Consumer complaint received 2024-04-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
I mailed my XXXX  mortgage payment to Newrez, LLC on XX/XX/XXXX and their payment processing center did not post it until XX/XX/XXXX. I called the company at least 5 times and was told payment sent through their payment processing system can appear 3 weeks after the date the check was mailed. One customer service representative told me that she had received 15 calls in XXXX about this issue. 
I was advised not to cancel the check and make a payment because I would be charged a stop payment fee by XXXX XXXX XXXX ( {$30.00} ), and they would additionally charge a bad check fee when it came through even if I had made another payment. I also was advised on several of the calls that I had never had a late payment on my account and a late fee could be waived once the payment showed up. I just needed to wait for it to post and then request the waiver. 
I called the customer service line after my payment was posted ( it did not appear in my payment history until XX/XX/XXXX even though it was received XX/XX/XXXX. On XX/XX/XXXX, I called the company to request the waiver of the late fee and I was told they could not do it because a late fee had been assessed and waived in XX/XX/XXXX. I explained and a supervisor, XXXX, confirmed that the XXXX payment had been received and cashed on time ( the cancelled check showed it was cashed on XX/XX/XXXX ) and the late fee was assessed in error and waived. While on that call XXXX spoke with her superiors and then advised me on a recorded line that the late fee would be waived and added back to my principal only payment. Every month I send an additional {$100.00} for principal only and their late fee, {$54.00}, had been deducted from that. She advised it would be added back to the principal only payment within 3 to 5 business days. 
After 5 business days, I checked my account, and nothing had changed. When I called, I was advised that the waiver was denied because of the XXXX late fee and waiver. I spoke with a supervisor named XXXX, who kept talking over me, and would not listen to what I had to say about my conversation with XXXX. He just kept repeating " the buck stops with me. '' I finally was able to get him to take my phone number to have management call me to discuss the errant late fee in XX/XX/XXXX. He said management would respond in 72 hours and they did not. I called the next day and was told by a customer service representative that upper management had again denied my request for a waiver after speaking with XXXX. The day I spoke with XXXX, I called back and left a message with a representative after being advised that no supervisors would talk to me to please email XXXX with my email address and phone number to discuss why she had advised me my late fee would be waived and added to principal and who she spoke with that had authorized it. She did not email me or call. I responded on XX/XX/XXXX to a survey sent by the company about their customer service and requested they listen to the recorded calls with XXXX and XXXX after explaining my experience with them both and the denial. The servicing company for Newrez , LLC is Shellpoint Mortgage Servicing.

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