Consumer complaint received 2024-02-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Shellpoint Partners, LLC
State: TN

Complaint narrative:
I have a mortgage with NewRez and have been stellar with payments both overpaying and early, never late not once. I have made no errors prior to the occasion in which I am beyond disappointed to be having to file this complaint. On XXXX XX/XX/2023, I wrote a check for my tithes thinking I was using a different checkbook. The bank where that money came from was also the bank I setup my mortgage to come out on XXXX XXXX. The Tithes check cleared on the XXXX and the mortgage was set to come out the same day, but I failed to cover it with the tithes also coming out. I had a lot on my mind, and just took the wrong checkbook to church, thus making the mistake. I made a deposit on the XXXX thinking I would take care of it, but my bank only shows the deposit effective the XXXX. New Rez was quick to charge me the over draft fee, instead of notifying me immediately by phone or email that there was a problem with my otherwise stellar account!! They should have given me an opportunity that day to make the correction and straighten it out. Instead, the bank waited until XXXX XXXX, date of the letter, to send to me a letter telling me my payment was returned and that they were charging me a return payment fee of {$20.00}!! Now this is a mortgage company that apparently wants to rob us for any dime they can get, and they didn't hesitate to add this charge to my account. I called them to notify them of my error on XXXX XXXX, and they told me that they would not take it again if I paid over the phone but once they try to take it, they won't try again. I was trying to ensure if I paid again, the other one wouldn't go through. I did not trust what they told me over the phone, and I did make the payment again myself on XXXX XXXX, and it went through once fine. I called and requested to know why there was a different method of paying and I could no longer pay the overage on the escrow and principal like I always did in the past, and that's when I first heard of the fee of {$20.00}. The reason was because I owed that {$20.00}. I requested to have it waived and explained what happened, as I couldn't believe they were charging me for this. They told me to fill out a form online and request it be removed and they told me it would within 48 hours. I logged in XXXX XXXX, to find the payment still showing up. I called again, and requested the payment be removed as a one time courtesy for someone with an immaculate record, and the person then told me they would put in the request and I should see it removed within 48 hours. I still saw no change. I received the letter dated XXXX XXXX a few days later, and I called again XXXX XXXX as I was prepping to pay once again, and noticed I couldn't pay over on my escrow and principal. I asked about the fee and why it was still there, and I also was irate because I thought they were going to apply a late fee as well, and they assured me no late fee would be applied for the return payment fee, but had to look to see why they didn't waive the fee, and it turns out after the several lies I was told that they " could not '' waive the return payment fee. I was told they are not allowed to waive it, even for one time, because it was not their error. I told them that was ridiculous and requested it be sent to me in writing as they can do what they want to do based on a client 's record, the person, XXXX, I spoke to at this time was even more rude at this point then when she first picked up and I requested a supervisor ; she told me they would tell me the same thing ; I then requested a supervisor for the second time and told her I would be filing a complaint if I didn't get one. I was then HUNG UP on. What professional business does this. Yes, I was upset, but I had every right not to mention, they're taking my money!! My mortgage is over {$2000.00} a month... do you think I need another {$20.00} applied for some bogus fee!!! Even if it is the norm, I was honest in acknowledging what I did wrong, that it was my mistake, and I simply wanted a human being to understand and give me a ONE-TIME courtesy!!! I called back to request to speak to a supervisor, and was put on hold for more than XXXX minutes before I finally hung up and said I would file a complaint. I'm just getting around to doing this as I started a new job in XXXX, and this whole process is time-consuming.

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