Mortgage -- Trouble during payment process -- Complaint #5902488
Complaint Overview
Complaint ID: 5902488
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: New York
ZIP Code: 10956
Date Received: 2022-08-21T12:00:00-05:00
Date Sent to Company: 2022-08-21T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Beginning XX/XX/2022 I began to make half my mortgage payments every 2 weeks on my pay day. The amount was {$940.00} every two weeks. Then in XXXX I received notices that my mortgage was overdue. I call and find out that my payments were not allocated to my mortgage and were placed in principal only. I called XX/XX/XXXX and complained and was told that they would reallocate the payments to my XXXX and XXXX mortgages. A couple weeks later I receive an alert from XXXX that NewRez reported my mortgage payment as 30days late!. I call NewRez and was told that I was up to date and they don't know what happened but that I should email a request for my that delinquent report to be removed. Then I see on my payment history that my XXXX payment was not paid even though I called on XX/XX/XXXX and allowed {$940.00} to be reallocated from Unapplied Payment to my XXXX mortgage and then authorized an additional {$940.00} so that I would be paid for my XXXX mortgage, conf # XXXX. Then I look again on XX/XX/XXXX and find that the associate on XX/XX/XXXX had put through for {$1800.00}! Not {$40.00} like I asked. So payment did not go through and NO ONE emailed or called me to alert me. I again requested {$940.00} to be put into my XXXX mortgage so I would be up to date confirmation # XXXX. I was trying to be a responsible client and make my mortgage payments early and this company ends up reporting me to the credit bureaus and tanking my good credit! I keep asking them to reverse their reporting. I've requested through the phone AND email and I ve received no adequate response. Ii am a responsible homeowner and I should NOT be treated this way. Theu customer service is terrible!
Frequently Asked Questions
What is Complaint #5902488 about?
Complaint #5902488 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-08-21T12:00:00-05:00.
How did Shellpoint Partners, LLC respond to this complaint?
The company responded with: "Closed with non-monetary relief". 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.