Consumer complaint received 2021-05-13
Company: Shellpoint Partners, LLC
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Full details can be found in the numerous attachments with the first file named XXXX - Loan # XXXX ( 119 KB ) ) containing the full-length details of the complaint with the company and their response to that in the file named ( XXXX ( 231.2 KB ) ) In an effort to refinance my VA mortgage I conducted the process through Lending 3 last summer signing documentation in early XX/XX/XXXX. Lending 3 sold that mortgage to NewRez LLC which is a subsidiary of Shellpoint. Both of which are not financial institutions, but at best loan servicing companies or better classified as predatory debt collection agencies. 
-Long story short the company proclaimed the ability to interact with active-duty service members and process allotments. As they are not a financial institute and I only have an account number which they used for internal tracking vice an actual bank account like a bank, the best they could provide is the XXXX XXXX routing number and their account number with XXXX  XXXX to establish allotment. I asked in numerous conversations how does that gets credited to my account which they dismissed and explained they have away. As a result, this was set up XXXX for XXXX XXXX payment which due to their lack of clarity in process was not figured out until XX/XX/XXXX ( despite their extensive work with service members and allotments ). This lack of faith caused me to cancel the allotments and provide direct transactions as I was in fear of my account ending up late or delinquent because they could not provide any confidence that they had figured out. 
Payments for XXXX, XXXX, and XXXX went through without concern. When I went online to make payment in XXXX, I noticed a late fee had been accessed and several bizarre transactions are taken on XX/XX/XXXX. In short, NewRez rescinded all previous payments and reallocated as they saw fit and omitted XXXX, payment explaining when I spoke with them that the XXXX payment had been misappropriated to my account and that all other payments were backwardly applied i.e., in that my XX/XX/XXXX payment intended for XXXX, was actually credited to XX/XX/XXXX 's payment. In this NewRez provided no evidence or could provide no proof of where the funds for the XXXX payment had gone. The uniqueness of this payment is that allotments set up through mypay, are in whole dollar amounts. as my mortgage payment {$2500.00}, there was appropriately on XX/XX/XXXX, and an additional {$0.00} applied to my principal providing some evidence that the payment sent from DFAS on my behalf was my payment. 
In addition to all of this by just fabricating payment dates XXXX by omitting a payment without justification or any notification that they would access a late fee for the month of XXXX and run a 30-day late notice on my credit report. In response to this, I made an additional payment on XX/XX/XXXX along with payment of the late fee, in a sense of good faith that NewRez needed time to remove their heads from wherever they got it stuck. 
Now, after my complaint has been processed, they not only acknowledge in the second sentence of their response that 4 payments had been made and were reversed, but NewRez also selectively decided which payments to apply and when to apply them. Most significantly XXXX and XXXX payments were applied on the last day of the month and XXXX 's payment applied on XX/XX/XXXX, which has now resulted in an additional 30-day late payment posting to my credit report. Interestingly I have provided proof of all payments and specifically the one now being contested on XX/XX/XXXX. To include NewRez statement which shows the payment being made and applied to the XXXX due date, with a statement from my bank declaring the payment processed accordingly and bank statements demonstrating the deduction from my account. 
The attached complaint was sent on XX/XX/XXXX, after NewRez has refused to address the issue. Their response was received on XX/XX/XXXX, making the situation worse where they outward state they removed the payment and selectively applied them as they discern. Most of the issues addressed in the complaint were not addressed and made the situation worse.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation