Consumer complaint received 2024-01-30
Company: Shellpoint Partners, LLC
State: MN
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

Complaint:
Ultimately, my concern is the disorganization and unprofessionalism of the company in-general. They send out letters in-error, take payments in-error, and their systems are unable to address changes properly and illustrate anything outside of the regular monthly payments. A company should not offer an alternative payment system ( biweekly ) if they can not track and process it properly and without error. I'm worried that payments are going to be missed by them and/or my credit affected by their erroneous behavior. Here is a timeline of events- all kicked off by my request for biweekly payments : XX/XX/XXXX Loan Origination Date ; Refinanced mortgage and NewRez is our new mortgage company No issues for about two years XX/XX/XXXX Receive letter that NewRez now offers biweekly payment options ; Request for Biweekly payments sent via U.S. Mail XX/XX/XXXX - Letter of Transfer to XXXX XXXX received from NewRez XX/XX/XXXX Email from NewRez : This is to confirm that your recurring payment of {$2500.00} has been applied to your account on XX/XX/XXXX. 

XX/XX/XXXX Email from NewRez : We've received and processed a request to stop your recurring automatic payments of {$2500.00} on the account ending in XXXX. This cancellation will be effective as of XX/XX/XXXX. Letter also received in the mail stating that the reoccurring payments are cancelled per my request, but NO MENTION OF THE BIWEEKLY PAYMENTS. 

XX/XX/XXXX Attempt to search online for my new mortgage with XXXX, nothing found XX/XX/XXXX Attempt to search online for my new mortgage with XXXX, nothing found XX/XX/XXXX Attempt to search online for my new mortgage with XXXX, nothing found ; Telephone Call to XXXX RE Mortgage transfer. XXXX does not have record of my mortgage. Telephone Call with NewRez to confirm they are still my mortgage holder confirmed. THIS MEANS THE LETTER OF TRANSFER WAS SENT IN ERROR. Chat with Customer Service regarding erroneous transfer letter ; Complaint filed on my behalf ( Complaint # XXXX ) ; Letter sent to NewRez requesting a copy of this complaint. ( No response from NewRez ) XX/XX/XXXX Email from NewRez : This is to confirm that a payment of {$1200.00} is scheduled to draft on XX/XX/XXXX. If you wish to cancel the draft or have any questions, please contact our office at XXXX within three days prior to the draft date. Another email from NewRez : If you are currently set up on an autodraft ( ACH ) scheduled to draft on XX/XX/XXXX, your automatic payment may be delayed a couple of days due to the holiday. We appreciate your patience and thank you for your continued business. ( How are they just blanket sending this out? ) XX/XX/XXXX First installment of biweekly payments processed ( half of mortgage payment ) ; Telephone call to NewRez to confirm that the next payment will be taken out and there will not be a late fee. 

XX/XX/XXXX Letter from NewRez stating they request additional time to gather information ( I assume about my request for copies of the complaints, but they dont reference anything in particular ) XX/XX/XXXX Second installment of biweekly payments ( half of mortgage ) ; ALSO another FULL amount of the mortgage ACH is processed, and then reversed XX/XX/XXXX - Telephone call with NewRez RE double payment; Confirmed again that no late fees will be issued. Also requested copies of complaints ; Given loan servicing email address ; Complaint filed on my behalf ( Complaint # XXXX ) XX/XX/XXXX Email to loan servicing requesting copies of complaints XX/XX/XXXX Response from NewRez RE copies of complaints, need a subpoena ; Subject of the email from NewRez CONTAINS MORTGAGE ACCOUNT NUMBER XX/XX/XXXX Letter dated XX/XX/XXXX received and NewRez now references their parent company Shellpoint, and then states that they are working on my request and will respond soon. 

XX/XX/XXXX - Telephone call to customer service and the agent told me that everything was " fine '' and the statements will always appear this way, but it's OK and the account is paid. Attached statements shows " unapplied '' payment and an overdue balance. Thankfully no late fee, but it's very confusing.

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