Consumer complaint received 2019-08-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
In XX/XX/XXXX, I was notified by XXXX, my then loan servicer, that my loan was being transferred to a new loan servicer called New Rez LLC.  After XX/XX/2019I was to start making my payments to New Rez, LLC.   I have attached the letter and my last statement from XXXX  to show the amount of my monthly payment.  In XX/XX/XXXX, my payments started going to New Rez automatically from my bank account every month.  In XX/XX/XXXX, I checked my credit and a company by the name of Shellpoint Mortgage had reported me late on payments in XX/XX/XXXXand XX/XX/XXXX.   At this point, I did not even know who this company was, but I see they are a loan servicer and the amount owed is the same as my mortgage, so I call New Rez to see what is going on.  They explained to me that Shellpoint owns them and I have not been paying the full amount of my payment, which was increased to XXXX.  They were taking my payments and applying them to a partial payment unapplied account instead of my mortgage and reported to the credit bureau's that I have not paid.  I asked them why is it that I have not received any statements or a letter explaining why my payment would be going up and when?  All they could say is that they were sending my statements.  I told them I have not received any statements and when they verified my address, they were sending them to my old address.  I do not understand how they could do that if on the letters from XXXX  had my correct address, why wouldn't New Rez.  I paid everything at that moment to bring my loan current, even though they could not explain to me why my payment had gone up.  I asked them to credit me the late fees of XXXX  and correct the past due status with the credit bureaus since how could I be late if no one notified me of my new payment amount.  They said they could not help me by phone, that I had to send an email to XXXX  and wait 30 days for a response.  I did that, and they sent a letter in the mail that they would clear up XX/XX/XXXXand XX/XX/2019late payment reports to the credit bureau and have them changed to current. They refused to credit the late fees because they said XXXX  should have sent me an escrow statement in XX/XX/XXXXstating that there was an escrow shortage for the current year and either I pay the difference in full or my payment would go up to XXXX.  Obviously, I did not receive this statement or I would have paid the correct amount.  My credit can be checked to show that I have never paid a late payment to a mortgage or any other credit card, etc.  I did not ask for my loan to be transferred.  I feel like this is an abuse of power.  I had to pay a difference in the mortgage to clear up the negative markings on my credit without even knowing why.  I still don't have a statement, just have to trust them blindly.  We did not chose New Rez as our loan servicer and never would based on their reviews.  But we have no choice and they are ruining my credit.  I checked today and my credit still shows late for XX/XX/XXXXin XXXX  and XX/XX/XXXXin XXXX.  I can't even call to talk to anyone because they claim they can not help me over the phone.  I was in the process of buying another property and was not able to go through with it because of these markings on my credit.

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