Mortgage -- Trouble during payment process -- Complaint #7383674
Complaint Overview
Complaint ID: 7383674
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: California
ZIP Code: XXXXX
Date Received: 2023-08-10T12:00:00-05:00
Date Sent to Company: 2023-08-10T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My husband and I bought a house in XXXX. Our first payment was due on XX/XX/XXXX. We were given a letter dated they XXXX of XXXX that our loan was transferred to XXXX XXXX and will be serviced through Newrez. We got it the day before our first payment was due. At this point we were already set up for payments with XXXX XXXX so thats who we paid with. They said we could pay them up until the XXXX. After that we pay Newrez. We let Newrez know and gave them to confirmation number on the 1st after we made our payment. They said the transfer of payment would take 7 business days. My husband called a week later and that person told him it would take longer. He called two more times each following week, and it was still not complete. I called on the XXXX of XXXX and that person told me they would initiate the transfer and it would take 72 business hours. I called back on the XXXX of XXXX and that person told me every attempt to transfer was canceled due to insufficient information. She said she could talk to a supervisor but there was nothing more I could do. At this point we have letters saying we are late and our XXXX payment was applied to XXXX. We have another letter saying we would get a late payment if we dont pay by the XXXX. I called today and that person told me we needed to provide a screenshot of our account showing we paid the other lender and it was not returned. He said it would take 7 days to complete. He also said that there was something sent to the credit Bureau. I thought we had a 60 day grace period for any credit reports or late fees, which would put us at the end of this month. And in reality this should not have taken this long to fix. I am not sure I trust that this will be taken care of since this is the 3rd person Ive spoken with, my husband spoke to 4 people, and it still isnt resolved.
Frequently Asked Questions
What is Complaint #7383674 about?
Complaint #7383674 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-08-10T12:00:00-05:00.
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.