Consumer complaint received 2023-12-13
Company: Shellpoint Partners, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Loan sold or transferred to another company

Complaint:
Our mortgage loan, held by XXXX XXXX XXXX, was acquired by Shellpoint Mortgage, both under the umbrella of Newrez effective XX/XX/2023. 
Our payment made for XX/XX/2023 was paid to XXXX XXXX XXXX, but not properly credited when the loan was transferred and has subsequently caused Shellpoint to record our account as past due and take steps to collect. 

Over the last three months, we have attempted to work with Shellpoint, providing proof of payment so that the error would be corrected. To date, weve experienced near-constant frustration and appear to be no closer to resolution. 

We have made dozens of calls, sent emails, and written letters. We requested a complete written transcription of all activity on our account, including a transcript of all phone call communications. 

Following is a narrative of activity. 

XX/XX/2023 : XX/XX/2023 loan payment made to XXXX. 
XX/XX/2023 : Received notification that the loan had been transferred to Shellpoint. 
XX/XX/2023 : Received a phone call from XXXX XXXX introducing Shellpoint and offering to help us set up our online account. Unable to activate the account, was told to try again later. 
XX/XX/2023 : Follow-up email to XXXX XXXX XXXX Newrez requesting additional assistance to set up an online account. Due to an error in setup on the Shellpoint side, the account was not able to be activated. No response was received. 
XX/XX/2023 : I received a call from XXXX XXXX at Newrez stating XXXX payment was not made. Proof of payment was provided again via email to XXXX. 
XX/XX/2023 : Email XXXX XXXX asking again for a call to assist in setting up an online account. No response. 
XX/XX/2023 : Email received from XXXX XXXX at Newrez, again stating XXXX payment was outstanding and the XXXX payment was due. 
XX/XX/2023 : Phone call to Newrez, asked to speak with XXXX XXXX, who was unavailable so spoke with XXXX XXXX. Explained that payment for XXXX had been made to XXXX, proof had been submitted as requested but the account is still showing the payment not made. XXXX stated she would follow up and get back to us. No follow-up was received. 
XX/XX/2023 : Sent follow-up email to XXXX XXXX XXXX for an update. No response. 
XX/XX/2023 : Phoned XXXX XXXX and was told unavailable so helped by XXXX XXXX. XXXX explained that XXXX XXXX is in residential so should not have been handling our loan, so likely the reason for no follow-up. XXXX would leave a message for XXXX to return my call. 
XX/XX/2023 : Received an email from XXXX XXXX stating proof was received and the task is being resolved. XXXX will be in touch when updated. No follow-up was received. 
XX/XX/2023 : Received email notification that loan was past due. Sent XXXX a follow-up email with a reminder narrative of XXXX error and provided proof of payment. 
XX/XX/2023 : Email to XXXX XXXX asking for follow-up or the name and contact information of someone who could help us. 
XX/XX/2023 : Called Newrez and spoke with XXXX XXXX who stated she would reach back out to XXXX for proof of payment. Followed up by sending an email to memorialize our conversation including XXXX personal guarantee to monitor the account and to reach out to us before the end of the month and before any report is made to credit agencies. 
XX/XX/2023 : Sent final demand email, memorializing the issue, providing proof of payment, and requiring a response before XX/XX/2023. No response was received. 
XX/XX/2023 : Called and spoke with XXXX XXXX who advised that we provide by mail a written narrative of activity on the account, including printout of all correspondence and supporting documentation of the XXXX payment. 
Further, XXXX confirmed that there was no record of late payment, no assessment of late fees, and no record of reporting to credit agencies. 
XX/XX/2023 : Sent letter of FINAL DEMAND via USPS. No response was received. 
XX/XX/2023 : Phoned Shellpoint to make the XXXX payment. Was told the XXXX payment would be applied to XXXX as our account is past due. Explained to three customer service representatives that the account was not past due. Left on hold for over 40 minutes, disconnected, and had to call back. Was forced to make a payment and have it applied incorrectly due to Shellpoint 's poor accounting.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation