Mortgage -- Trouble during payment process -- Complaint #9629071
Complaint Overview
Complaint ID: 9629071
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Loan sold or transferred to another company
State: Florida
ZIP Code: 34771
Date Received: 2024-07-26T12:00:00-05:00
Date Sent to Company: 2024-07-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My conventional mortgage loan was sold to NewRez and went into effect around XX/XX/XXXX. I did receive communication from NewRez regarding how to access my new account but those methods have failed numerous times and I still have no ability to access my account. This includes no ability to pay mortgage online, assess escrow balance, submit home insurance information, and all other aspects of the loan management process. For the months of XXXX and XXXX, I was forced to call in my payment over the phone. However, I have no ability to ensure correct application to my account because I am unable to access my account information. I have called and spoken to no less than 4 NewRez agents on multiple occasions with no resolution. The dates of the communication were XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. During the last communication on XX/XX/XXXX, the agent stated an IT request would be placed and a temporary password would be granted but neither of these things have occurred and no additional communication has resulted from this call.
Frequently Asked Questions
What is Complaint #9629071 about?
Complaint #9629071 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2024-07-26T12:00:00-05:00.
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.