Consumer complaint received 2023-10-24
Company: Shellpoint Partners, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
My mortgage was transferred to Shellpoint in XXXX of XXXX and they purchased my loan from XXXX XXXX XXXX  XXXX also know as XXXX XXXX. The first few payments were made with no issues as they have been for XXXX straight months since we purchased the home in XXXX. During this time we were never notified by Shellpoint at all besides the original letter of them taking over the mortgage. We never received a mortgage statement digitally or via Mail for the Months of XXXX through XXXX. Our first ever statement was sent to us not until XX/XX/XXXX showing a statement closing date of XX/XX/XXXX after this entire mess has started and was already in motion. Apparently for a reason we still don't know my payment in XXXX or XXXX we still don't know failed or was not taken from my bank like the prior payments have been. We were never notified by mail or by phone by Shellpoint at any point in time during this issue. We were never aware for any reason that the payment did not post as scheduled. All mortgage documents are in My name. My wife is on the deed for the house but not on the mortgage itself. Since she is going through a personal Bankruptcy Shellpoint took it upon itself to stop communication with me in regards to my mortgage which I might ad was never late or Delinquent. They never responded about the failed payment. The following month the payment was made again as scheduled. However due to the failed payment we were no delinquent even thought we made the following months payment. We finally started received the statements again as stated above in XXXX XXXX. Even when finally calling the bank in XXXX and trying to fix what happen Shellpoint refused to give me information about my account blaming it on my wife 's Bankruptcy. We believe the bank to be extremely negligent with incorrect data regrind the loan and the payments and the complete lack of transparency and communication regarding the loan. Even after figuring out what happen on my own and getting the mortgage caught up immediately they still hit my credit report with 30 Day late Payments for the months of XXXX and XXXX of XXXX. I reached out to have a full investigation done on my account and my requests have been ignored by all sending multiple emails to there dispute resolution department at XXXX This chain of events has caused me sever financial loss. By reporting my credit file in this manner they have caused several credit lines of mine to get reduced and loan opportunities to be withdrawn. There negative actions have caused me sever finical short term harm to my credit file and credit score due to there neglect and failure to handle the account in the proper fashion. We have never seen such lack of regard to how an account is handled. With no communication with the customer. We are requesting a full investigation being opened into this matter by someone of the executive team of Shellpoint. There process needs to be reviewed for serious flaws to customers and lack of communication and reporting. After our account is reviewed we are hoping they do the right thing and fix our credit reports with false miss leading information. Which was a result of them handling the situation improperly from the start. We have counsel ready to help us on this matter if we can not rectify through dispute resolution first.

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