Consumer complaint received 2020-03-24
Company: Shellpoint Partners, LLC
State: MN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
My complaint is with Shellpoint Mortgage. Shellpoint Mortgage acquired my mortgage account and the first payment was processed in XX/XX/XXXX. My XX/XX/XXXX payment via Shellpoint online service failed to process due to an error with Shellpoint systems. After contacting the customer service number on six different occasions, I provided information over the phone, a payment was processed, and I received a confirmation number for the transaction. I was reviewing my paying ( sending ) bank account on a daily basis to confirm the payment had been processed by Shellpoint Mortgage. I contacted Shellpoint multiple times between XX/XX/XXXX and XX/XX/XXXX to confirm payment. After receiving an alert that my credit report contained negative information, I contacted Shellpoint for resolution and was told to submit an email as a formal complaint / request and my concern would be addressed within 30 days. To date, Shellpoint has not provided any information and continues to report a late payment on the account for XX/XX/XXXX. 

Timeline follows : XX/XX/XXXX : Submitted payment at Shellpoint website. 
XX/XX/XXXX : Received confirmation of payment. 
XX/XX/XXXX : Payment had not processed from my bank account ; called Shellpoint customer service line and was told by operator that there was a systems error of unknown cause. I provided account information and made a payment over the phone. Operator provided confirmation of payment. 
XX/XX/XXXX : No payment had processed and I contacted Shellpoint customer service. I was assured payment was " in process ''. 
XX/XX/XXXX : I checked Shellpoint website and saw 'returned ' item and fee. No notice of returned item. I again called customer service line and was told the reason was 'unknown ' as to why payment didn't process. I again provided payment information over the phone and made a double payment ( XX/XX/XXXX and XX/XX/XXXX ). 
XX/XX/XXXX : Payment correctly processed for both XX/XX/XXXX and XX/XX/XXXX payments. 
XX/XX/XXXX : Contacted Shellpoint Mortgage and again operator was unable to explain why previous payments did not process properly. I requested refund of {$120.00} I had been charged for payment processing and late fee errors. 
XX/XX/XXXX : Again contacted Shellpoint Mortgage and was assured that there would be no negativer reporting to my credit report and fees were being reviewed. 
XX/XX/XXXX : Shellpoint Mortgage reported a late payment to XXXX, XXXX, and XXXX. 
XX/XX/XXXX : Called Shellpoint Mortgage customer service number as was told my complaint must be submitted via email to XXXX. I submitted detail complaint. 
XX/XX/XXXX : Called Shellpoint Mortgage and was advised that I would receive a response within 30 days of my email dated XX/XX/XXXX. 
XX/XX/XXXX : Shellpoint Mortgage has never responded to my inquiry for confirmation of account activity, has not responded to my request for correction of credit reporting, and has failed to notify me in any fashion regarding my request for reversal of fees. I have followed FCRA process with XXXX, XXXX, and XXXX  credit reporting agencies. 

I notified Shellpoint Mortgage representative that I am in the process of a significant career change which requires extensive background checks including consumer credit reporting and I expressed my concern over the potential negative impact of their delay in responding to my request for review and correction. 

As of this writing Shellpoint Mortgage has failed to provide updates, explanation, corrected credit reporting, or any explanation for their failure to address fees created by Shellpoint 's failure to process my mortgage. 


After multiple attempts to pay my mortgage via the online portal, I was successful in scheduling a payment for Friday ( XX/XX/XXXX ). After I did not see the funds leave my bank account by the close of business on XX/XX/XXXX, I called the customer service center and was told the payment would post in the next few days. On XX/XX/XXXX I logged in to check and I saw the NSF assessment and the returned payment notification. I immediately called the call center to identify the problem as I did not want the online error to generate a late payment issue. I was assured under RESPA and the FCRA that I did not need to worry about the error. I provided payment information over the phone for a payment and received a verbal confirmation that the payment had posted. 



Over the next few days I watched my bank account carefully and noted no funds were paid and verified with my bank that no action was initiated to attempt to pull funds. I called the call center again and was told to give it a few days. On XX/XX/XXXX I checked the NewRez website and saw another NSF charge and a reversal of the payment. I again verified account number, routing number, and loan account number. I was told to check back and the problem would be researched. On XX/XX/XXXX I posted two payments and again called to verify my concerns that the payments be processed and there be no negative reporting on my credit report. 



Based on the information I see on the website, it appears you are reporting my XX/XX/XXXX payment as not remitted until XX/XX/XXXX. This information is not correct and the delay in the payment is a direct result of a number of issues which have yet to be identified. It appears at this point the online payment processing system is functional and working. I do hope any issues have been resolved and I wont have problems conveying payments moving forward.

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