Consumer complaint received 2022-08-02
Company: Shellpoint Partners, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I wired the {$66000.00} payoff mortgage balance to NewRez from XXXX XXXX Bank following NewRez 's exact wiring instructions in XX/XX/XXXX email. 
Wiring Instructions- * You must include the " Reference '' information listed below if wiring funds * Bank Name : XXXX XXXX XXXX # : XXXX Account # : XXXX Account Name : NewRez Reference : XXXX / Then, XXXX, NewRez, and I verified pertinent details on a 3-way call. Right after, I called XXXX and NewRez back to confirm that everything went through. On XXXX, a NewRez rep told me that my payoff wasn't posted yet, they were processing my wire, and not to worry about the per diem interest. 

Shockingly 20 days later on XX/XX/XXXX, a XXXX customer care rep informed me that XXXX XXXX returned {$66000.00} without any reason. I called NewRez countless times since XX/XX/XXXX to resolve this issue. I repeatedly and adamantly told them that I will NOT pay any extra interest for their mistake. Either they can zero out my balance or accept the XXXX payoff since the issue is on their end. 
Several NewRez reps, leads, and supervisors kept telling me that they did not receive the wire ; they were investigating it, and shamelessly schemed to encourage me to pay the extra per diem interest in the meantime to clear my balance. 
They asked for proof of payment in the form of a bank statement, so I faxed and emailed it on XX/XX/XXXX. NewRez reps always promised to call back with updates, but they never did. 
After several more calls on XX/XX/XXXX, NewRez team lead XXXX XXXX, asked for wire instructions as more proof. Promptly, I set up a 3-way call in which XXXX rep XXXX confirmed NewRez 's wire instructions with NewRez rep XXXX XXXX XXXX 
NewRez asked for more time to investigate and on XXXX, I received the following email : " After our investigation on the returned wire, We did receive a wire in the amount of {$66000.00}, but the wire details lacked identifying information. The wire was rejected due to being unable to locate an account with the information provided. 

You will need to resubmit the funds, and to be sure to include your loan ID ( XXXX ). 
The approval to back date has been denied due to non-SMS error. 
See below for the original wire details : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX XXXX XXXX BANK XXXX XXXX XXXX XXXX XXXX XXXX NEW YORK UNITED STATES XXXX XXXX XXXX XXXX XXXX XXXX NEWREZ LLC XXXX XXXX XXXX XXXX SC XXXX US Completed XXXX XXXX ( Time Released XXXX Wire Instructions XXXXXXXX XXXX  : Bank Name : XXXX XXXX Bank Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : XXXX SC XXXX Bank Acct : XXXX XXXX XXXX  # XXXX Acct Name : XXXX XXXXXXXX XXXX Reference ( loan ID # & Borrower Name ) '' Straightaway, I called to payoff the XXXX balance again, but NewRez reps and supervisor XXXX XXXX kept asking me to pay the new XXXX XXXX balance {$64000.00} to resolve it. I repeatedly told XXXX that we followed all their wire instructions, provided the needed proof, and the mistake is on XXXX XXXX 's end and I will report them to XXXXCFPB. I then paid my regular monthly {$2000.00} to avoid late fees. 

This scheme to get more per diem interest is unacceptable. It shouldn't be harder than pulling teeth to payoff my mortgage. Congrats, NewRez ranks as # XXXX worst financial institution.

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