Consumer complaint received 2026-07-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: UT

Complaint narrative:
I am filing this complaint because my mortgage servicing transfer from XXXX to NewRez was mishandled, resulting in my account being incorrectly treated as delinquent despite my making every required mortgage payment on time. Before the servicing transfer, XXXX withdrew my XX/XX/year> mortgage payment from my bank account. However, after NewRez became my servicer on XX/XX/year>, that payment was never properly credited to my account. Since then, NewRez has treated each of my subsequent monthly payments as XXXX month behind, assessed late fees, and initiated collection activity. Over the past several months, I have repeatedly contacted NewRez, XXXX, and XXXX XXXX XXXX ( the company responsible for offboarding XXXX 's loans ). I have provided payment records, account histories, and other documentation demonstrating that my payments were made on time. XXXX confirmed my loan was paid through XXXX before the transfer. XXXX XXXX XXXX later acknowledged significant delays in transferring funds to NewRez. Despite this information, NewRez has not corrected my account. This complaint is not about my inability to make mortgage payments. I have made every payment when due. The issue is the improper handling of my loan during the servicing transfer and the failure to correctly apply my payments. Timeline * XX/XX/year> - XXXX refinance closed. Our first mortgage payment was due XX/XX/year>. * XX/XX/year> - Our loan was sold to XXXX XXXX. * XXXX XX/XX/year> - Loan servicing was transferred to XXXX. * XX/XX/year> - I made my XXXX mortgage payment to XXXX in the amount of {$2700.00}. * XX/XX/year>- XXXX automatically withdrew my XXXX mortgage payment of {$2700.00} from my bank account through XXXX. * XX/XX/year> - Loan servicing transferred from XXXX to NewRez. After the transfer, NewRez claimed it did not receive my XXXX payment. * XX/XX/year> - I contacted both companies. XXXX was unable to provide meaningful assistance. NewRez advised that there is a 60-day servicing transfer period and assured me that XXXX would transfer the payment. * XX/XX/year> - I made my regular monthly mortgage payment to NewRez in the amount of {$2700.00}. Rather than applying this payment as my XXXX payment, NewRez applied it as my XXXX payment, causing my account to appear XXXX month delinquent. * XX/XX/year> - I contacted NewRez again and was instructed to contact XXXX. I spoke with XXXX ( XXXX ID # XXXX ) at XXXX. He confirmed the funds were in the loan " offboarding '' process but stated there was a delay and he could not provide an estimated completion date. I requested a supervisor and spoke with XXXX ( XXXX ID # XXXX ). XXXX confirmed : My loan was successfully offboarded on XX/XX/year>. XXXX 's records show my mortgage was * * paid through XX/XX/year> * *. NewRez needed to update its servicing records to reflect that status. She emailed me my XXXX Account Payment History/Status statement and instructed me to provide it to NewRez. She also stated that NewRez should contact XXXX 's onboarding/offboarding team directly if additional information was needed. Immediately afterward, I contacted NewRez. Following NewRez 's instructions, I uploaded the XXXX payment history through NewRez 's online portal together with a written complaint. I was advised the review could take up to 30 days. * XX/XX/year> - I made my XXXX mortgage payment to NewRez in the amount of {$2700.00}. * XX/XX/year> - Despite having already submitted documentation proving my payment history, my husband XXXX received another collection call from NewRez. I uploaded the XXXX payment history a second time along with another written complaint requesting that NewRez correct my account. * XX/XX/year> - XXXX XXXX XXXX later confirmed that it wired {$1600.00} to NewRez on this date. * XX/XX/year> - NewRez received the {$1600.00} from XXXX XXXX XXXX. Instead of applying those funds to correct my mortgage payment history, NewRez applied them toward late fees. * XX/XX/year> - I made my XXXX mortgage payment to NewRez in the amount of {$2700.00}. * XX/XX/year> - My husband XXXX and I contacted NewRez again and spoke with representative XXXX ; she was unable to assist us. The same day, I contacted XXXX and spoke with XXXX ( XXXX ID # XXXX ). XXXX explained that XXXX uses * * XXXX XXXX XXXX ( XXXX ) * * to complete the offboarding process. She stated that XXXX transfers funds to XXXX XXXX XXXX, which then wires the funds to the new mortgage servicer. She provided contact information for XXXX XXXX XXXX 's onboarding/offboarding department. I immediately contacted XXXX XXXX XXXX and spoke with XXXX. XXXX stated she would request proof of the wire transfer from their accounting department and expected a response within approximately XXXX hour. * XX/XX/year> - Having received no response, I contacted XXXX XXXX XXXX again. XXXX forwarded an email from their accounting department confirming : {$1600.00} was wired to NewRez on XX/XX/year>. An additional {$1000.00} in escrow funds had ot yet been transferred and would be forwarded the following week. I explained that these delays had resulted in late fees, collection calls, and my mortgage being incorrectly reported as delinquent despite my making every required payment. XXXX stated she would relay my concerns to the accounting department and follow up. Payment History XX/XX/year> Paid XXXX : {$2700.00} XX/XX/year> XXXX automatically withdrew XXXX payment : {$2700.00} XX/XX/year> Paid NewRez : {$2700.00} XX/XX/year> Paid NewRez : {$2700.00} XX/XX/year> Paid NewRez : {$2700.00}

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