Consumer complaint received 2024-09-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
I always pay my mortgage in advance of the due date. 

In this case, I made a payment {$2000.00} on XX/XX/year>, for the payment that was due XX/XX/XXXX. I made a payment of {$2000.00} on XXXX XX/XX/year>, for the payment that was due on XX/XX/XXXX. I made a payment of {$2000.00} on XX/XX/year>, for the payment that was due on XX/XX/XXXX. 

NEWREZ, my new mortgage company applied the XXXX payment only to principal and did NOT include the amount paid as a payment. As a result, I was charged a late fee of {$67.00}, and also was told I needed to make another {$2000.00} payment on XX/XX/XXXX. I called and was told they could see the problem and would have the problem taken care of right away and to check back in 7 days. I called 14 days later when no changes to my account had taken place. 

At that time, I was informed that I needed to pay the late fee right away and that the payment in XXXX was only applied to principal because it did not match the newly required {$2000.00} payment. Stunned, I asked how my payment went up and was told that a new escrow analysis had required a larger payment. I explained that I received neither an explanation of an increase in payment, nor had I received a late notice until XXXX for any late payments. I asked for the analysis to be emailed and mailed to me again. I have since received no information regarding a new escrow analysis. 

I have spoken with a customer service representative today, XX/XX/year> as still no changes have been made to my account. I explained that the late charge is still on my account and I have not yet received any indication of a new escrow analysis. I also explained that the {$2000.00} payments still had not been applied properly and that I needed that fixed before I made my next payment. My online dashboard still indicates that I have a payment due on XX/XX/year> instead of XX/XX/year>. This means that I can not make the payment that is due on XX/XX/XXXX because any payment will be applied to the XX/XX/XXXX payment that was already paid on XX/XX/XXXX. 

After XXXX weeks of attempting to correct the matter, nothing has been done to remedy this situation. 

I need help because I have nearly perfect credit that is in danger of being damaged. I have asked to speak with a supervisor at NEWREZ during my call today. XXXX XXXX. XXXX has no extensions. XXXX indicates that there is no person that can be contacted by an attorney. XXXX indicates that there are no addresses for which an attorney can contact NEWREZ Mortgages. 

Correspondence Address : XXXX XXXX XXXX XXXX, South Carolina XXXX XXXX XXXX indicates that I have to pay {$51.00} today in order to correct the payment and he says, just like the help person said last week, that he is going to be making a ticket to make the appropriate changes. I am, however, unable to make this payment online as requested because their online portal will not allow me to pay anything but the late fee that was assessed in the amount of {$67.00} for a payment that was short {$51.00} if XXXX were to accept that a new escrow analysis and notification was actually sent - XXXX requests to have it emailed to me went unanswered. 

I was on the phone on XXXX separate occasions for at least XXXX minutes each, with the final call concluding after an hour of mostly on-hold time.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation