Consumer complaint received 2025-01-06 00:00:00
Product: Debt collection — Mortgage debt
Issue: Written notification about debt — Notification didn't disclose it was an attempt to collect a debt
Company: Shellpoint Partners, LLC
State: KY

Complaint narrative:
I have not missed a single payment since Ive had a mortgage through Newrez LLC. ( Since XX/XX/XXXX ). My automatic mortgage payment is set up for the first of every month. 

Present Time : In XX/XX/XXXX, my email and payment history shows that Newrez LLC drafted a payment for my mortgage amount, just to put it back. They then drafted another payment ( same amount ) to put it back again on the XXXX  of XXXX. While looking at my payment history, and email, I did not receiving any notice of error nor reasoning as to why my money was never actually received, deposited or better yet attempted by NewRez to be taken out of my bank through autopay. I believe they are trying to scam me by not legitimately drafting my AUTOPAY mortgage, resulting in me being late so I am charged with interest. 

On the XXXX of XXXX, I looked at my bank account and saw that NewRez never ended up drafting my mortgage payment through my bank- my bank didnt even show a pending payment marked for XXXX. I looked at my email and have a receipt stating Newrez drafted the payment on the XXXX of XXXX. There was enough money in my bank account to pull the mortgage amount ( given Ive never missed a single payment ), so I go ahead and call Newrez so they give can give me information as to why the payment shows its paid but is not reflected in my bank account. They give me no information as to why they didnt receive the money other than it was a glitch and an error. When they told me to look at the payment history, it looks like they tried to draft the payment a couple different times yet, it never reflected or was confirmed by my bank. So, I was forced manually on the XXXX of XXXX to make a manual payment & it immediately went through with no issues. Again, I was told it was a glitch in the system and they werent sure as to why there was a glitch nor what the glitch specifically was. I was not notified by email or text that my payment was not received- this was fishy to me. 

Come XXXX, Im having the same issue. There is money in my bank account. It shows that they drafted it, and yet there has not been any money or even pending payment through my bank showing that they attempted to draft it nor any markings with the payment history that show any error on their side. I called to get ahead of it before it gets too close to the XXXX so ill be charged with a late fee and they gave me nothing but attitude, no answers as to why they arent pulling my payment AGAIN when the money is there in my bank account. They continue to tell me theres nothing they can do once they draft it, and we just have to wait. Ive been told to wait for now five business days past the time it shouldve been taken out, or at least marked as a pending payment in my bank account but nothing. Something fishy is going on.

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