Consumer complaint received 2020-04-01
Company: Shellpoint Partners, LLC
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
email sent after 4 attempts by phone is below The problem is XXXX had my loan and had closed the loan was transferred to New Rez and now a 3rd party Shellpoint is handling this loan XXXX told me the appraisal fee would be waived due to their errors it was never resolved XXXX closed sold loan to New Rez I made several attemps and spoke to New Rez a few months ago and someone was going to call me back with resolution no call was ever made to me in reference to this. Once New Rez purchased the loan it was on statement and I called and they told me it would be resolved 2 months ago and would sit in my statements not affect my credit now New Rez outsourced my loan to Shellpoint and Shellpoint misapplied my XX/XX/XXXX payment to pay the appraisal fee to be paid out of my XX/XX/XXXX due date for my mortgage payment {$310.00} {$810.00} principal and {$490.00} to principal the next statement I received was that my XXXX payment past due with late fees and I made several attempts along with the 3 hour 20 minute call last night to have my payments reapplied correctly and was to be taken care of and no call received like I was told. I just want my payment applied towards my monthly payments and the XXXX appraisal fee to be waived like I was told. I do not want any credit damage or to be late - when I spoke to XXXX last night at Shellpoint he said he received a payment XX/XX/XXXX which brought the XXXX payment current I advised again that that is for the XX/XX/XXXX payment that is due. 

I called last night after I received an email I would receive a call and no call received I sat on the phone for a total of 3 hours and 20 minutes At New Rex someone picked up XXXX and sd he would have to transfer me advised I already sat on hold for ran hour and half he sd would be 20 minutes sat on hold another hour and half and was transferred to a 3rd party servicer that New Rez transferred to Called Shell Point Talked To XXXX for 20 minutes he adviesed my payments would be reviewed by a supervisor and I would be called between XXXX pm today I received no call today ( BELOW IS THE EMAIL I SENT TO NEW REZ XX/XX/XXXX ) XX/XX/XXXX I have left 4 messages no call back I emailed a few days ago, still so response. You did not apply my XX/XX/XXXX payment I have an excellent credit score and if this affects my credit I am filing a complaint I have never missed a payment!!!!!! you applied 2 checks of XXXX not to my mortgage payment if I do not get a response today and this is reported for your error and you do not apply my payment for XXXX of XXXX there better not be late fees I am contacting CFPB if no response again from your company!!!!!!!!! 
I want that appraisal fee of XXXX corrected and waived like I was told it would be and DO NOT misapply my payments again I will contact the Consumer Financial Protection Bureau and file a complaint I spoke to several reps and was told NEWREZ was still reviewing from when you bought my loan from XXXX spent several hours talking with reps about the appraisal fee which was XXXX every amount of overpayment you applied towards that. 
The reps at New Rez said that will sit in balance of loan at end until resolved and reviewed and waived this XXXX was to be waived due the errors from XXXX for the appraisal and they took over 4 months to get someone out to be appraised so I could get rid of th ePMI I was told this would be waived as this appraisal was done to get my PMI off and all the errors XXXX did in the process of the appraisal and pmi taken off. 
Please respond to my email and contact me today I am calling and filing a complaint today if NO RESPONSE CFPB!!!!!!!!!

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation