Consumer complaint received 2025-11-25 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: OK

Complaint narrative:
XXXX initiated the loan and promptly sold it to Newrez in XXXX, 2025. The first mortgage payment was due on XX/XX/year>. My wife and I paid this early to XXXX. The payment was received by Newrez on or about XX/XX/XXXX which was a timely payment ( not out of time ). Newrez does not dispute that timely payment was made for XXXX. The first payment was not an automatic ACH payment from an account of ours. But payments thereafter for XXXX, XXXX and XXXX were XXXX payments drawn upon on the first of each month. 

My wife and I were obligated to pay {$14000.00} to Newrez for the months of XXXX, XXXX, XXXX and XXXX with monthly mortgage payments. Automatic ACH payments were scheduled for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX from a money market account of ours at XXXX XXXX Bank. The automated payment went off without a hitch on XX/XX/XXXX, and then Newrez through its own incompetence, negligence, or worse began confusing itself over an entanglement caused by Newrez with another couples bank account who reside in California. Because Newrez got its wires crossed my wife and I paid {$21000.00} for the months of XXXX, XXXX, XXXX and XXXX to keep our mortgage current when, again, we were only to pay {$14000.00}. 

Newrez received all XXXX payments of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Our bank, XXXX XXXX, confirms this and we have shared this with Newrez. We had to make extra mortgage payment in XXXX and XXXX to keep our mortgage current when Newrez refused to accept the XXXX payments received on the first of XXXX and XXXX. We did not we receive any return to our bank account of the payments received by XXXX in XXXX and XXXX. Newrez sent us XXXX checks in XXXX to try to clear up the issue then. The first check was cancelled by me on the recommendation ( there is an audio recording of this made by Newrez XXXX XXXX Newrez 's representative so that he could issue the second check which was refused by Newrez ( without our permission ) when we attempted to draw upon it. We finally received a credit for XXXX of the XXXX extra mortgage payments made in XXXX and XXXX, but not for both. Newrez owes us another mortgage payment either by a check ( that Newrez wont wrongfully refuse ) or another credit. 

I have spoken with a son of the couple whose payments account at XXXX XXXX was apparently confused with a XXXX XXXX account of ours, which beyond our control had been set up by XXXX, the initial mortgagee. That couple is in their XXXX and their son expressed to me how upset they have been with this whole situation. We understand that because we continue to be extremely upset. But, unlike Newrez, the son said that XXXX XXXX made his parents whole immediately. This dispute continues in no small part because Newrez has not followed up with or double-checked their transactions as between XXXX XXXX XXXX XXXX and XXXX bank, XXXX XXXX. If Newrez were to care enough to perform that kind of due diligence we wouldnt continue to be in dispute.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation