Consumer complaint received 2020-12-01
Company: Shellpoint Partners, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Communication after the initial phone call was non-existent. It has taken 6 months to complete a refi from an existing loan with their company. They finally funded today and yet they have failed to pay credit cards as provided in the underwriting. Please find below a whole list of complaints regarding this company. 
XXXX XXXX XX/XX/2020 at XXXX XXXX - Its a shame you dont mention their complete inability to credit payments properly, even while following their procedures. Since being purchased from Ditech, I have a call history of several times a WEEK to get my money applied correctly. I pay them. I fulfill my end of the bargain. The least this company could do is put the money where it is directed. 

I realize this isnt a rating article, but I am here to tell you their XXXX ratings are justified. 

XXXX XX/XX/2020 at XXXX XXXX - Just posting my personal experience with a refinance. They have been terrible to work with. The process has taken almost 5 months so far and no end in sight. They are very unresponsive, they sent my personal financial documents through unsecure email. They ask for documents that I have already sent or that are not related to me or my business. Do yourself a favor and go with someone else. 

XXXX XX/XX/2020 at XXXX XXXX - This Company is a Complete Joke.. Mince they acquired my loan from Ditech, it has been a joke Calling to get payments posted and speaking of calling them, you had better plan on about 2-3 hours because their entire system is automated, IT IS IMPOSSIBLE to get a human being. I requested over a month ago to simply add my wifes name to the loan and home in the event something happened to me, not only did I receive two e-mails telling me they were to busy to address my needs, they put you on hold for hours to get a voice mail box to leave a message for them that never gets returned Not to mention that they charge you {$10.00} for an online payment in addition to you normal mortgage payment. if you want to attempt to use their phone automated pay system, they charge you {$12.00} This Company is the biggest joke, Ive ever been involved with in my 30+ years of owning a home Trust me, RUN AS FAST AS YOU CAN AWAY FROM THIS COMPANY They are 110 % incompetent of handling a mortgage or anything involved with it The reason they are a top 20 Mortgage Loan Company and their revenues are going up is do to ALL THE LOANS theyve acquired and the monthly service charges they charge you to simply make your mortgage payment online.. AGAIN RUN AS FAR AWAY FROM THIS COMPANY AS POSSIBLE. NewREZ/XXXX is a JOKE!!! 

XXXX XXXX XX/XX/2020 at XXXX XXXX - Worst mortgage company every. They took over my loan from XXXX after 12 years and within a few months screwed up the escrow and didnt pay my home owners insurance! WOW! Trying to get help on their site and talk to a person is very difficult requiring going thru multiple phone trees. Finally, they dont accept automatic payment from my bank without a fee. All in all the worst mortgage company experience I have ever had. 

XXXX XX/XX/2020 at XXXX XXXX - Bad customer service CANT reach loan officer. Started refinance process. Turned in all paperwork, missed 5 closings. Still waiting! Losing money. Cumbersome customer service. Bad deal! How did they reach XXXX XXXX in sales? Ask your States Attorney Office. 

XXXX XXXX XX/XX/2020 at XXXX XXXX - Terrible customer service. Ive been dealing with a refinance since XXXX. Tomorrow is XXXX, and I am no closer to closing than I was in XXXX. No loan officer answers the phone and every voicemail is full. Customer service is a joke. They just transfer me to different people, and I am bounced around like a ball. Very disappointed and aggravated and am moving my mortgage asap. Do NOT recommend New Rez at all. 

XXXX XX/XX/2020 at XXXX XXXX - Just had an awesome experience! And Im really glad because I was very nervous.. 

XXXX XX/XX/2020 at XXXX XXXX - DO NOT USE NEWREZ.biggest mistake I have made. Been trying to refi. Since XXXX it is now XXXX still waiting. They keep transferring me to new loan processors. I have sent the same paperwork in multiple times. Cant reach anyone by phone. My loan was approved 2 months ago still waiting. This company is a joke go somewhere else. 

XXXX XXXX XX/XX/2020 at XXXX XXXX - New Rez is the worst mortgage company!! My loan was with Ditech and it was sold to New Rez. New Rez called and offered to refi my loan at a lower interest rate. The Loan Officer XXXX told me it would be easy no hassle. He also said no need for another appraisal since the loan was only 1 year old and we were not taking any additional money out! 
HA 5 months later they are asking for docs they already have. The Loan Processor can not see the docs I upload to their secure site. The absolutely worst lender I have ever worked with! Save yourself the frustration and find another lender!! 

