Consumer complaint received 2024-06-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: OH

Complaint narrative:
My mortgage loan has been serviced by XXXX XXXX XXXX ( XXXX ) since XX/XX/XXXX. On XX/XX/XXXX, I received a hard copy in the mail of a welcome letter from newrez dba Shellpoint informing that it is now the servicer of my mortgage. In the welcome letter, there were " XXXX key things to know, '' which included that my loan number would " remain the same '' and to sign in using my XXXX  credentials. 

My payment was due XX/XX/XXXX, a Saturday. On Sunday, XX/XX/XXXX, I went as instructed to the XXXX website to pay my loan, which immediately forwarded to Shellpoint 's website. There was no way to pay online, except to register, which I did. I received a message that I would get information to pay online when they set up my file. No email has been received in follow up from Shellpoint in the last XXXX hours. 

I called the number that was on Shellpoint 's website : XXXX, and because the welcome letter did not have my account number on it, was placed on hold for 1 hour and 18 minutes. I finally gave up and tried again, this time using my XXXX  account number, entering it electronically using my phone touchpad. That took me to a customer service representative after a 5-minute hold, and this call took 33 minutes. 

This call was recorded and the person on the other end of the call could only identify the amount of my payment. She could not find my loan in her system, nor any matching social security number. When she located the property address, the last 4 digits of the social security number were not correct. I asked if I would get a receipt. She said within 24 hours. I asked when I would learn of my new account number. She said that would be when it was created with no statement of timeframe. Basically, she could not tell me. 

I asked her if she had my email address, and she said no, but when the payment was entered into the system, it would have my email address and notify me that the payment was made. 

I told her I was not comfortable giving her my bank account number over the phone for a {$4600.00} payment without adequate safeguards such as getting a receipt and knowing that the payment would be properly applied. She kept asking me if I was ready to pay. I noted that if Shellpoint could not find me in their system, how could I be sure they could actually apply the payment and not lose it. I asked to speak to a manager and she said that was not possible. She also pressured me saying my payment was due and that there was no grace period. My XXXX statement provides a grace period until XX/XX/XXXX. 

I declined to make my payment over the phone and instead have mailed it to XXXX  with the paper statement stub for XX/XX/XXXX that I had received in the mail separately from the Shellpoint welcome letter. I note that the telephone number on the reverse side of the XXXX statement is the same number that I called today to reach Shellpoint. I informed the person on the other end of the call that I would be making this complaint.

Company response to consumer: Closed with explanation