Consumer complaint received 2020-03-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: OR

Complaint narrative:
My name is XXXX XXXX. I have a home loan that was sold to " NewRez '' for my address at XXXX XXXX XXXX XXXX  XXXX, XXXX, OR XXXX, Loan # XXXX On Monday  XXXX I tried to log into my " NewRez '' mortgage account using the same bookmarked page that I've always use - https : //www.newrez.com/ After several attempts, log out and log in, etc. I called the company at XXXX - I held for 44 seconds and was disconnected. I proceeded to call the company-another 7 times as follows : XXXX - held for 40 seconds then was disconnected XXXX - immediate disconnect XXXX - held for 44 seconds and was disconnected XXXX - immediately disconnected XXXX - immediately disconnected XXXX - held for 4 minutes and was disconnected XXXX - held for 50 MINUTES and finally spoke with XXXX XXXX Ms. XXXX asked me to follow all of the log on  steps I'd previously completed and was equally stumped by my log on issues. She promised to escalate it to the XXXX  department and someone would be getting back to me. I heard nothing that day. 

On XXXX, at XXXX, I called again and this time I spoke with XXXX for a total of 13 minutes. He promised to escalate the problem to tech  support and apologized for the not getting back, but it's been escalated now. 

On XXXX, at XXXX, after my other reports going unanswered and no calls from the tech department , I called again and spoke with XXXX XXXX who claimed she'd escalate my concern to tech. I disagreed and said, no, I want to speak with a manager now. I was then transferred to XXXX - XXXX and XXXX XXXX x XXXX. XXXX told me my problem was strange and again asked me to complete the logon steps, which I did and they lead to the same dead link! She promised that tech  support was on it now and she'd be my contact moving forward. We ended our conversation with me stating I would send an email with the screenshots of what my logon was driving to, which I sent to her after we ended our call. 

On Friday, XXXX - there was no response from XXXX, I left her a voice message informing her that tech  support still hadn't contacted me. I then decided to XXXX  the company and found a 1 1/2 star  rating on XXXX. There were many complaints and here is the link to the complaint I added ( and I've included the text below ) : ***** XXXX Review on XXXX https : XXXX XXXX I wonder if this is a real company. Honestly, since I was sold to them, I've hated the log on rigmarole that came with my new mortgage servicer, NewRez. Initially, it took several attempts and calls to the customer service department to find the correct site to pay my mortgage bill. After a number of steps and working with their customer service department ( yes, seriously - twenty years in XXXX  and I required CS to figure out how to log on to their site ) I finally got there! The page has been bookmarked for months and I've paid online with everything working fine. This week - it stopped working and I've been redirected but the redirect doesn't work. 

After an hour of trying it myself, I called them on Monday  XXXX and after 50 minutes on HOLD, they condescended to me telling me to do all of the troubleshooting measures I'd already tried. When that didn't work, they were stumped. I was told the matter w/b escalated and the tech  department would be in contact. 

Tuesday, XXXX, I awaken and try to log in again, the same exact screen sequence and dead redirect. I call and once again call as I've checked my email and they've not responded. After another gnarley session with their endless stream of phone trees, I ultimately reach another person ( leaving names out b/c that's just too personal ) and she tells me to do all the same stuff, tells me it's strange I'm seeing this and assures me it has been escalated to tech support. 

Thursday, XXXX, no reply from tech  support and I'm still unable to log in to pay my mortgage bill. Once again, I navigate the hellish steps of reaching a live person and once again, the same speech, we can only send it to tech  support. We can't even call them. They are the ones who can fix this. Finally, I said, No, get me a manager now. After I hold, a manager who has been at the company for 2-weeks takes my call. That was yesterday. Tech  support still hasn't emailed me, nor has she. The portal is still leading to a broken link. I have been trying to pay my bill since XXXX on Monday. Every day you pay late it cost more in interest. If I pay after the XXXX, I'm penalized 5 % of the total. What on earth! I have sent them photos of my screenshots. I can't post them here for obvious reasons. 

At this point, I'm wondering if this is a legitimate company. Was there is a major security breach with their website? I'm at a loss for how to get help but the fact that I can't pay my bill without mailing a check - which unless I pay for expedited delivery ( very expensive ) - there is no proof it arrived on time. I have no access to view my own mortgage account and the problem has been reported five days ago with NO WORD from the company. 

End XXXX  Complaint ***** XXXX email : Good Morning XXXX, Again today I tried to log on to pay my mortgage bill and again I was met with the same series of screens and the redirect that doesnt function and in exact screen sequence to the last two messages I sent to you. I want access to my account. I am late on my mortgage payment - and have been trying to pay for more than a week. Please reply with the remedy and the PHYSICAL MAILING ADDRESS if your team continues to refuse to talk with me or resolve my log on problems. I will sending the payment signature required and I expect to be reimbursed the charges since I have desperately tried to access and pay my mortgage. 

Also, I want a full summary of my mortgage account including impound balances, payments, payoff and all activity for the past 12-months. This information should be readily available and Ive mistakenly trusted your technology. Without access I have no visibility to my mortgage account.

I appreciate your reply with the data requested and Id also like to know the name of your supervisor and your supervisors manager. I am a customer who deserves an explanation and not the run around. Clearly, theyve not given you or the others I spoke with all week, the tools to address my concerns. You dont deserve the earful and the constant complaints for problems theyve not empowered you to address. Id like to escalate this appropriately within your agency. 

I appreciate your assistance and will be following up via the legal channels available as well. No doubt there is a regulatory board who addresses companies who have poor business tactics and practices. 

Thank you for your efforts, XXXX XXXX XXXX XXXX ( messages ) XXXX XXXX XXXX XXXX XXXX XXXX OR XXXX XXXX The portal is still leading to a broken link. I have been trying to pay my bill since XXXX on Monday. Every day you pay late it cost more in interest. If I pay after the XXXX, I'm penalized 5 % of the total. What on earth! I have sent them photos of my screenshots. I can't post them here for obvious reasons. 

At this point, I'm wondering if this is a legitimate company. Was there is a major security breach with their website? I'm at a loss for how to get help but the fact that I can't pay my bill without mailing a check - which unless I pay for expedited delivery ( very expensive ) - there is no proof it arrived on time. I have no access to view my own mortgage account and the problem has been reported five days ago with NO WORD from the company. 

********* After the XXXX complaint, I received a generic message to call the toll free customer service line and XXXX called me back. She then told me to try using a site I'd never heard of and it wasn't my bookmarked site at all. www.shellpoint.com I did so with her on the phone only to receive the exact screen sequence and broken link. She then said I'll have to have tech  support reach out then. 

ALL WEEK I WAS ASSURED TECH SUPPORT WOULD CONTACT ME - THEY NEVER HAVE. I'M LATE FOR MY MORTGAGE PAYMENT AND HAVE SPENT HOURS AND HOURS TRYING TO GAIN ACCESS TO MY ACCOUNT. 

XXXX-I sent an email follow up to XXXX This is my money and every day that I'm late, interest increases. Further, if I pay after the XXXX, they charge a daily penalty of 5 1/2 % of the mortgage amount. I have no ability to pay and don't even know if mailing a payment is right. I'd have to expedite and require a signature that costs money and I will have no visibility to see that it was posted, view impounds or anything else. 

I need help and access to my account. I need to view my account and understand why I am being blocked from accessing or making payments. I deserve an answer and I am scared to death because my payment is sorely late.

Please help.

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