Consumer complaint received 2022-05-02
Company: Shellpoint Partners, LLC
State: PA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2020 a representative from shellpoint mortgaging services name XXXX XXXX contacted me to take a payment on my loan over the phone. I asked XXXX XXXX how much I owed completely on the loan for the loan to be paid off and I not have to receive phone calls from them anymore. I explained to her that I wanted to be done with their company altogether so tell me how much I owe on my loan in its entirety. XXXX XXXX advised me that the payoff for the loan was {$2900.00}. I then explain to XXXX XXXX that I would like to just pay my loan off altogether I didn't realize it was less than {$3000.00} left on the loan. XXXX XXXX proceeded to take my payment over the phone and congratulated me on being a homeowner. Keep in mind COVID had hit and businesses and schools were shutting down all over the world. I didn't really pay any mind to the money still being in my account at the end of XXXX because XXXX XXXX advised me in the beginning of our conversation that our calls would be monitored and recorded so I wasn't worried when the money was still in my account. No one from Shellpoint mortgaging contacted me or my father to advise us that the payment hadn't gone through. Imagine my surprise in XXXX when I received a phone call from XXXX XXXX stating she was calling to take a payment over the phone. I explained to her that I had already paid off my loan and there should not have been a payment to take. She then explained to me that the payment hadn't gone through and that's why she was calling me. So again I authorize their representatives to take the XXXX and {$0.00} out of my account we actually rounded it up to XXXX. I thought this matter had been taken care of and I was now a homeowner waiting for my reward letter to come in the mail AGAIN. In XXXX I received a call from miss XXXX XXXX who had advised me that my account was past due. I explained to miss XXXX that I had paid off my loan and I shouldn't owe anything. After reading through my notes miss XXXX advise me that she sees where the problem was. She stated that the representative should have sent me to the payoff department where they would have advised me on how to correctly send in my pay off. But because she took my payment over the phone, it went through as a regular payment, so money went to my escrow, my principle, my insurance etc. She said she was going to speak to her supervisor and get back to me as far as how to move forward with reversing the payment. XXXX XXXX calls me and informs me that she spoke to her supervisor XXXX XXXX XXXX and he said that he would honor my XXXX payment if I could provide a bank statement showing no insufficient fund fees no holds and no late fees on my bank account statement for the month of XXXX. I submitted they require paperwork but still nothing was done to resolve my account. I've received countless phone calls from representatives as Shellpoint mortgaging who read over my records and all say the same thing ; this mistake was no fault of mine or my banks and Shellpoint took the payment wrong. They have been trying to fixit ever since. 
Now two years later they are still trying to fix it. Still telling me they are trying to rectify the problem. But in the meantime im still receiving mortgage statements. The fact that Shellpoint messed up the payment and have not taken the correct steps to fix it and are now trying to foreclose on my house as a result is very disturbing.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with monetary relief