Consumer complaint received 2024-04-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
The following covers my complaint against Shellpoint Mortgage Servicing ( NewRez LLC ). I discovered they failed to apply my payments correctly, as well as not fully complying with or allowing completion of a repayment plan as outlined in an agreement. 

On XX/XX/XXXX, I entered into a temporary repayment plan with my current mortgage holder, NewRez LLC. Though I was not more than 30 days late when I began discussions with them in late XXXX of XXXX, they still offered me the opportunity to miss the XXXX and XXXX payments, and have those payments divided into a XXXX repayment plan. These XXXX payments would be added to the next XXXX regular monthly payments, with the first one starting in XXXX of XXXX. 

Per the agreement, the amount due was my regular monthly payment of {$2000.00}, plus the supplemental monthly payment of {$760.00}, for a total of {$2700.00}. 

I made the XXXX payment on XX/XX/XXXX. Though this payment was not completed by XX/XX/XXXX, it was still within the XXXX grace period as allowed under my current mortgage note. There was nothing mentioned under the Repayment Plan Agreement that stated there would no longer be a XXXX grace period. 

On XX/XX/XXXX, I made the XXXX payment. This payment was made through the online portal and under the online payment interface. The information provided by NewRez within the interface indicated the amount of {$2700.00} due on XX/XX/XXXX. 
I also reviewed the payment history, and it showed the {$760.00} for both the XXXX and XXXX payments as Unapplied Payment. This indicated to me that NewRez was following the repayment agreement and holding this " unapplied payment '' in a mystery account until enough accrued to pay my oldest delinquent monthly payment. 

On XX/XX/XXXX, I made the XX/XX/XXXX or XXXX payment of the plan. Nothing was abnormal with what was shown within the online payment interface, with NewRez showing the correct payment amount due and the correct due date. 

On XX/XX/XXXX, I made the XX/XX/XXXX or XXXX payment of the plan. Again, NewRez showed the correct payment amount and due date. 

On XX/XX/XXXX, I was about to make the XX/XX/XXXX or XXXX payment of the plan, but this time NewRez was indicating the payment for XX/XX/XXXX was still due. Furthermore, NewRez 's online processing interface was not allowing me to make an online payment. It basically showed all zeros and greyed out anything involved with making an online payment. 

After reviewing the payment history, I saw the payment made for XXXX, was not applied correctly. NewRez used the funds to pay the remaining balance of the repayment plan, therefore not crediting me for the XXXX payment. Additionally, under the website 's Mortgage Assistance Portal, the XXXX month payment plan did not exist anymore. 

I quickly reached out to Newrez, and after about a week of getting the runaround, the Newrez representative, named XXXX XXXX, found the mistake. I waited a week for the issue to be resolved online, but nothing was ever changed. I still could not make an online payment, there was no credit for the XXXX payment, and the repayment plan was still not showing. 

I reached out to XXXX XXXX again stating that nothing had changed. I also indicated to him I was not going to make a payment ( even if I could ) until I could be ensured the payment was going to be processed per the repayment agreement. 

I waited another week, and on XX/XX/XXXX, I reached out to XXXX XXXX again requesting an update. I indicated to him nothing had been changed. I still was seeing no credit for XXXX or any indication I was still part of the repayment plan. 

My last attempt at having this matter resolved properly was on XX/XX/XXXX. The response I received from XXXX XXXX was Everything on our end was completely corrected .... 

I understand the situation described above does not excuse me from making monthly payments. However, NewRezs inability to fully correct the mistake they made, and to provide me with any sort of documentation demonstrating they are still following the XX/XX/XXXX agreement, has caused a distrust about where the payment will end up. I have heard nothing from them except for a Loss Mitigation Packet sent to me and dated XX/XX/XXXX. The letter in the packet instructed me I was 2 months behind with my mortgage payments. This was untrue because I was already in a temporary repayment plan, which was strangely removed from my account. All references to this repayment plan disappeared from my account except for the original XX/XX/XXXX agreement document. 

As a consumer, it is unfair to me to enter into an agreement with another party, only to have the other party not adhere to it. If I had been able to make the XXXX and XXXX payments as indicated in the repayment agreement, I would have been able to bring my mortgage current and the whole process would have been a success. 

As of today, no changes to my account have been made.

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