Consumer complaint received 2023-09-25
Company: Shellpoint Partners, LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
I sent my mortgage payment through XXXX XXXX on XXXX for {$1200.00}. It was deposited by Newrez  on XXXX, and I can see the endorsed check on XXXX. On XXXX I read an email from Newrez sent the night before ( XXXX at XXXX ) that my payment had not been received. After checking with XXXX to be sure the payment had been sent, and deposited, I contacted Newrez through their chat line to ask why the payment had not been applied to my account. I was unable to save the chat since Newrez does not offer a function to download the chat, and I didn't get a screenshot in time. I was asked what address I sent the check to, and what account number was on the check, both of those checked out as correct. I was then asked to provide proof that the payment was sent, and I was able to upload the proof from the bank. However, there is no way to confirm or see what I sent on the account webpage. I got a form email on XXXX confirming that they received my request, but no mention of what the request was. On XXXX I used the chat function again to see if anyone had looked at the proof of payment. The agent on the chat said that they were waiting for proof of payment from me. I told them it was uploaded last week. They said they would check, and after a couple of minutes confirmed that the proof of payment was there, and that they would apply it. I asked if it was being applied to my account, and they said yes, but later said they would be researching the payment and it would take up to 5 days to apply it to my account. They also said a letter confirming that I had uploaded the proof of payment had been mailed to me last week. A letter is a very slow way to handle a late payment. At this point I asked to speak to someone who could take some action on my account, and was told I could not, as payment processors were not customer facing, or something to that effect ( the agent closed the chat before I could take a screen shot. I believe this is intentional on their part. ) I asked to speak to someone with some authority, and was given the customer service number. I called, and finally spoke to someone who was able to look at the proof of payment, was able to tell me that everything on my end was correct, and that Newrez did deposit the check, but that he could not see to which account. I was told this should be resolved by XXXX. Not will be, but should be. They can see that I paid, I fail to see why I need to wait for them to figure out what they did with my payment. They should update my account to show that the mortgage payment due on XXXX was paid, and handle looking for the money on their own time. This is not the first mortgage company that my loan has been sold to, but it is the first to make it so hard to keep a paper trail of what is happening with my account, and it is definitely the first to deposit my payment, but not only not credit it to my account, but make it my problem that they mishandled my payment.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with non-monetary relief