Consumer complaint received 2025-08-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: PA

Complaint narrative:
bXXXX XXXX XXXXNEWREZ company completely mismanaged my account after assuming my mortgage from another mortgage company.  After making prompt payments every month, XXXX  reversed payments and made it look like I made late payments and assessed late fees.  although my account is current it is now showing as I did not make payment since XXXX XXXX XXXXRe: Incorrect Application of Mortgage Payments\nBorrower Name: XXXX XXXXLoan Number: XXXXProperty Address: XXXX XXXX XXXX XXXX, PA XXXXDear Shellpoint /Newrez/ XXXX XXXX am writing to formally raise a complaint regarding the ongoing misapplication of mortgage payments on the above-referenced accountXXXXXXXXThis loan originated on XXXX XXXX XXXX and the primary balance was fully paid off as of XXXX XXXX XXXX  My account was transferred to Shellpoint /Newrez/ XXXX XXXX XXXX XXXX Prior to the transfer, I made all monthly payments on time and in accordance with statements provided by the previous servicer.  There are several recorded calls where Newrez/Shellpoint representatives repeatedly stated that "nothing will change" from my previous mortgage provider, yet all the payments were applied inaccurately. That servicer consistently applied payments toward monthly dues as agreed, and I was assured that XXXX  would continue the same approachXXXXHowever, upon review of my account with Shellpoint /Newrez/ (XXXX), I have noticed serious discrepancies in how payments have been appliedXXXX XXXX XXXX XXXX: Although I continued making regular, timely payments, XXXX  misapplied these, causing inaccuracies in my account statusXXXX XXXX onward: Payments were finally being applied correctly and online records accurately reflected my activityXXXX XXXX: Once again, the same issue has occurred. I made two payments  one on XXXX XXXX XXXX, and another on XXXX XXXX XXXX Despite this, the account is incorrectly marked as late for XXXX, even though the necessary payment has already been made (and twice at that). XXXX  payment was marked as completed on XXXX XXXX  after 3 payment for XXXX  was ded XXXX XXXX XXXX XXXX, monthly payment was made . XXXX XXXX - all payments were reversed and account is marked as payment due on XXXX XXXXTHIS REQUIRE URGENT ATTENTION - PLEASE REVIEW ACCOUNT AND apply payments according to statements. XXXXThis is unacceptable, and I respectfully request that you investigate and immediately correct the application of these payments. Please review the payment history, bank confirmations, and monthly statements for verification. At no point has a payment been missed. These errors appear to be on the servicing side and not on the borrowers part.\n\nI would appreciate a prompt written response confirming the correction of my account and an explanation of how you plan to prevent this from happening in the future. If this issue is not resolved quickly, I will be forced to escalate this matter furtheXXXXThank you for your attention to this matterXXXXSincerelyXXXX XXXX XXXX XXXX

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