Consumer complaint received 2020-06-02
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Since NewRez LLC d/b/a Shellpoint Mortgage Servicing took over the servicing of our mortgage loan from XXXX on XX/XX/XXXX, in this short time, we have had to send out dozens and dozens of emails/phone calls/letters filing a formal complaint to various departments including their customer service department, their mitigation department, their boarding department, their billing department, their tax department and their compliance department. 

Various mistakes on their end is a very, very long list including " boarding our loan into a escrowed loan by error '' according to their records and their research. It took a formal complaint to finally hear back from them months later. 

Now according to our new mortgage statement date of XX/XX/XXXX we just got in the mail, once again the amount due is incorrect. 

In a letter that the compliance department sent us on XX/XX/XXXX, it says our " monthly payment decreased to {$1100.00}. '' But in our mortgage statement with statement date of XX/XX/XXXX, it now says incorrectly, " total : {$4900.00} due with payment due date XX/XX/XXXX. You must pay this amount to bring your loan current. '' This mortgage statement is incorrect and contradicts what compliance department said in a letter earlier from XX/XX/XXXX. We were expecting/told to pay {$1100.00} on XX/XX/XXXX like what was communicated to us from their compliance department and their mitigation department. 

All this communication listed above contradicts the mortgage statement we just got saying, next due date on XX/XX/XXXX. And we paid our mortgage on XX/XX/XXXX because we did not have communication/approval on a forbearance plan until XX/XX/XXXX via a letter in the mail. And this payment has not been applied to our mortgage balance according to this statement. 

In the letter mailed to us from compliance department, it says, " on XX/XX/XXXX, Shellpoint received and posted a phone payment of {$910.00} to the unapplied account. '' And our recent statement has no recent account history of this payment even though the compliance department confirms our phone payment/amount. 

This 90 day forbearance plan turned into a 30 day forbearance plan and this is not what we agreed to the terms stated in this email earlier on XX/XX/XXXX. 

We need a solution. Since this forbearance plan was not set up correctly right from the beginning because we paid our mortgage in XXXX and not told about this plan until XX/XX/XXXX and now getting a incorrect statement for XX/XX/XXXX for the amount due of {$4900.00} instead of the correct amount, XXXX {$1100.00} due on XX/XX/XXXX. 

**Our request is very simple, listed below : ** 1 ) We deserve full clarity on WHY this XX/XX/XXXX payment did not apply to our mortgage account? 
2 ) WHY is our current amount due on the most recent statement for {$4900.00} instead of the regular monthly payment they confirmed for the amount of {$1100.00}? 
3 ) FOLLOW THROUGH on the terms of their forbearance plan they presented to us for the months of XXXX, XXXX and XXXX. 90 days not 30 days. 
4 ) Lastly, please send our mortgage loan BACK to XXXX, request our simple request to please NO LONGER SERVICE OUR LOAN and send it BACK to XXXX where we had no problems/errors/good customer service for nearly two decades. 

It would be in the best interest for both parties for Shellpoint Mortgage Servicing to honor these four simple requests listed above.

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