XXXX XX/XX/2020 at XXXX XXXX - NewRez/Shellpoint acquired our mortgage from XXXX. First payment to NewRez was in XX/XX/2020, which we set up via the NewRez website for automatic payments on the first of every month. All went well until XX/XX/2020. They never took the payment that was supposed to be taken from our checking account! We didnt notice until we got a call on XX/XX/2020 from some strange number saying they were NewRez, didnt speak to them as we didnt recognize the number. Looked at our account online via their website and low and behold the XXXX payment hadnt been automatically obtained! Got on the phone with NewRez customer service immediately to find out what was going on and was told it was some kind of glitch. Mind you, payments having been transferring for payment perfectly since XX/XX/2020! There is plenty of money in the checking account for this! I spoke with two different persons on XX/XX/2020, with the second person taking the payment over the phone with the statement from her that there will be no late charge, no fee and it would be ACH. It is now XX/XX/2020 and on their web page it is showing me that it is an unapplied payment! What the heck, this is the XX/XX/XXXX payment and should have been applied as such IMMEDIATELY on XX/XX/2020. So we get on the phone again with them today XX/XX/2020 and ask whats going on? Was told that she would immediately request it be applied to the XXXX payment and you are not late I contacted our bank right after speaking with NewRez on XX/XX/2020 and the bank said no attempt at payment had been requested by NewRez/Shellpoint, they ( the bank ) are not stopping any payment and we have plenty of money to cover 4 years of payments! We have less than 1 year left on this 1st mortgage and are seriously considering going to the state attorney generals office, the better business bureau, hiring an attorney and paying this off now. Our online account with NewRez shows the next payment to be auto-paid is scheduled for XX/XX/XXXX, but if we attempt to look at the scheduled automatic payments, it tells us we cant because the account is past due. This is so wrong on many levels! We have NEVER been late in 29 years with our mortgage payment and we have a perfect credit score over 850! Are they now going to XXXX our credit score? STAY AWAY FROM THEM! 

XXXX XXXX XX/XX/2020 at XXXX XXXX - Hi we attempted refinance with a VA mortgage with NewRez but the loan officer is not very forthcoming. Process started XXXX XXXX with E-signing papers then he said he needed one more item ( Soc.Security Letter re income ) we sent on XX/XX/XXXX. Then we waited then we emailed him XXXX XXXX to get update, no response. The computer showed in underwriting ; then we emailed him and he said things were going along should be hearing in two weeks three weeks went by then all of sudden the computer log in said our account was inactive then we called and called ; finally went to customer service then a week later we heard from loan office who apologized with a family issue then he said he did not get the SS info and I forwarded him the email with the SS info and then he tried to outspeak me saying yes but he needed the letter and then said oh, oh here it is okay. So, now he had restarted a whole new loan different no. we now have just received a new welcome letter from the title company ( we had already sent them the required information with the first loan application ) and the letter had the wrong street address. I think we are going to pull out of this with NewRez but no way to treat a Veteran. What do you think? 

XXXX XXXX XX/XX/2020 at XXXX XXXX - The worst company I have ever dealt with in my 35 years of dealing with mortgage companiesapplied for a refi on XX/XX/2020 with an XXXX credit score, 13 % total debt to income and a 40 % LTV on the request. After submitting all requests, as of XX/XX/2020, still no answer. I have 3 managers phone and emailstheir voicemail boxes are full and they will not return emails after 5 attempts. Loan officer does not know his job or understand mortgages and will not return call.stay as far away from them as possible. 

XXXX XXXX XX/XX/2020 at XXXX XXXX - Absolutely hands down the WORST company I have ever dealt with. They are XXXX, XXXX and possibly corrupt. They have held up endorsing a check to my re-roofer for a month and still have not released it. They tell me a XXXX story about their XXXX business woes. They have less than the amount of people needed employed, the hurricane, the this, the that and the other. Infinite excuses for holding my money XXXX in something they should be absolutely no part of. 

I will NEVER do business with this company again and have been motivated to rapidly refi to eliminate all ties to them. I only have to put up with their shenanigans because they bought my mortgage. I hope by refinancing, I cause them loses and pain. 

Total XXXX company. Stay clear!!! 

XXXX XXXX XX/XX/2020 at XXXX XXXX - We have owned 7 homes in 35 years and have NEVER made a late payment. We still havent. But apparently, XXXX bought out my ditech loan, sent us a new Payment address but not a new number. then about a year later our payments are disappearing. Apparently they gave us a new loan no without bothering to tell us. So our payments went to another loan number ( our old one ). This is what these ppl do! They buy mortgages than service them! But XXXX doesnt apparently have the competence to record payments. 7 calls, 6 emails, 5 weeks, our credit is ruined and they keep putting the requests in and nothing happens!!! What is wrong with these people! Its like a XXXX episode. 

Mark my words. Stop dealing with them. They will do whatever is in their power to make you miserable! 

XXXX XXXX XXXX XX/XX/2020 at XXXX XXXX - They are terrible to deal with. I started a refi in XXXX, still not settled. They took a double payment out of my account and I finally got a response 3 weeks later! You cant speak to anyone. I definitely regret dealing with NewRez XXXX XXXX XX/XX/2020 at XXXX XXXX - Congress needs to investigate this company as they did XXXX XXXX. Congressional Class Action Lawsuit against this company their Escrow charges and late fees payment that had never occurred on your Mortgage Statement.

Company response to consumer: Closed with explanation