Consumer complaint received 2025-12-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: AR

Complaint narrative:
I bought a home in late XX/XX/year>. My monthly payment is {$1700.00}. Shortly after closing, my mortgage was transferred to Newrez. 

XXXX XXXX, XXXX  : I called Newrez and talked with XXXX. I made a {$90000.00} payment ( {$89000.00} to go toward principle and {$250.00} for the recast fee ). Ref. # XXXX. 

XXXX XXXX, 2025 : I called back and talked with XXXX. The system showed XXXX did not process the recast and applied the full $ XXXX to my principal. She revered the $ XXXX payment and applied {$89000.00} to the principle and {$250.00} for the recast fee. She said my new monthly payment would be {$680.00}. I explained that that could not be right- it was too low. She said they were supposed to call me with an update but stated they sometimes do no call back. Ref. # XXXX. 

XXXX XXXX, 2025 : I called and talked with XXXX, who said he could only file a complaint about the recast problem and said I would receive a call that day or the next. Ref. # XXXX. I never received a call. 

XXXX XXXX, 2025 : I called and talked with XXXX XXXX. She gave some excuse about the system being down and the recast requests being backed up. ( That's not my problem. ) She had no new information and asked if I had signed my recast paperwork. I stated that I never received any paperwork and was never told I would. I asked to talk to the recast department or her boss ; however, she said she could not transfer me to the recast department because that's not how they operate. Ref. # XXXX XXXX XXXX, XXXX  : XXXX called me and said she would ironically transfer me to the recast department. I talked with XXXX XXXX, who was rude. She asked about my recast paperwork. Again, I told her I had not received it. She then told me they have until XXXX XXXX, XXXX, to send that to me. Ref. # XXXX. 

XXXX XXXX, XXXX  : I called the number XXXX gave me, but it did not connect me to the recast department, as promised. It sent me back to XXXX XXXX. XXXX transferred me to XXXX XXXX in the recast department. She took a quick look at my account, told me it was a mess, and said she was going to credit the $ XXXX back to my principle. On at least XXXX occasions, I explained that someone had already straightened that amount out. After I pressed the issue numerous times, she claims she did not move forward with what she planned to do. My other concern was that my account showed a monthly payment for {$1700.00} was made XXXX XXXX and then reversed XXXX XXXX. I never made a payment XXXX XXXX, so I didn't know why XXXX was showing in the app and a reversal for the same amount. XXXX was rude, argued with me, told me I was not seeing that correctly. ( I have the records in the app to prove it. ) I told her about the XXXX XXXX deadline. She said that is correct ; however, they are about XXXX  days behind schedule. I explained I started the recast process more than XXXX  days ago. 

My monthly payment has been reversed back to {$1700.00}, which means I'm paying more in interest even though I made an {$89000.00} payment on principle. No one at Newrez knows when my recast is going to be processed, they continue to college additional interest from me, are rude, and lie.

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