Consumer complaint received 2019-06-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
NewRez is a company who has assumed my home mortgage recently from XXXX. I decided to pay my mortgage loan off, Using Newrez website to determine final loan pay off amount on XX/XX/2019 which was {$3600.00}. I arranged for payment through the website and called to confirm that NewRez had received final payment on Friday, XX/XX/2019. Speaking to a representative on phone they had not yet taken payment from my personal XXXX banking account. So I gave her permission over the telephone pay off the loan of {$3600.00} using my XXXX bank account. On Monday, XX/XX/2019 I was notified by XXXX XXXX that there was an issue with my bank account, NewRez had withdrawn the money twice. The first time was on XX/XX/2019 and the second time was on XX/XX/2019. This caused an my XXXX banking account to ended up with {$0.00} in my personal checking account. This has left me with no cash available until my next paycheck. I have called NewRez several times during the week. Initial call was made on Tuesday XX/XX/2019 and after review of my records I was informed they made a mistake by withdrawing the funds twice. They acknowledged my mortgage was paid off on XX/XX/XXXX. As I explained on the phone by withdrawing the {$3600.00} twice they took all the money in my checking account. So I requested NewRez return the {$3600.00} they took out inappropriately after the loan was paid on XX/XX/XXXX. Initially I was told they would return the money in a few days, since then I have contacted them 3 times and explained they were given approval to withdraw {$3600.00} once, not twice. The second withdrawal was not approved. This was taken out after my loan was paid in full. I have been given various answers as to when I would have my money returned. Today XXXX I requested escalation to a supervisor or someone who could solve the problem after telling 3 employees from NewRez  I was going into the weekend with no cash in my XXXX bank  account because they had withdrawn the {$3600.00} inappropriately. This would cause a hardship leaving me without cash until my next paycheck. Today on Friday XX/XX/2019 the representative by phone tells me it will take 10 days to be reimbursed. 

In conclusion, my complaint/issue with NewRez   is after contacting them about final payment on my mortgage loan and being told they can handle it on the phone they have withdrawn money from my personal checking account 2 times. Friday, XX/XX/2019 {$3600.00} and again on Monday XX/XX/XXXX another {$3600.00} causing my personal XXXX bank account to end up with a balance of {$0.00} and leaving me without cash which is a considerable hardship. There is no reason after the mistake was identified and they acknowledged taking the {$3600.00} ( after my loan was paid in full ) the money has not been returned. In today 's electronic banking world this could have easily been accomplished within a 24-hour timeframe. NewRez should not have withdrawn money from my personal checking account after the loan was paid off.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation