Consumer complaint received 2021-04-16
Company: Shellpoint Partners, LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am writing to : Dispute a letter from Shellpoint Mortgage Servicing stating I had insufficient funds in my checking account to make a scheduled ACH  withdrawal payment in the amount of {$820.00} on XX/XX/XXXX. This was the second schedule installment of a three trial period payment plan. 
I scheduled my 3 payments with Shellpoint 's ACH withdrawal system on their website. My first  payment for XX/XX/XXXX and third  payment for XX/XX/XXXX both, in the amount of {$820.00}, successfully cleared Shellpoint Mortgages ACH  withdrawal system. 
I emailed and spoke to Shellpoint representative on the error that occurred for the 2nd scheduled payment submitted on XX/XX/XXXX for XX/XX/XXXX. I told her that I'm willing to provide proof from my bank account that : I had sufficient funds available for the Payment of {$820.00} No attempt was made from Shellpoint on my account ending in XXXX to withdrawal a payment of {$820.00} that I scheduled on XX/XX/XXXX. 
I asked her for the Bank routing and account number that Shellpoint showed setup in their system for processing ACH withdrawals from my account to make the 3 scheduled payments. She said it is my bank account and an account number ending XXXX. 
I said, Theres some mistake in Shellpoint 's ACH  withdrawal system because my account does not end in XXXX but it ends in XXXX. She said thats not true because shes looking at my information in their system and it shows all of my payments are setup with the account ending in XXXXfrom my checking account. I told her I can send proof showing my correct account number ends in XXXX, and I'm willing to make the payment today to correct the ACH Withdrawal error.

She refused my proof, and offer to make the payment for XXXX. She refused to investigate the ACH  withdrawal error from their system showing my account ending in XXXX. 

I contacted my bank and asked if they could provide me proof on this ACH  withdrawal error that occurred on XX/XX/XXXX. My credit union found evidence that Shellpoint Mortgage attempted to make a withdrawal from the wrong account that ended in XXXX. 
I also would like to add that Shellpoint never Called or emailed me about this payment error. However, they sent a letter with incorrect address. When I reviewed the emailed copy of the loan modification letter from Shellpoint, I informed them that this address was not correct and needs to be updated to my correct address. The lettered was dated XX/XX/XXXX, and I did not receive the emailed copy until XX/XX/XXXX. This only gave me 4 days to review the loan modification or any errors and begin making payments. 

I paid the Legal advocate team over {$2000.00} to help with the loan modification which started in late XXXX. After my house went in foreclosure  in XXXX of XXXX I gave them nearly {$900.00} to help resolved this issue. But as of today they have not done anything.

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