Consumer complaint received 2023-06-08
Company: Shellpoint Partners, LLC
State: KY
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
The main issue with my current mortgage company started back in XXXX when I received correspondence that my mortgage company would be changing from XXXX XXXX XXXX to New Rez. As requested by New Rez, I went into my payroll system for the XXXX to update the wiring information from my XXXX XXXX allotment to the new banking information provided by New Rez. I changed the wiring information upon receipt of the routing and account numbers when I spoke to a representative back in XX/XX/2022. My next payment from the XXXX system that controls my XXXX XXXX XXXX pay in XXXX was supposedly not received by the banking institution New Rez uses and I received a past due letter by mail. I submitted the proof of payment referencing the attached documents ( Allotment screenshot of updated, and the past two End of Month LES ) to show that the allotment was wired by allotment to their banking institution that handles the payments using their " Contact us '' link on their website. Within 30 days my account was credited as they had found the allotment payment submitted to my mortgage company in the amount of {$860.00}. This same situation occurred again in XXXX with me receiving a letter and then by me checking my account status online through my mortgage portal of New Rez. I again submitted proof of payment by allotment through wire using the payroll system XXXX that the XXXX XXXX XXXX uses to pay it members. I submitted documents ( EOM LES, allotment screenshot information from XXXX ) to show that the banking information input was correct and that the money had been deducted from XXXX XXXX and sent to their banking institution. I then called on three separate occasions to follow up on my submission of the documents to check the status. This was over the course of XXXXhree weeks. Finally, after over three weeks I was able to get a representative to confirm with me that none of the other representatives had not submitted a ticket for review to the appropriate department for my dispute over the past due amount of {$860.00} which had been sent the same way as in XXXX and had not been received although, XXXX payment, XXXX payment had been credited to my account with no issues. This is where the concern is for me and where my biggest frustration is with their proper tracking of wired payments made to the bank that handles their payments. It is now XXXX and after having received a secure online correspondence from them stating that a payment had been applied but there was still a payment missing is my concern. I have not changed any of my allotment information on the XXXX system since it was originally input correctly in XXXX and I had called at least two separate occasions to confirm the accuracy of the routing and account numbers for payments. I have attached documents to show wired payments coming from my XXXX pay, the letters of correspondence, screenshots of wired allotment information, and statements from my mortgage company. As of today, the statements still show my account is past due {$860.00} from the supposed missed payment in XXXX.

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