Consumer complaint received 2024-11-08 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:
In In XXXX of XXXX, our Mortgage Company ( XXXX XXXX ) informed us that our loan had been sold to a different mortgage company. ( New Rez ). Our payments to XXXX XXXX had been XXXX. Our First Payment in XX/XX/year>, to New Rez was XXXX. I know title sales happen all the time, but I always thought that the rule was that the mortgage price would stay the same. Our mortgage is a XXXX fixed rate conventional. I called New Rez about this and eventually told me that XXXX XXXX had did an assessment and was going to raise our mortgage at the time New Rez bought the loan. That is why our mortgage payment went up XXXX. I asked them if they had the assessment, and they could not find it in the system. They told me that they would send me a copy of the assessment in the mail. I never received it. 

My Current issue is weirder than anything. In XXXX of this year while I went to make my payment online as usual, I find out that payment had been made already. I called New Rez to find out what happened, they explained to me that a payment was set up over the phone for my account. I told them that I had never made a payment over the phone, and they insisted that I had. So, I ended up leaving it there. Fast forward to my XXXX payment of this year, the same exact thing happened. I called New Rez to complain because the money was pulled out of my bank account on XX/XX/XXXX, a few days prior of the due date of XX/XX/XXXX. Which caused a chain reaction and caused me to make my credit card bills late and incur late fees. After calling New Rez again, they continued to tell me that I, or someone I know had called the automated phone system and made the payment. They also told me that I can do a formal complaint online. So, I did just that. I wrote them a statement and along with both of our phone bills showing that neither of us had called New Rez around the dates that they are saying, someone called. In my statement I requested the phone number of the person who they say is calling and making payments to my account. After all my phone calls to New Rez I would get Mail and email : " Thank you for contacting us with your concern. This issue is very complicated, please give us more time to investigate. ( not verbatim ). Which bring us to our XXXX payment. On XX/XX/XXXX I received an email saying your payment is being processed. I called right away and was able to stop the payment, which was being made 9 days prior to the due date. I was also able to take my banking information off my account. But during this call they let me know that the case I had opened last month had been closed with no resolution. So, I still don't know who or if someone is really making calls and paying my mortgage at random times. I Just want to know if Im safe with New Rez going forward. Thier practices seem shady at the least and possibly illegal at the most. Have you heard of anything like this?

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