Consumer complaint received 2025-03-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: NC

Complaint narrative:
NewRez has provided false and misleading information to me, has misled me, and is attempting to overcharge me by approximately {$300.00} to {$600.00}, holding my home hostage for its deceptive and coercive actions. That's the headline. Below are the details. 

On XX/XX/XXXX, I obtained from the NewRez website an Instant Payoff Quote ( https : //servicing.newrez.com/servicing/ACCOUNT NUMBER REDACTED/payments/request-payoff ) for my loan. The amount of this Instant Payoff Quote was {$330000.00}. 

The NewRez website, as well as its telephone system, invite its customers, like me, to obtain payoff quotes via the NewRez website. That is exactly what I did on XX/XX/XXXX. A screenshot of the Instant Payoff Quote that the NewRez website provided to me on XX/XX/XXXX is attached. 

Relying on the information provided by the NewRez website and in particular that the " Total Payoff '' amount of {$330000.00} was accurate and not misleading, I attempted to pay that amount via the NewRez website. The NewRez website would not allow me to pay the full amount. To the best of my knowledge. there is nothing in my loan documents and nothing on the NewRez website that tells me that I can not pay the loan in full via the NewRez website. Over the past year I've made substantial payments in addition to the required monthly payments. There has NEVER been an issue about extra payments and the amounts of those payments, which have totaled approximately {$120000.00} since the loan was closed on XX/XX/XXXX. 

Because the NewRez system, based on an undisclosed restriction that has never been applied before during the 15-month history of this loan, would not allow me to pay the full {$330000.00}, I paid, on XX/XX/XXXX, via the NewRez website, {$320000.00}. 

The next day, XX/XX/XXXX, I attempted to pay, via the NewRez website, {$16000.00} ( {$330000.00} less the {$320000.00} paid on XX/XX/XXXX ). Again, the NewRez system would not allow me to pay the full amount, based on the same undisclosed and, I respectfully submit, wrongful restriction that is not supported by anything in the loan documents. Therefore, I paid, via the NewRez website, {$16000.00} on XX/XX/XXXX. 

The next day, on XX/XX/XXXX, I paid, via the NewRez website, {$150.00}. 

The total amount of payments I made on XX/XX/XXXX, and XXXX, XXXX is {$330000.00} ( {$320000.00} + {$16000.00} + {$150.00} = {$330000.00} ). The " Total Payoff '' amount as provided by the NewRez system, on which I relied as being accurate and not misleading, was {$330000.00}. Please see attached screenshot of the XXXXtant Payoff Quote that the NewRez website provided to me on XX/XX/XXXX. 

Although I was not able to pay the full amount of the loan on XX/XX/XXXX, through no fault on my part, I made an additional payment of {$3.00} on XX/XX/XXXX. The interest rate on the loan is 7 % annually. I estimate {$3.00} to be one day of interest at 7 % per year on {$16000.00}, plus one day of interest at 7 % per year on {$150.00}. 

Because I was not able to pay the full amount of the loan on XX/XX/XXXX, due to the undisclosed restriction not supported by my loan documents, I object to paying any amount in excess of {$330000.00}. I am therefore due a refund of the {$3.00} I submitted to NewRez on XX/XX/XXXX. 

On XX/XX/XXXX, I spoke with a NewRez agent ( XXXX XXXX XXXX and then his supervisor ( XXXX ). XXXX told me I still owe approximately {$600.00}, and the other told me I owe approximately {$300.00}. I did not write and do not recall the exact amount that either agent stated ). The supervisor ( XXXX ) transferred me to her " Manager, '' whose name, according to his telephone voice mail greeting, is XXXX XXXX ( spelling unknown ). 

I left XXXX XXXX a voice mail message on XX/XX/XXXX, summarizing the above, and requesting a return call. When he did not return my call, I tried again to speak with him by telephone on XX/XX/XXXX. I again reached his voice mail. In this second voice mail message, I referred to my previous message and unreturned call. I urged him to return my call and informed him that if he did not, I would file a complaint with the Consumer Financial Protection Bureau. 

XXXX XXXX has not returned my call. As I informed him I would do, I am submitting this complaint. 

My account details, accessed today via the NewRez website, allege I still owe {$690.00}. To the extent NewRez contends, as its personnel stated to me, that I have not paid the loan in full and owe an additional amount of approximately {$300.00} to {$600.00} ( or {$690.00} ), NewRez has, through its website and/or personnel, provided false and deceptive information which has misled me. NewRez is attempting to overcharge me and is using the mortgage lien it has on my house to coerce and extort the overcharge. 

Because of the incorrect and conflicting information NewRez has provided to me and THE UTTER LACK OF INTEREST AND COMPLETE ABSENCE OF PROFESSIONALISM BY NEWREZ MANAGEMENT IN RESPONDING TO AND ADDRESSING THIS ISSUE, I seek your assistance in resolving this matter. I request that you thoroughly investigate this matter and NewRez 's refusal to honor its representations and deceptive and unprofessional conduct made through its website and personnel as described above.

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