Consumer complaint received 2024-04-18 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: MD

Complaint narrative:
My home mortgage company sent me a letter in Fall, XXXX, stating that I was in default of my mortgage and was in danger of foreclosure. I called on XX/XX/XXXX, and spoke w/ XXXX " XXXX XXXX '' to find out what the issue was, as I had bank statement proof that I have not missed ANY payments. I suspected it was a Late Payment issue ( from XX/XX/XXXX ), due to a mysterious refund of my XXXX mortgage payment by my every-day bank, XXXX XXXX. XXXX told me that it was NOT a late issue, that I had not paid my mortgage at all since XXXX, XXXX. I told him I was looking at my bank statement showing proof of my payments, and he said the bank statement alone was unacceptable, I would have to get the detailed XXXX information from XXXX XXXX XXXX. If I submitted ( via email ) those XXXX details within the following XXXX weeks, then everything would be good- he said they would waive the late fees ( not sure if " waive '' is the exact word ), and gave me the exact payment info to move forward in XXXX, XXXX. I requested the XXXX info from XXXX XXXX, and received that information from them XXXX at a time over the next month and a half. This was clearly outside of the two-week turnaround that XXXX told XXXX, but I had no choice but to wait. I emailed NewRez everything I had each time I received it and tried to explain that I could not get that info any faster. When I attempted to make my XXXX payment, I was locked out of making any payments, and NewRez went forward with foreclosure proceedings. I have spent more than {$5000.00} in attorney fees to make this right, but now NewRez is changing their story to say I was late XXXX years ago in XXXX, XXXX. They have not directly said they received my payments from XXXX XXXX, but because I was late XXXX years ago, the fees are now outrageous and makes my account APPEAR that I have not paid at all for a long time ( unclear how long exactly ). I was fully prepared ( and admitted ) that I had at least XXXX late payment when I called on XX/XX/XXXX, but XXXX said it was not a late issue. I remain fully prepared to restore my mortgage and move forward. I definitely now owe from XX/XX/XXXX - present, and I am fully prepared to pay for that time. NewRez should not be permitted to change their story every time I prove them wrong. It is a horrible way to conduct business, and I believe they are going after me specifically because I have paid regularly, I have had a full time job at the same company for more than 32 years- with a regular paycheck. The regular paycheck is why they are going after me so intently, because they know they can garnish my wages. I can't quit working or get paid under the table. They can take my money straight out of my check. For many other homeowners in " default '' NewRez may never see any money outside of selling their house out from under them. I have owned my home for XXXX years, I maintain my house and yard, I am current on my XXXX dues with no maintenance violations, and I made modifications to my house to accommodate my XXXX son. I did not lose my job or lose any income, my plan has always been to stay right here in my home at least for another 13 years. I never stopped paying my mortgage. Anything that can be done to ensure NewRez is held accountable for what they do WRONG. When I'm wrong, I admit it. Thank-you very much.

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