe with this organization or that their customer service team has the capacity to effectively diagnose or manage the issues they create themselves.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief