Consumer complaint received 2020-07-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Complaint about NEW REZ On XX/XX/2020 I was contacted by a representative of NEW REZ who informed me that they had not received a mortgage payment from me for XX/XX/2020. She wanted to find out if I wanted to go ahead and process the payment and I told her no, because it should already have been sent. 
After speaking with the representative, I checked my XXXX XXXX XXXX account and I saw that {$2000.00} was sent on XX/XX/2020. 
I then contacted XXXX XXXX XXXX to get more details about the transaction. 
I called NEW REZ to tell them that {$2000.00} is shown as being debited from my account and I was trying to find out where it was sent. 
The agent I spoke with then informed me that they had in fact received the {$2000.00} payment but it was not applied because it was shot {$57.00} as per internal policy. 
I told her that I was in agreement with this policy. We are currently in a PANDEMIC where over 48 MILLION Americans have filed for unemployment in just 15 weeks!! 

I then informed her that it was actually my XX/XX/2020 mortgage payment and it was short because of an error on my part. Since my insurance goes up each year, I usually have to increase the amount sent. She then told me that it was the final day before late fees are applied, so I went through the process with her of paying the remaining {$57.00}. 

She then indicated that she was sending an email to billing to let them know what happened. She assured me that situation had been resolved and it should be reflected on my account in short order. 

I also got three ( 3 ) emails from NEW REZ that my payment was received on XX/XX/2020 at XXXX XXXX  saying ; Email # 1 received at XXXX XXXX  Hello XXXX XXXX XXXX, We've successfully processed a request to update your payment information. 

If this request was not prompted by you, please contact our Customer Service Team immediately by email at XXXX or call us at XXXX. 

Sincerely, NewRez Customer Service Team Email # 2 received at XXXX XXXX  Hello XXXX XXXX XXXX, We've received your payment of {$57.00}. Your confirmation number is XXXX. Please allow up to 2 business days to process this transaction. No action is needed on your part at this time. You'll receive a follow-up email as well as written notification once this payment is posted. 

If this request was not prompted by you, please contact our Customer Service Team immediately by email at XXXX or call us at XXXX. 

Sincerely, NewRez Customer Service Team Email # 3 received at XXXX XXXX  Dear XXXX XXXX XXXX  : Regarding Loan Number : XXXX Please note : As of today, we have no record of receiving your mortgage payment. Please make your payment as soon as possible. We offer several ways to pay : Online. Log onto our secure website, myloan.newrez.com, and sign in to your account. If you haven't yet created an online account, click the " Register New Account '' option and follow the on-screen instructions and prompts. 
By Phone. Dial XXXX and follow the voice prompts to pay online, " 24/7 ''. 

Sincerely, Customer Care Team I did not call NEW REZ again because, IN GOOD FAITH, I trusted that they would stick to their word!. 

On XX/XX/2020 I got another email with the following message : Email # 4 received XX/XX/2020 Hello XXXX XXXX XXXX, Your payment of {$57.00} has posted. Your confirmation number is XXXX. Please allow 2 business days to process this transaction. No action is needed on your part at this time. you'll receive a follow-up email as well as written notification once this payment is posted. 

If this request was not prompted by you, please contact our Customer Service Team immediately by email at XXXX or call us at XXXX. 

Sincerely, NewRez Customer Service Team On Friday XX/XX/2020 at XXXX XXXX, I was contacted by another representative from NEW REZ who informed me that my mortgage payment was in arrears. I told her that I had called and resolved this issue on XX/XX/2020. 
Needless to say, I was a bit upset about this and expressed this to the representative. 

On XX/XX/2020 I sent a complaint via the NEW REZ website portal. 

On Monday XX/XX/2020 I called NEW REZ again. I spoke with another representative who informed me that the only information/note she could see on my file was the complaint that was filed on XX/XX/2020. 

She also indicated that based on my complaint, they were investigating and the issue should be resolved by XX/XX/2020. 

It is now XX/XX/2020 and the issue has not been resolved. In fact, I received a letter ( REF XXXX XXXX XXXX ) via post from NEW REZ that I was in arrears. 

I tried calling NEW REZ on XX/XX/2020 and on XX/XX/2020 but I could not get through to a representative. 
Needless to say, I have never had a good relationship with NEW REZ. I think that this company has very horrible policies that will inevitably put a strain on customer relations. 

That said, I have decided to file a complaint with the Consumer Financial Protection Bureau ( CFPB ). 

Hopefully this will get their attention so that they will take the necessary steps to correct the errors and apply my payments as indicated. 

XXXX XXXX

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