Mortgage -- Trouble during payment process -- Complaint #4837368
Complaint Overview
Complaint ID: 4837368
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: North Carolina
ZIP Code: XXXXX
Date Received: 2021-10-23T12:00:00-05:00
Date Sent to Company: 2021-10-23T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX my mortgage servicer, NewRez, responded to a CFPB complaint that I filed on XX/XX/XXXX ( Complaint IDr-XXXX ). In NewRez 's XX/XX/XXXX response to my XX/XX/XXXX they did not provide full or adequate information as to why my mortgage statement for payment due on XX/XX/XXXX showed a payment due amount of {$0.00}. NewRez needs to respond to 1,2, 3,4,5,6, and 7 below. In NewRez 's XX/XX/XXXX response to my XX/XX/XXXX CFPC complaint they, state ..... On XX/XX/XXXX, a refund was issued to the trustee in the amount of {$1600.00}. However, in a deep review of the homeowners payment history one of these payments were mistakenly counted in our bankruptcy payment ledger. 1. What was exact dollar amount that was allegedly counted in the bankruptcy payment ledge? NewRez states in their XX/XX/XXXX response to my XX/XX/XXXX CFPB Complaint It has been determined that this inadvertent error is the cause of the billing discrepancies which has caused the homeowner to continually receive billing statements reflecting the wrong amount due. This error has been corrected and as a courtesy Newrez has advanced the funds needed to correct this error. This correction has made the next contractual payment due the XX/XX/XXXX installment of {$940.00}. Enclosed for your clients reference is a copy of the XX/XX/XXXX billing statement 2. What is the exact dollar amount of the funds that were allegedly advanced? 3. How were the alleged advanced funds applied to my mortgage account? 4. Why was there no documentation provided showing how the alleged advanced funds were applied? NewRez needs to supply the documentation showing the exact dollar amount of the alleged funds and exactly how the alleged funds were applied to the account. NewRez attached a XX/XX/XXXX, statement- 5. Why does the statement continue to show that I owe a {$0.00} dollar payment? 6. Why has NewRez not provided any documentation showing the alleged advancement of funds to our account? 7. NewRez needs to supply documentation showing the exact dollar amount of the alleged advancement of funds
Frequently Asked Questions
What is Complaint #4837368 about?
Complaint #4837368 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-10-23T12:00:00-05:00.
How did Shellpoint Partners, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Shellpoint Partners, LLC?
Yes, visit the Shellpoint Partners, LLC company profile at readthecomplaint.com/company/shellpoint-partners-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.