Consumer complaint received 2024-11-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
On XX/XX/year>, I submitted my mortgage payment for XX/XX/year>, to the Escrow department in error. I had received a letter from NewRez and misunderstood the change of address information. My mortgage payment was processed by NewRez on XX/XX/XXXX. I didnt realize I had sent my payment to the wrong department until I started receiving emails stating I was late with my XXXX payment. 

Unfortunately, at the same time I switched homeowner insurance companies. I was sent an Escrow check for what was remaining in my account, however, the Escrow department at NewRez thought that the mortgage payment I made was towards my Escrow account, but it was not. I have made multiple calls to NewRez to get this straightened out to no avail. I would like to provide the timeline of events in my efforts to get this straightened out : XX/XX/XXXX, XXXXSent payment of {$1100.00} to NewRez for XX/XX/year> mortgage payment. 
XX/XX/XXXX, XXXXNewRez cashed the check. As you will see on the attached documentation. 
XX/XX/XXXX, XXXXContacted NewRez and explained the situation to XXXX XXXXNewRez . 
XX/XX/XXXX, XXXXCalled back to find out that XXXX didnt submit my request correctly? 
XX/XX/XXXX, XXXXCalled back again to find out that again, someone didnt push it thru correctly. 
XX/XX/XXXX, XXXXSpoke to XXXX at XXXX, and asked if this would hurt my credit score as I have an excellent credit score. I was told it should be resolved by XX/XX/year> or it would affect my credit score. I offered to pay my Escrow account for whatever was necessary, {$1100.00}. 
XX/XX/XXXX, XXXX {$1100.00} came out of my XXXX XXXX  account to cover my Escrow. 
XX/XX/XXXX, XXXXSpoke to XXXX at XXXX, She opened Case # XXXX for my complaint. I was told that the posting of my payment needed to be escalated, and the posting department needed approval to put the correct date, even though they have confirmed there is a copy of the cashed check with the date they cashed it!!! What do they need approval for?? I was told it would be resolved in 3-5 days. Again, I discussed the credit bureaus and not wanting this to affect my credit. Again, I was assured it would be resolved. 
XX/XX/XXXX, XXXXSpoke to XXXX who said this was completed. 
XX/XX/XXXX, XXXXSpoke to XXXX, I discovered this had not been taken care of and my credit was affected because of NewRez reporting me to the credit bureaus for no payment. I filed another complaint, case # XXXX. I was told I would hear something within 7-14 days. But that it takes 30-45 days to resolve the credit dispute. 
XX/XX/XXXX, XXXXI heard NOTHING back regarding my complaint, and the correct posting was still not made. I spoke with XXXX, who told me XXXX XXXXSupervisor would escalate my request. Apparently, my request to post the correct date was STILL not approved and/or escalated. I was told to call back the following week. She told me I was to receive a letter from NewRez acknowledging my complaint, and to date, XX/XX/year>, I still have heard nothing. 
XX/XX/XXXX, XXXXSpoke to XXXX XXXX XXXX who said that nothing was done. She said XXXX told her to tell me to call back the following week. 

I had family from out of state come in last week and was not able to call. However, my credit score is still showing XXXX points less than what it was. To make matter worse, I wrote a letter to XXXX, they contacted NewRez, and NewRez gave them false information again which violates my rights by misrepresenting mortgage loan transactions and payment history in my online accounts.

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