Consumer complaint received 2024-04-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: MA

Complaint narrative:
Like many others, when getting a home loan, our mortgage was sold from a company called XXXX to Newrez, XXXX XXXX XXXX. Like many normal people, we set up automatic bill pay for our mortgage with XXXX XXXXXXXX XXXX. Well, Newrez lost our payments and then sold our mortgage to a company called XXXX XXXX XXXX which also misapplied payments because of the Newrez issues that remain unresolved. We have provided countless amounts of written proof to Newrez and XXXX XXXX XXXX that our bill payments went to Newrez as verified by their routing numbers and account numbers. We have canceled checks. We have letters from XXXX XXXX XXXX saying the funds went out but did not come back in. We have bank statements showing funds left and never came back to us. Yet, Newrez and XXXX both refuse to correct the issue, they drag their feet and refuse to provide any proof that deposits for the same amounts on the same days entered their accounts just like we have been forced to provide many times now. My credit has negative filings for late payments that were never late and they have not removed them. This has been going on for a year now and we keep providing the same paperwork over and over and they refuse to show any paperwork whatsoever on their side. They are in breach of contract and not fulfilling their duties. If they were audited, this would be found and all we're asking for is the same paperwork we've provided. We completed our obligation, but they have not completed theirs. I am sure if an auditor audits them and I sincerely hope the government audits both Newrez and XXXX as a result of this, they will find those payments hit their accounts but just weren't allocated to our account as an error. An auditor would also find XXXX did a number of unethical and misleading things to us assuming we never paid NewRez which we did. 

This is a mess and we are being mistreated and both firms are in breach of contract. Audit them and you'll find our payments, just like XXXX of the largest banks on earth in XXXX  has. proven many times now via many forms of documentation. We hope you can help us bring this to closure and we hope Newrez and XXXX are help accountable for their errors. People make mistakes. They need to own theirs, fix these issues, and move on. Over a year is far too long. 

I should add, XXXX in particular, but also Newrez was passing and faxing around our private information in ensure ways and we've called this out many times. They should be audited for these practices as well. You should listen to our recorded calls with XXXX that they refuse to give us access to. 

I attached XXXX canceled check clearly showing the account and routing number matching Newrez. I have the rest of the statements and will provide if you ask. We just have had so much private information distributed, we are scared for our privacy.

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