Consumer complaint received 2021-09-29
Company: Shellpoint Partners, LLC
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage loan was transferred from XXXX XXXX XXXX  to Shellpoint and the Bank Account my mortgage payments were drafted from was transferred from XXXX XXXX XXXX  to XXXX XXXX. I spoken with Shellpoint in XXXX or XX/XX/2020 that I was changing the account on file. I spoken with a representative in XXXX to assist me with the account so I can pay an additional {$200.00}. Once account was setup, I thought it was scheduled to draft in XXXX. I received notification in XXXX or the end of XXXX that my account was past due. I called Shellpoint to find out why account did not draft and was told it was not setup. I thought I had set it up. I did bring the account current and stated I will set it up. Just to add I received a call XX/XX/XXXX that I have XXXX XXXX and my world was turned upside down. So I was dealing with health issues and didnt remember until that evening I checked my account and noticed the account was setup. I called Shellpoint and spoken with a gentleman to share my account was setup for automatic draft. He agreed and stated it should draft in XXXX. I asked him to make sure there will not be a negative reporting on my credit report for Shellpoint failure to draft. The end of XXXX I received a 30 day late fee on my credit report. I called Shellpoint to ask them to remove this negative report and I was told to submit a letter to loan services which I did. I then received a non approval. I had to focus on my health so I decided to deal with this issue later. I called back XX/XX/XXXX and spoken with a representative to address my dissatisfaction with Shellpoint not removing the 30 day late notice. I shared it was their failure not drafting my account. Me and the representative went back and forth about my account not being setup. I share with the representative that I did setup account and I called for assistance so the account can draft an additional {$200.00} per month. I wasnt getting anywhere with representative so she transferred me to her supervisor. While speaking with supervisor she asked me did I received notification that my account was setup. I told her I was not aware I supposed to receive notification that the account was setup. I did my due diligence to setup the account online based on the knowledge I had and nobody shared with me I suppose to receive notification to confirm account was setup. The representative who helped me with setting up the extra {$200.00} did not mentioned I should receive notification to confirm account was setup. The Shellpoint supervisor basically told me because of not receiving the notification that means the account was not activated. How was I to know this since I am new with this company and nobody shared this with me. I take great pride in paying my bills on time and having a high FICO score. This negative score dropped my score from XXXX to XXXX ( documentation was sent to Shellpoint ) I shared with the supervisor I was going to contact the CFPB and she stated the CFPB will tell me the same thing. Shellpoint has a responsibility to let me know what it takes to activate the account. I did my part to setup the account up in XX/XX/XXXX with the help of one of their representative and the representative never mentioned about activating the account or expect to receive notification to confirm account is activated. When I hung up phone with Shellpoint I thought everything was fine. I am asking for CFPB to investigate this matter and listen to the voice recordings of the calls I made to Shellpoint and their documentation. I did my due diligence based on the knowledge I have in setting up my account for the XXXX draft date but Shellpoint failed to draft my account as well as sharing with me how to activate account which I still dont know how account was activated because I havent touched my account since XX/XX/XXXX. Thank You!

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