Consumer complaint received 2024-08-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
A company called NewRez purchased the company that had previously serviced my mortgage loan, Specialized Loan Servicing, sometime in the XXXX. I received notice in XXXX that my payment should now be sent to NewRez and the correct address to send to. I use XXXX at my credit union and updated that address. But XXXX uses XXXX transfer to send my payment. My XXXX mortgage was paid on XX/XX/XXXX and the money was removed from my account on XX/XX/XXXX. NewRez claims to never have received that payment. I paid my XXXX mortgage with no problems and that was successfully received, so I know the XXXX information for the company was correct. 

On XX/XX/XXXX, I got a phone call from XXXX at NewRez telling me they needed another payment. They said the XXXX payment had been applied to the XXXX balance. I pulled up my bank statement and confirmed that the payment of {$2500.00} had been taken from my account on XX/XX/XXXX. I was given a case number of # XXXX and told it would be XXXX days to have the case investigated. 

On XXXX, I called back and spoke to XXXX. He suggested I get either a cancelled check or ACH transfer confirmation from my credit union showing the ACH confirmation number and debit trace number. My credit union printed up the information for both the XXXX and XXXX mortgage payments, signed by the branch manager and I emailed it to XXXX. 

On XXXX, I called and spoke to XXXX. As I had been contacting NewRez for XXXX days, i realized that they had added on a {$120.00} late fee for the " missing '' XXXX payment. She noted because my XXXX payment had been sent around the time that the transfer was happening between the old and new loan servicing companies, that the money probably went to SLS and would be showing up at NewRez soon. I asked her to remove the {$120.00} late fee. She said she would speak to a supervisor and have it removed. 

On XXXX I called and spoke to XXXX XXXX. She told me that they had not received my XXXX paperwork and that it should not have been sent to XXXX. She verbally took the confirmation # and debit trace number and said she would submit it as part of my case and to give them XXXX business days On XX/XX/XXXX I called and spoke to XXXX. He acknowledged that my email had been received and the XXXX tracer info was in their hands. He said that it would be by Friday XX/XX/XXXX that the case would be resolved. He also said the {$120.00} late fee would be removed once the case was resolved. I was given a new case number # XXXX I called today, XX/XX/XXXX. XXXX let me know that my case had been closed because my ACH proof was insufficient. That I needed to send them my bank statement. I told him that my XXXX XXXX noted my bank statement would not be sufficient proof, because all it shows is that the money came out of my bank account, with again, the ACH tracer info, which they already had. XXXX said he would email the payment center to find out what was going on and what other proof I needed to provide to get the situation settled. He says he will call me on Tuesday. 

NewRez has had over XXXX weeks to resolve this situation and each time I call, I get a different excuse, but the same response, give us a few days to clear this up. I don't believe they ever plan to resolve my issue. They have a multitude of complaints for the same exact behavior on XXXX XXXX XXXX XXXX and XXXX 's websites. I need CFPB 's help to intervene to make this company do the right thing.

Company response to consumer: Closed with explanation