Consumer complaint received 2020-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
XX/XX/XXXX This is a follow up complaint to my original compliant that I file on XX/XX/XXXX, which I though was resolved due to the response that NewRez/New Penn/ShellPoint gave to CFPB and the XXXX XXXX XXXX. Now I am asking the CFPB to reopen my original complaint because NewRez did not keep their promise. On my original complaint NewRez claimed that they will allocate the " late fee '' that they assessed on my mortgage to my principal and that would be completed by XX/XX/XXXX per their letter dated XX/XX/XXXX from NewRez Compliance Department signed by XXXX XXXX. Just for the record, I had my mortgage for almost 9 years and I have never been late until this predatory company took over servicing my loan and claiming that I was late. 

I received my XX/XX/XXXX mortgage statement and I noticed that the late fee of {$26.00} that Mr. XXXX claimed that was waived and was supposed to go to my principal and should be completed by XX/XX/XXXX was still on my XX/XX/XXXX mortgage statement. They reversed the fee in XXXX and put it right back in my XXXX statement. 

As always I called NewRez on XX/XX/XXXX and spoke to XXXX XXXX ( Yes thats what she told me her name was ). XXXX told me to just go ahead and make my regulate payment of {$2800.00}, she said that she saw exactly what was going on with my account and she will put notes on my account to have the late fee removed. ( Same old story that I have been told since XX/XX/XXXX ). XXXX told me that in the process of NewRez removing the late fee from my account, the system applied {$35.00} to my account and that she sent an email to her supervisor XXXX to remove the fees. ( Just another Lie ) I received my XXXX mortgage statement and again the late fee and system error ( See above ) was on my statement, so on XX/XX/XXXX I called NewRez Compliance Department ( XXXX ) XXXX and left a detail message for XXXX XXXX, I have yet to receive a return call from Mr. XXXX. 

My XXXX, XXXX and XX/XX/XXXX statements all have the late fee system error that NewRez claimed was waived appearing on them. I called NewRez on XX/XX/XXXX and spoke to XXXX XXXX who told me that I will see on my XXXX statement the late fee that was charge will be applied to my principal ( Same old lie ), XXXX told me that she will send correspondence to her supervisor to waive all late charges and that I should only pay my regular monthly payment. I told XXXX thats what I have been told since XX/XX/XXXX and that the late fee is still showing on my account. XXXX got annoyed with me and was trying her best to get me off the phone. I also called and left a message for the compliance Department leaving another detail message for XXXX XXXX, again no return call from him. 

On XX/XX/XXXX I again called NewRez and spoke to XXXX XXXX because I got my XXXX mortgage statement and as always the late charge system error was still on my statement, it was supposed to be taken off per XXXX  ( See above ). As always I went through the process with XXXX and I must say she sounded sympathetic and she transfer me to her supervisor XXXX who was not nice at all. XXXX claimed that the only note on my account was one from XX/XX/XXXX and that NewRez deny removing the late fee on my account ( Does not surprise me ). But here is the one that took the cake, XXXX told me that I sound like a nice lady and I maybe telling the truth but she claimed that NewRez does not have any record of a letter from their Compliance Department on my file and that I should file a new claim because my claim was denied and that I need to email or fax NewRez the letter that I got from NewRez Compliance Department so they can open up a file to review my account. Are you XXXX  kidding me! 

Since this predatory company took over my loan in XXXX its been XXXX on Earth for my family, I did not go looking for them they found me because my loan was transfer to them. Its been one lie after another. They would refund the so called late fee/system error one month and then the following month its back on as another late fee/system error. I just want that latefee/system error to be eradicated off my mortgage. 

I really think that the State of NJ needs to take a hard look at this company and revoke their license. Newrez is deceitful and is a scam artist in disguise. NewRez is a horrible horrible company. And please don't let me start on their customer service, its worst than a rotten egg. 

I do not recommend anyone doing business with this company. Shame on NewRez/New Penn/ShellPoint.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation