Consumer complaint received 2023-08-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
My husband and I filed for XXXX  XXXX on XX/XX/XXXX. My mortgage company, NewRez LLC, was not a part of the filing ( I would continue to make my monthly mortgage payments directly to them outside of the XXXX XXXXXXXX bankruptcy ). My attorneys also submitted a Consent ( via fax on XX/XX/XXXX ) to have NewRez continue sending me my monthly payment statements, which NewRez consented to. I did receive both my XXXX and XXXX statements and made those monthly payments accordingly. 

As of today, XX/XX/XXXX, I had not received my XXXX statement ( payment due on XX/XX/XXXX ), nor was a copy of the statement showing on my online account whereas I could print a copy off and submit payment ). So I contacted NewRez this morning and was first told that by their CSR " XXXX '' that he did the system indicated that my XXXX statement was mailed on XX/XX/XXXX. I informed him that my online account is not showing a XXXX payment is even due ( next payment due per the system is due by XX/XX/XXXX in the amount of {$350.00}, which is the " attorney fees '' that NewRez LLC is attempting to collect regarding my XXXX  XXXX filing even though they are not a direct party/creditor to the filing ), and asked him why my next payment would not " correctly '' be showing due as of XX/XX/XXXX. He then attempted to connect me with the bankruptcy department but indicated they were not answering. I then initiated a " chat session '' with XXXX XXXX, who stated that they had " no record '' of a XXXX invoice being generated for my account and that they would file a complaint regarding same. I then tried reaching the bankruptcy again ( there is no direct # ; you have to be transferred by the customer service dept ). 

I am also lodging a complaint regarding the " amount '' of my XXXX payment made ( and received by NewRez on XX/XX/XXXX per my online account ) ; the amount NewRez has me having paid is {$2800.00}. The amount of my XXXX mortgage payment ( and every payment I have made to NewRez since the inception of this mortgage loan ) was {$2500.00} ( copy of cancelled check is attached ). The amount listed by NewRez of what I paid is false. 

Regarding my escrow account. NewRez conducted an escrow analysis dated XX/XX/XXXX ( copy attached ) which they also attached to a recently filed Proof of Claim. The amount in my escrow as of that date ( and also reflected on my XXXX statement ) was {$5500.00}. Since the XX/XX/XXXX analysis was done, I have made both my XXXX and XXXX mortgage payments ( a copy of both statements is attached showing a breakdown of my monthly payment ), of which the escrow amount deducted from each monthly payment has and is {$1000.00} each, for a total of {$2000.00}, which, coupled with my existing escrow amount of {$5500.00} as of the date of the XX/XX/XXXX analysis, should as of today, XX/XX/XXXX, reflect a total escrow amount of XXXX. However, per the attached snapshot of my online account as of today, NewRez LLC is showing my escrow balance as being only XXXX, and a " unapplied funds balance '' of {$2100.00}, which, even if the unapplied funds balance was added to the escrow balance that NewRez is showing, still only equals {$5900.00}. 

Because NewRez LLC has yet to send me my XXXX mortgage statement, and because my XXXX statement is not available for me to print out ( see attached snapshot of the monthly online statements which only go through XX/XX/XXXX ), I am unable to ascertain a breakdown of my XXXX payment ( which would be reflected on the XXXX statement ). 

I do note that per my online account, beginning with my XX/XX/XXXX payment, that my monthly mortgage payment will be decreasing from {$2400.00} to {$2300.00} a month ( a decrease of {$97.00} per month ).

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