Consumer complaint received 2023-01-07
Company: Shellpoint Partners, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I received an email from my mortgage company on XX/XX/XXXX stating that they had not received payment for my XXXX mortgage. My wife and I confirmed with our bank that payment was made to the mortgage company on XX/XX/XXXX via bill pay in the amount of {$1300.00}. On the evening of XX/XX/XXXX, I sent via email that the payment was processed, the email included the confirmation number. After discussing the matter with representatives from the mortgage company on XX/XX/XXXX and again on XX/XX/XXXX, I also sent proof of payment via fax on XX/XX/XXXX. My phone calls and the documents I sent to my mortgage company initiated an opening of " payment reapplication task ''. On XX/XX/XXXX, I received notification via mail from our mortgage company that our XXXX payment is past due and that we have been charged a late fee of {$43.00}. On XX/XX/XXXX, I received a correspondence from the mortgage company explaining that my request had been reviewed and the following resolution was determined, " Please have homeowner check with their bank to see if the check that was sent has been cashed. We have checked the system and are not able to locate the funds or check '' and the correspondence went on to remind me that my payment was past due. The correspondence included only XXXX attachment, my Loan History Summary, which showed no payment for XXXX. After receiving this message, my wife and I reached out to our bank to confirm that our payment was sent electronically and that the mortgage company had NOT refused payment. We asked for additional proof from our bank and they provided the Payee Routing #, XXXX XXXX #, and File Trace # for the XXXX payment. As suggested by their representative, we passed this information via the Contact Us section of our online account with the mortgage company on XX/XX/XXXX and they sent an email confirming they received our inquiry. On XX/XX/XXXX, I received correspondence through the mail requesting that I contact my mortgage company to discuss options to avoid foreclosure and that a negative report may be sent to a credit reporting agency if I fail to pay. The same day I called the mortgage company for a fifth time since receiving the first email on XX/XX/XXXX. An automatic notification informed me that " the task has been completed '' referring to the payment reapplication task regarding the XX/XX/XXXX payment. The representative I talked with stated that, despite sending in proof from my bank on XXXX separate occasions, they do not have proof of our payment that my wife and are still delinquent on the XXXX mortgage payment. I asked to speak with someone from loan servicing and I was told that the only way to correspond with them would be through email. Feeling our mortgage company had been dismissive of the proof I provided and feeling that my credit is particularly under threat, I decided to submit this complaint.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with monetary relief