Consumer complaint received 2020-09-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: HI

Complaint narrative:
The short story is this : The company NewRez LLC dba Shellpoint Mortgage Servicing ( to be referred to as Shellpoint ) has failed to process a payment I sent in on time. I have spent dozens of hours chasing after them with many promises that they are fixing the issue, only to receive late fees and threats of affecting my credit score, all  due to a mistake they made and have failed to follow up on. Below is the longer story. 


On XX/XX/2020, I closed a cash out refinance loan with XXXX XXXX. The monthly payment is {$2800.00}. The closing of the loan included payment through XX/XX/XXXX. For the payment for the month of XXXX, I sent in a payment to XXXX loan servicing department as they still held the loan. This payment was received on time, as with every other payment I have made since. 

For XXXX, I sent another payment into XXXX loan servicing team, but they had to forward the payment to Shellpoint because they had just transferred the loan to them. They sent it via XXXX with tracking number XXXX which arrived to Shellpoint on XX/XX/2020. In addition to this being the first of the month and thus on time already, Shellpoints official grace period was later on in the month since the loan was newly transferred. To restate for explicit clarity, this payment was made successfully, on time, and withdrawn from my account. 

Shellpoint failed to process this payment. They have charged me late fees two times ( which I had to spend hours calling in and discussing with a supervisor to get removed ) because their mistake reflects as if I have missed a loan payment. I have called in many times ( probably around 15 times ) and emailed Shellpoint several  times to resolve this issue. Each time I speak with them, they promise this issue will be resolved soon. Sometimes they say within 60 days, sometimes within 24-48 hours. Never has this issue been resolved. Ive spoken with 4 supervisors ( XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX ), as well as left a message with one supervisor of supervisors ( XXXX XXXX ), and been asked to email one customer service agent who did not respond when I did email and follow up ( XXXX XXXX ). Not a single person has successfully resolved this issue. The supervisor of supervisors did not call me back. 

I have been told from several of the customer service agents that the payment on XXXX was in fact received by Shellpoint, but it was not processed. I dont know what that exactly means, but they have confirmed they received the payment. This payment of almost {$3000.00} was received by Shellpoint, but not processed, so Shellpoint has fallen back to blaming me and assuming I have not paid. 

In the months since XXXX, I have paid on time every single month without fail. Shellpoint has received and processed all of these payments. I have spent so many hours dealing with this, receiving failed promise after failed promise that they will deal with this issue. 

As of XX/XX/2020, they transferred the loan to XXXX XXXX. The information XXXX has says that I am a month late on my payments, so now they believe I owe this additional payment of {$2800.00}. If it hasnt yet, this is going to be reported fraudulently to the credit bureaus, thereby furthering the impact on me due to Shellpoints mistake. I have no power in this situation and Im unfairly being bullied for the mistakes Shellpoint made.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation