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: TX

Complaint narrative:
This letter serves as a formal complaint and a demand for immediate rectification regarding the handling of my mortgage payment made on XX/XX/XXXX. Despite receiving explicit confirmation via text and email of payment receipt for the amount of {$2800.00}, confirmation number XXXX which included additional funds explicitly allocated to cover past late fees, my account erroneously reflects an outstanding fee balance. It is now evident that there has been a failure to properly apply the payment to my account. 

The confirmation stated a processing time of up to XXXX business days ; it has surpassed that period with no update or communication from your company regarding any issues. My account dashboard incorrectly indicates that my payment has not been received and erroneously disables additional principal and escrow payments due to this purported " outstanding Fee Balance. '' I demand an immediate investigation into this serious discrepancy. The confirmation number provided should serve as sufficient evidence that not only was the payment submitted but also reportedly posted by your systems. Reference is made to the email confirmation dated Wednesday, XX/XX/XXXX, at XXXX XXXX, and the subsequent confirmation on Thursday, XX/XX/XXXX, at XXXX XXXX of which I have provided screenshots. 

It is the responsibility of Shellpoint / NewRez to provide timely and clear communication regarding any issues with payment processing, especially when confirmation numbers are issued implying successful transactions. Upon issuing confirmation # XXXX, indicating receipt and posting of my payment, the company should have proactively contacted me if there were any discrepancies or failures in applying the payment to my account. The lack of such notification is unacceptable and demonstrates a significant lapse in customer service and account management protocols. 

Given this clear documentation, I should not be, and legally can not be, charged a late fee for the XXXX payment. The lack of notification regarding any issue with the payment, should there have been any, is a gross mishandling of my account and a direct breach of your duty to me as a consumer. 

I expect a prompt response explaining : XXXX. The reason my payment has not been properly reflected in my account. 
XXXX. The specific details regarding the status of transaction # XXXX. 
XXXX. Immediate reversal of any late fees or penalties erroneously assessed for the XXXX payment. 
XXXX. Appropriate compensation for the failure to inform me directly of the issue with my payment, despite having provided a confirmation number, as compensation for the inconvenience and potential impact on my financial standing. 
XXXX. Furthermore, my attempt to reach out to the company for clarification was thwarted by a defect in the customer support functionality on your website, as evidenced by errors in the developer console. This additional barrier, attributable to your technical shortcomings, necessitates compensation for the compounded inconvenience and failure in service. ( See XXXX ) Re : In the section DID YOU REQUEST INFORMATION FROM THE COMPANY? I put XXXX because I could not given the defect on your contact support help pages. 

Your immediate attention to this matter is not only expected but required.

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