Consumer complaint received 2023-08-06
Company: Shellpoint Partners, LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am writing regarding NewRez ' response to my recent complaint # XXXX. Unfortunately, the situation with NewRez further devolved even after my complaint was submitted to CFPB, indicating wanton carelessness, which unfortunately was completely expected. 

Furthermore, NewRez chose not to address their poor user experience design in their response, which is a critical gap for a mortgage servicing company. This continues beyond the glitch I described in my original complaint. ( That issue with poor website design NewRez unfortunately but expectedly blamed on user error rather than poor user experience design, the true culprit. It was completely unhelpful in their response when they indicated I needed to hit " continue '' for the information to save. In fact, I did hit " continue '', and the information was not saved. Hence, we have my request to them to fix their glitchy website. ) These glitches continue. As of today, on XX/XX/XXXX, when I went to NewRez ' website, the site indicated my recurring payments were set up with my XXXX account and the next payment is to be debited on XX/XX/XXXX. However, NewRez also sent me a letter dated XX/XX/XXXX, which stated my autodraft payments had been canceled because " your financial institution was unable to locate your bank account ''. Hence, we have a website that contradicts a mailed letter and their own customer service representative ( on a call dated XX/XX/XXXX ). To pre-empt NewRez from blaming this on the bank updates I just completed, please note I have multiple screenshots across several days indicating this contradiction. NewRez ' customer service representative also indicated on XX/XX/XXXX that she would submit this part of my complaint to the internal system. Yet, here we are on XXXX, and the problem persists. 

I'm concerned how much this feels like fee entrapment whereby NewRez intentionally causes confusion in the hopes of collecting more fees. Hence, I continually question how pervasive these issues are with this company and other consumers. A brief review of NewRez ' XXXX  profile indicates that many, many other consumers are also struggling with their business model. 

Furthermore, I wanted to highlight the poor delivery of customer service throughout this process. When I called on XX/XX/XXXX, I discussed with the customer service representative XXXX XXXX XXXX that the online payment on XX/XX/XXXX did not work because the request was mistakenly sent to XXXX, a long inactive account. However, during a call on XX/XX/XXXX, they contradict themselves and indicate it was the XXXX account that the bank couldn't find for the attempted payment on XX/XX/XXXX. In the response to my complaint, they contradict themselves again and say it was a form error on the website. On XX/XX/XXXX, I was also told that the reason my recurring payments were cancelled was because " the accounts didn't match up '', meaning since I paid via phone on XX/XX/XXXX with a different account, that the recurring debits were cancelled. Since this made very little sense, I continually challenged this and requested more information. Unfortunately, NewRez ' customer service representative did not maintain professionalism and began to take my attempts to extract accurate information about the mortgage on my home as personal attacks on her. This should not happen ever again. It very much feels like NewRez trains their customer service representative in antagonistic and aggressive tactics, much like a debt collector, which I suppose they are. 

If given the opportunity, I would very much like to sever my business relationship with NewRez. Unfortunately, my loan was sold without my say or consent. Since the consumer is forced into this business relationship, the company should at least be required to maintain professionalism and give accurate information about the status of the mortgage at every interaction, whether on the phone or website. When NewRez does this, my complaint will be resolved. Until this happens, I will proceed to reopen new complaints until this is in fact resolved to my satisfaction.

Also, I'll point out that my original request was to have all fees assessed in XXXX refunded given the grave inconveniences, issues, and inaccuracies I've experienced throughout this process. NewRez has chosen not to do this and has decided to keep an additional {$50.00} beyond my mortgage. I think it's important to note the greed ever present in these interactions.

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