Mortgage -- Trouble during payment process -- Complaint #5139307
Complaint Overview
Complaint ID: 5139307
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Texas
ZIP Code: 760XX
Date Received: 2022-01-23T12:00:00-05:00
Date Sent to Company: 2022-01-23T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
While reviewing mortgage payment history on XX/XX/XXXX, there were several NSF charges that appeared even though our monthly mortgage checks were being received and processed by Newrez every month. On XX/XX/XXXX, I called Newrez to ask about the charges and the Newrez representative stated the fees were for non-sufficient funds. I explained to the representative that no such condition existed since our monthly mortgage checks were being received and processed by Newrez. The representative then shifted his explanation by stating that the fees were to pay off an " NSF fee balance '' from XX/XX/XXXX. I again explain that no NSF situation occurred and referenced Newrez 's own payment history on their online portal. The representative placed me on an extended hold and then finally stated that the fees would be refunded. This is our 4th complaint with Newrez regarding deceptive business practices in managing our mortgage. Newrez provided false information during the initial explanation ( which we have complained on before ) and then they attempted to falsely explain non-existent fees. The fees were eventually credited on XX/XX/XXXX, however, their payment history is so disorganized with multiple duplicate entries, incorrect entries, and mislabeled entries that it makes it difficult to determine how much of a payment was applied to where.
Frequently Asked Questions
What is Complaint #5139307 about?
Complaint #5139307 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-01-23T12:00:00-05:00.
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.