Mortgage -- Trouble during payment process -- Complaint #5021655
Complaint Overview
Complaint ID: 5021655
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Illinois
ZIP Code: 60091
Date Received: 2021-12-18T12:00:00-05:00
Date Sent to Company: 2021-12-18T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
New mortgage loan servicer ( Shellpoint Mortgage Servicing XXXX as Newrez LLC ) acquired my mortgage loan mid-month after our first payment was issued to the original mortgage servicer. Newrez sent us a bill that didn't reflect the payment made to the first mortgage servicer. The first mortgage servicer reported our payment as lost so we promptly issued payment to Newrez to ensure our account would be current. We were instructed to issue a stop payment order with our bank for the first missing payment. After Newrez received and processed our direct payment, and our account was fully current, Newrez received our " lost '' check from the original mortgage servicer, endorsed it, and attempted to apply this payment to our account. After our bank rejected the payment due to our stop order request, Newrez charged us a {$25.00} fee for non-sufficient funds. We've written Newrez multiple times to dispute this charge but they failed to reverse their late/NSF charge . Newrez is knowingly and willfully engaging in deceptive and unfair business practices by acquiring loans, sending bills when payment is in process with the original loan servicer, and then charging late or NSF fees when the borrower/consumer is working to ensure that only one payment is applied at a time.
Frequently Asked Questions
What is Complaint #5021655 about?
Complaint #5021655 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-12-18T12:00:00-05:00.
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.