Consumer complaint received 2024-02-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX  XXXX XXXX, FL. XXXX Formal Debt Dispute : Complaint against NewRez for over charging my mortgage account and ruining credit report - LOAN # : XXXX ( Serviced by NewRez ) We are previous Caliber Loan clients. In XXXX XXXX, NewRez took over our mortgage loan. We were paying principle {$1000.00} per month. ONLY. 

Our XXXX payment to Caliber Loans was paid in XXXX and never fully transferred over to NewRez. Apparently, we just discovered that the payment paid in XXXX for XXXX was sent to cover an escrow which we knew nothing about. We have always provided our insurance certificates. We have always paid on time! 

I and XXXX XXXX XXXX were reported as 30 days late to the credit reporting agencies. We submitted our flood insurance to XXXX and the XXXX insurance. The XXXX insurance is good until XX/XX/XXXX, so it should have transferred over. Moreover, I am attempting to get a new job and purchase a car. This situation has caused a major hardship for no reason other than negligence on your end. WE HAVE DEMANDED VIA FAX WEEKS AGO THAT OUR CREDIT REPORT BE RECTIFIED. I HAVE HEARD NOTHING FROM YOUR COMPANY. 

The XXXX XXXX XXXX XXXX emailed a copy of the flood insurance policy to NewRez in XXXX and in XX/XX/XXXX ( TWICE ) You have been charging me {$1800.00} for flood insurance. NewRez confirmed that this would be rectified by the XXXX payment. It still has not been fixed on my dashboard. Now, I was informed it should be fixed by XXXX. I have been charged {$1800.00}. I paid this amount once and was told the amount would be credited to my XXXX payment. It was not credited. 

Moreover, I called and paid XXXX on XX/XX/XXXX over the phone with a supervisor. I was told this payment would cover XXXX. ( Now, I received a message informing me that I did not pay the XXXX payment. ) I called today and was told that the full amount of XXXX was due. This is INCORRECT. You have received a copy of my insurance two months ago. Now, I have a late payment listed on my account that I DEMAND you revise. So, it does not affect our credit further. 

In addition, I overpaid XXXX, XXXX in XXXX to NewRez ( to avoid being sent to collection ) and asked that the over payment to be credited to XX/XX/XXXX once you get the flood insurance added to my account. However, the overpayment still has not been credited. Moreover, we are still being over charged on my mortgage payment XXXX - XXXX = {$750.00} per month additional. 

Equally speaking, NewRez is stating they never received our flood insurance from Caliber Loans for XXXX and we had a carryover escrow. We were never aware of this situation as XXXX received copies of our flood/hazard insurance policies. We should not have an escrow balance from either mortgage company. XXXX never paid flood policies on our behalf. They received our insurance policies. I can show you the policies. 

This transfer to NewRez has been a complete disaster. This has caused us hardship and is a liability. I have had to file a complaint with Consumerfinance.gov ( Case number XXXX ) This is a serious matter, and we are planning on seeking legal counsel if this does not get resolved immediately. 

Most importantly, my and XXXX XXXX credit report and been dinged and dropped XXXX points. This is illegal. NewRez owes ( the overpayment ) to be credited to the loan. You need to correct the billing statements. You need to credit the XXXX flood insurance and hazard insurance, and not charge an escrow from XXXX. I also asked my hazard insurance company to send the policy this time to NewRez and not XXXX as it should have transferred with the loan. 

I am demanding that you email or mail me a list of ALL payments since the loan origination. ASAP. 

I have been on the phone with agents and two supervisors. Yet, this situation is still occurring and needs to be rectified. 

Thank you for your time in addressing this matter immediately. 

Sincerely, XXXX XXXX XXXX - XXXX XXXX XXXX XXXX - XXXX

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