Consumer complaint received 2025-02-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: DC

Complaint narrative:
On XX/XX/XXXX, I received notice from NewRez that my payment had been withdrawn for what I pay monthly for my mortgage of {$3400.00}, which includes {$3300.00} towards the required payment and an additional {$60.00} towards my principal. 

I got no notification that the payment had not been received from them. However, I got an alert on XX/XX/XXXX from XXXX XXXX saying I had insufficient funds, so I logged in to NewRez and paid {$3400.00} on XX/XX/XXXX, which showed as withdrawn from my XXXX XXXX XXXXXXXX account on XX/XX/XXXX. I should have now been up to date. However, NewRez has claimed I did not pay sufficiently on XX/XX/XXXX, since {$550.00} went to escrow, the {$2800.00} payment was not enough to cover my {$3300.00} monthly payment. However, I paid {$3400.00} to NewRez. I've attached the email from NewRez, showing a single one-time payment of {$3400.00} on XX/XX/XXXX. 

In the NewRez system, if you are not current, you can not make separate additional payments to escrow or principal, you can only make payments that include your base balance. ( I've attached a screenshot of my attempt to do so today, as I didn't take any screenshots in XXXX. ) You can add additional funds to the escrow and/or to the principal, and I do so every month. Even if I had added an additional {$5.00} to the escrow to reach {$550.00} as shown on NewRez account, the remaining {$2800.00} would have been enough to cover my {$2700.00} monthly payment, including {$55.00} towards my principal. 

Even if I had been able to make separate payments, the payments would have shown as separate transactions with XXXX XXXX XXXXXXXX. Also, {$550.00} should have been added to my escrow account and {$2800.00} should have been added to my principal. 

Since that date, NewRez has sent me no letters or emails regarding the balance on my account, but has sent me XXXX emails about opportunities to refinance, several notices regarding my tax documents. 

I have continued to pay {$3400.00} monthly in XXXX and XXXX, including the {$3300.00} required payment and the {$60.00} towards my principal. None of the additional funds are showing as credited either towards my principal nor towards my interest balance. 

Today, when I spoke to NewRez, they told me that I had {$2900.00} which had not been credited towards my account that had been in an " Unapplied Payment '' account. This means I have continued to accrue interest on a principal I had already paid down further over XXXX months. NewRez also has considered me a month behind on payments and threatened me with late fees, despite the fact that I have paid *above* my monthly payment each month since XXXX. 

The NewRez complaint form is not functional. ( See attached screenshot. ) It won't let me input the complaint I'm filing in the first question, so then won't let me input any information in the other boxes.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation