Consumer complaint received 2024-11-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
XXXX To : Whom it may concern at Shellpoint a division of NewRez XXXX loan agency in charge of the loan cc. Consumer Financial Protection Bureau From : XXXX XXXX XXXX XXXX XXXX, XXXX Loan # XXXX for the property at XXXX XXXX XXXX XXXX. XXXX Az XXXX Shellpoint ( referred to as XXXX  from here 0n ) purchased my loan from Specialized Loan Servicing ( referred to as XXXX  from here on ) beginning XX/XX/2024. 
XXXX XXXX XXXX paid XXXX XXXX XXXX for my home owners Ins. that was already paid by XXXX. This created a XXXX deficit in the escrow account. 
XX/XX/2024 XXXX XXXX sent a ck for XXXX to me. 
I was out of state XXXX through the month of XXXX XX/XX/2024 after receiving my mail I found the Insurance ckeck and XXXX XXXX  statement I called and spoke to XXXX to inquire as to why my monthly payment went up XXXX. She explained that it was because of the escrow shortage ( created by SP ). She also told me not to cash the Ins ck and that XXXX would void the ck and XXXX would straighten it out. First review. 
XXXX XXXX, I called XXXX to ck progress. I spoke to XXXX. She told me there was no progress and that XXXX could not void a XXXX XXXX ck and to go ahead and cash it. At that time, I made a XXXX payment to be applied to the escrow account. XXXX to repay the ins over payment and the remaining XXXX to make up all other deficits in the account as stated to me by XXXX. Account was re-reviewed and the monthly was adjusted/raised from XXXX to XXXX a total of XXXX, XXXX. 
XXXX XXXX sent me a check for XXXX for Surplus Disbursement on XXXX ( Why raise my payment XXXX year then send a check for XXXX ) XXXX a regular payment of XXXX was sent. XXXX was applied for payment due XXXX and XXXX applied to principle. It looks to be applied correctly but is confusing because all of my payments are being applied to the monththey are sent but the dates dont line up. 
XXXX there is an unapplied payment for XXXX, a payment of XXXX, a negative payment of XXXX, and another negative payment of XXXX. What is that all about? The only payment I made was for XXXX. On XXXX a payment of XXXX was applied to principle only. I didnt make this payment. I found out today when I spoke to XXXX that this payment was from SLS. The original payment was for XXXX sent on XXXX. XXXX cashed it on XXXX. That was the XX/XX/2024 payment. The difference between what was sent ( XXXX ) and what was applied ( XXXX ) was paid to fees. The late fees started XXXX and XXXX for XXXX totaling XXXX this does not equal the XXXX taken for fees that wouldnt exist if the funds would have been applied to my account correctly. 
XXXX another unapplied payment XXXX where did this come from. 
XXXX another late fee for XXXX. 
XXXX a late fee was waived for the amount of XXXX Why not the entire late fee? 
Since XXXX did not record my XXXX payment so now all of my payments are XXXX days late. I have been told twice on the phone that my electronic payments are being mailed in and thats why they are 27 days late. This is ridiculous but I have checked with my bank XXXX  XXXX XXXX XXXX and they have assured me that my electronic payments are indeed sent electronically. 
XXXX today after explaining this to XXXX and asking for another review I was told that nothing will happen until I pay XXXX with no explanation as to why or where that number came from. I will continue to send XXXX on the XXXX of every month but I will not send more money than is due until I get some explanations and the account is corrected in writing. 
I dont know what you people are doing with my account but it is incorrect and I want it corrected. I expect it corrected and a written explanation of what was done and how it was corrected. I will no longer accept an explanation over the phone. I was told that you would contact me in XXXX hrs. on one of my calls. That was XXXX hours ago or 10 days ago. 
I expect my account ledger to be corrected with all payments recorded for the correct month, all fees to be refunded in full, all moneys applied correctly to principle or escrow and an explanation of why my monthly payment was increased from XXXX to XXXX. I expect this to be corrected by the XXXX statement. 
Attached is the proof of the XXXX payment of XXXX sent XXXX and cashed by XXXX on XXXX

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