Consumer complaint received 2022-12-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
XXXX XXXX # XXXX. / XXXX We are the XXXX family and have a residential mortgage with no penalties for early payoff. On XX/XX/XXXX, we paid {$100000.00}, which is the full principal balance on our mortgage. Prior to paying this, we requested a payoff quote on XX/XX/XXXX from XXXX. Pursuant to that payoff discussion, XXXX cashed our {$100000.00} check on XX/XX/XXXX. 

Subsequently, NewRez/ShellPoint provided wholly inconsistent information and refused to answer questions. Although we called the XXXX number for information, we were told our situation had to be researched. Representatives failed to call back, and in the meanwhile, your company continued to charge interest under a fictional scenario that our mortgage was now in arrears. 

We have received conflicting and erroneous payoff quotes from NewRez/ShellPoint : XXXX. A payoff quote sent on XX/XX/XXXX to an inbox at ssa.shellpointmtg.com ( without notifying me ) says that an additional {$410.00} was owed by XXXX for interest ( XX/XX/XXXX XX/XX/XXXX ) plus a {$50.00} unspecified fee. 

XXXX. A mailed statement dated XX/XX/XXXX, said that, in fact, the amount due from XXXX was {$0.00}. 
An XX/XX/XXXX mortgage statement, indicated that the maximum interest due for XXXX would be {$370.00} ( not {$410.00} ) XXXX. My telephone calls to XXXX resulted in no information. At least XXXX calls between XXXX and XXXX, resulted in long hold times and a final determination by the customer service representative that they would need to research our question, and call us back. No one called us back. 

On XX/XX/XXXX I began to realize something was very wrong. At this time I spoke to XXXX XXXX and was referred to supervisor XXXX XXXX. XXXX XXXX told me their system was showing {$50.00} due ( as a prerequisite to closing out this loan ). But she wasn't sure this was correct. To confirm, XXXX XXXX promised to call me back. XXXX XXXX did not call me back. 

On XX/XX/XXXX, I called XXXX again at XXXX. On this date, I spoke to XXXX XXXX. She refused to verbally provide information about how much or where to send funds to complete a payoff. After putting me on hold for a very long time, she finally provided XXXX payoff quotes via a secure message located at ssa.shellpointmtg.com. ( In order to access this website, it is necessary to set up a password, provide authenticating info., etc. ). The first quote ( dated XX/XX/XXXX ) was sent at XXXX pm and lasted until midnight ( XXXX ) ; it showed {$980.00} additional interest calculated and owed by us. The second, ( valid for XXXX hours from XX/XX/XXXX to XX/XX/XXXX ) showed {$1100.00} interest calculated. Neither interest calculation makes sense. Since XX/XX/XXXX, XXXX has XXXX in possession of the full principle balance on our loan ( see XXXX dated XX/XX/XXXX ) and there is no more principal on which to calculate interest. 

INCONSISTENT, CONLFICTING PAYOFF QUOTES and INSTRUCTIONS : As described above, until XXXX XXXX XXXX on XX/XX/XXXX, I was blocked from getting any information from the company on how to close this loan out. Instead, I was provided with deliberately, inconsistent information. Moreover, on XX/XX/XXXX, I navigated to NewRez other website ( servicing.newrez.com ) which is different from ssa.shellpointmtg.com where this company sometimes sends secure messages. After completing the enrollment process ( which takes a long time ), I navigated to a tab for an instant payoff quote. There, as of XX/XX/XXXX, the website at servicing.newrez.com shows my payoff quote as {$1000.00} ( consisting of {$95.00} in fees and {$940.00} interest. ) It says I should send an ACH/wire to XXXXXXXX XXXX for a payoff. This information conflicts with the ssa.shelpointmtg.com secure message payoff which says I have XXXX hours on XX/XX/XXXX to pay {$980.00} interest that should be wired to XXXX Bank. 

On XX/XX/XXXX, we sent a {$460.00} wire to : Bank : XXXX, XXXX Number XXXX, Account XXXX, Account Name : New Rez, Reference XXXX / XXXX. Once I realized that NewRez/ShellPoint was refusing to cooperate, I decided to use this wire method, and write a letter to you to file this complaint. 

In summary : We paid the full loan principal balance on XX/XX/XXXX. On XX/XX/XXXX we paid an additional {$460.00} via XXXX wire, which includes all unpaid XX/XX/XXXX interest ( {$370.00} ) plus {$86.00} more. After phone representatives deliberately strung this out, I had to set up XXXX accounts ( XXXX at ssa.mssa.shellpointmtg.com and another at newrez.com ) just to get basic information. We still do not know if this mortgage is considered paid off. But holding our principle balance and not applying it to our mortgage while continuing to charge interest is a clear lack of good faith. 

Enclosed is : XXXX. XX/XX/XXXX mortgage statement. {$900.00} monthly payment, due XX/XX/XXXX of which {$370.00} is interest XXXX. Proof of principle payment {>= $1,000,000} cashed XX/XX/XXXX by this company Payoff quote dated XX/XX/XXXX showing {$410.00} as interest still due through XX/XX/XXXX plus {$50.00} fee ( unspecified ) XXXX. XX/XX/XXXX mortgage statement showing {$0.00} due, and partial payments unapplied. 
XX/XX/XXXX loss mitigation communication to XXXX from NewRez threatening foreclosure and ways to avoid foreclosure XXXX. XX/XX/XXXX screenshot of website where XXXX XXXX loan payoff quotes could be accessed. ( ssa.shellpointmtg.com ). In order to access this customers have to sign up for an account and provide personal information and go through authentication processes. 
XXXX. XXXX payoff quotes sent by XXXX XXXX on XX/XX/XXXX ( {$980.00} and {$1100.00} ). These last only XXXX day and amounts are arbitrary. The mailing address for paying these amounts is XXXX XXXX XXXX, XXXX XXXX, XXXX, SC. The XXXX/wire address is for XXXXXXXX XXXX XXXX both of which are different from the regular mailing address for other loan payments and the website data for payoff requests. Customer service reps refused to clarify discrepancies as to where to send/how to send. 
XXXX. Loan payoff quote as of XX/XX/XXXX ( {$1000.00} ) per NewRez website, which is different from the payoff letters sent via ssa.shellpointmtg.com XXXX. Proof of {$460.00} payment made on XX/XX/XXXX ( XXXXXXXX XXXX account wire transfer ) that includes the {$370.00} interest through XX/XX/XXXX.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with non-monetary relief