Consumer complaint received 2023-12-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: SD

Complaint narrative:
On XX/XX/2023 we got notification that our home loan was being bought by NewRez Mortgage Servicing LLC. On XX/XX/XXXX we received our first statement for XXXX from them stating amount due was {$0.00}. At this point, XXXX separate phone calls were made out of concern, to address the explanation of amount due and were told to wait until XX/XX/XXXX so that NewRez could have all the home loan information completely transferred over. Knowing our monthly dues were scheduled every month on the XXXX with the previous lender, we did not want to receive a late fee and proceeded to pay our usual scheduled monthly amount from our previous company. By XX/XX/XXXX, another call was placed to NewRez to verify what was going on with our account/amount due month to month. A XXXX states since we paid in XXXX the full amount, we were paid ahead until XXXX. At that point we would owe only {$480.00}. I verbalized frustration that this is absolutely not correct and state that our monthly mortgage payment should be the same every month and we should not be ahead of payments. The XXXX states they see assistance showing on their end which could mean the same thing as the buydown agreement that we were under contract with. This still doesnt make sense so call completed and separate call made, with same information portrayed. At this point, I send in previous loan statements from prior servicer plus closing documents with all information to our account online with NewRez, in hopes our monthly payment can be investigated and corrected. XXXX comes around and payment due still owes just {$480.00}. I make another call in hopes this would be corrected to our {$1700.00} agreed monthly payment with the previous lender, with no help. My husband then calls and speaks to XXXX who tells us that with our autopay, the {$480.00} will be pulled on the XXXX and if we want to pay the remainder of our usually payment over the phone ( {$1200.00} ), then the {$1700.00} will be paid in full. So we paid the {$1200.00}, then instead of autopay taking out {$480.00} on the XXXX, they took out {$2100.00}!!! We did not authorize this payment. So of course we called and demanded a refund, which they stated should take no longer than a week to process. This actually took XXXX weeks for them to return our money. After we receive the refund, the monthly payment showing on our account was corrected to the {$1700.00} a month. However, now since they issued our last refund we were delinquent in our account by a whole month. I call NewRez to discuss this and ask why now we are delinquent when we were told we were ahead of payments and they state there had been adjustments made to correct our monthly payment and this was the result. At this point, with no other options than paying double for their mistakes, I set up a payment plan to take our scheduled autopay on XX/XX/XXXX and then another payment to be drawn out XX/XX/XXXX so that we would be sufficient. By our scheduled auto pay date XX/XX/XXXX, no payment had been processed so I called to make a phone payment of {$1700.00}. Then a couple days go by and XX/XX/XXXX shows a second pulled payment of {$1700.00} from NewRez, not authorized! Another phone call was placed and I explained the situation and asked for a refund so that we could continue with making a payment on XX/XX/XXXX to make up for the supposed deficiency. They state they will expedite this refund and we will have it in XXXX. A week goes by and we have not received our money so another call was placed. This XXXX states we actually will not likely get our refund because then our account would show deficient again. I verbalize frustration that we are being lied to and taken advantage of and XXXX apologizes. Another week goes by and we did in fact get the refund, after XXXX weeks. Then, we receive a letter in the mail stating that we are going to be reported to the credit company if we dont make a full mortgage payment on that date. On XXXX first, we paid {$1700.00}, then our auto-pay date XX/XX/XXXX also pulled {$1700.00}. So this month we have paid double mortgages. As we also did last month before we were refunded after weeks. This is unjustifiable how our money is so carelessly thrown around with this company, along with all of the time and energy it has taken away from me and my family. We were left to pay back-pay for all of the months that they could not get corrected, even after countless phone calls, explanations, and disputes.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation