Consumer complaint received 2019-10-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
On XX/XX/XXXX I contacted New Rez/New Penn because they charge me with a late fee on my mortgage. My mortgage is due on the XXXX of the month and XX/XX/XXXX was a Sunday, so they received my payment electronically on XX/XX/XXXX ( Per my bank ). I spoke to XXXX XXXX who sounded annoyed with me because I was complaining about the late fee, he gave me the run around so I told him that I would like to speak to his supervisor. Mr. XXXX put me on hold and then came back on the phone and told me that his Supervisor Mr. XXXX said that he will waived the late fee of {$26.00} for me and I should just go ahead and pay my regular XX/XX/XXXXmortgage payment of {$2800.00}. Mr. XXXX also told me that his supervisor said that I should send an email to loan servicing to request the {$38.00} that they had already taken off my prepayment for the late fee. He told me to request the {$64.00} in the email which is the total amount of the late charges because Mr. XXXX will waived the {$26.00} and its up to the loan servicing to waive the {$38.00}. I sent the email as I was told. 

I got my XX/XX/XXXX mortgage statement and the {$26.00} was still showing up on my statement which rolled over from XX/XX/XXXX. I called New Rez/New Penn again on XX/XX/XXXX and spoke to XXXX XXXX who confirmed to me that the {$26.00} was waived on my account. She told me to just pay my XX/XX/XXXX regular payment of {$2800.00} which again I followed instructions and made my XX/XX/XXXX statement payment as I was instructed.

My XX/XX/XXXX statement came and again there was the {$26.00} again ( I paid {$0.00} over in XX/XX/XXXX ). So I called New Rez/New Penn on XX/XX/XXXX and spoke to XXXX and ask her why the late fee keeps on rolling when I was told over and over again that it was waived. She told me just pay my regular monthly payment and she will talk to her supervisor Mr. XXXX as to why the late fee was not waived when it was supposed to be waived in XX/XX/XXXX. She said I will receive a phone call from Mr. XXXX within 48 hours. I have yet to receive a phone call from Mr. XXXX as of the date of this complaint. 

On XX/XX/2019 I received my XX/XX/XXXX statement and again the {$26.00} ( I paid {$0.00} in XX/XX/XXXX ) shows  up on my statement. I called New Rez/New Penn and I spoke to XXXX, I explain to him about the {$26.00} that keeps rolling on from XX/XX/XXXX. Well here was the shocker, XXXX told me that my claim was denied on XX/XX/XXXX and that I should email loan servicing again to dispute the late fee and there is nothing he or his supervisors could do for me. I confirmed the email address and told XXXX how upset and disgusted I was with New Rez/ New Penn . I was shocked and appalled because I called New Rez/New Penn on XX/XX/XXXX and XX/XX/XXXX and was not told my claimed was deny. I was told that the {$26.00} was waived over and over again. They still have not kept their word because the late fee is still carrying over into my XX/XX/XXXXand XX/XX/XXXX statements. 

Since New Rez/New Penn took over the servicing of my loan its been a nightmare. I have had my mortgage for nine years and has never been late. When I refinance my loan with XXXX XXXX I specifically ask the agent Mr. XXXX about the grace period falling on a weekend and he specifically told me that the payment will be due on the next business day and I will not be hit with a late fee. I am now strongly believing that was only said to secure my loan which was very manipulative. The reason I always ask that questions is because I get paid twice a month and so I set up my payment around that time. 

New Rez/New Penn is set up to destroy peoples credit so they can charge exorbitant fees for the mortgages that they are servicing. I dont understand why I was told over and over again that they waived the later fee, which they should not have charge in the first place, when they knew it was not waived. Why lied to your customers. Their customer service agent is terrible, XXXX, XXXX and XXXX had bad attitudes and no customer skills. I was even laughed at, when I was venting my frustration with XXXX. I have to give kudos to XXXX he was the only one that had customer service skills. I suspects he will not last long at New Rez/New Penn because their customer service is lacking in every which way. New Rez/New Penn encourages their agents to give out misleading information to their mortgage servicing clients causing us to have mental anguish. This company should be seriously investigated due to its deception, manipulation and outright dishonestly. 

Dissatisfy and Outrage XXXX from New Jersey

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