Consumer complaint received 2024-07-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
During the XXXXXXXX XXXX XXXX, I received a call from Newrez LLC DBA Shellpoint Mortage Servicing ( our current mortgage holder ) XXXX XXXX XXXX, XXXX, SC. XXXX. The representative of the company proceeded to tell me that our 30 year FIXED mortgage payment was not received in full. I have verified that the FIXED payment had been made by my bank and Newrez had received it.

The representative had threatened at that point that if I don't make the payment the amount she was telling me ( instead of the amount we had already made ) that our names ( my husband and I ) will be reported to the credit agencies. I know that we recently had a change in insurance company, so we had already uploaded the current insurance plan then even called Newrez to confirm that the company is in receipt of the updated insurance. I've done this because this company, a few years ago, unfairly put a lender-placed policy and tagged the insurance payment to our mortgage while we made a change to our insurance plan, communicated/sent our updated insurance and there was no lapse from the activity.

At that time, Newrez threatened that if we didn't make the payment for the amount they were telling us which was about {$250.00} above the FIXED payment we usually sent, they will be reporting to the credit agencies. We made the payment in fear that our credit scores would be negatively affected. This went on for a couple of months. It took MANY phone calls and hours for us to correct and remove this lender placed policy payments and for us to get this company to correct what they have done to us. When I received the call again in XXXX of this year, it all sounded SO familiar. This company had done it again. I told them that despite our early communications and copies of the updated insurance sent to them, they've again done the same stunt they pulled a number of years ago.

I told them, this time, we're not paying anything over and above the FIXED mortgage payment. We did NOT do anything wrong. They need to correct in their system that there should NOT be any lender placed policy and there should NOT be any additional payment tagged to the FIXED mortgage and to not threaten or call again. We recently received a letter from Newrez that we're behind on the mortgage ( though we've NEVER been late, paid on time for the FIXED amount as we have always paid, {$1000.00} ). Newrez in the letter dated XXXX it states to pay " {$1200.00} '' and " We want to notify you of possible ways to avoid losing your home. We have a right to invoke foreclosure based on the terms of your mortgage contract ''. Also, " information may be reflected in your credit report. '' Newrez had reported to the credit agencies and our credit scores have gone down which will now negatively impact our ability to obtain credit we may need. Newrez had done this instead of correcting their system error of tagging false lender placed policy payment to our fixed mortgage. Then, threatened and DID notify the credit agencies for not paying our obligation ON-TIME for the amount we have always paid.

This is wrong and needs immediate correction from Newrez in their system as well as notifying ALL credit agencies they have incorrectly reported. Notifications must be sent for our files to these credit agencies to let them know that it is at the fault of Newrez that our scores have tanked and it had incorrectly reported to them that our payments were not made. Newrez needs to immediately correct the company system of incorrect lender place policies and stop calling around with threats to make payments that have been wrongly tagged on then incorrectly reporting to credit agencies when people say " No '' to them.

Company response to consumer: Closed with explanation