Consumer complaint received 2017-02-07
Company: Shellpoint Partners, LLC
State: AZ
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
1. Incorrect information disclosed upon transfer of mortgage servicing required under RESPA. Incorrect " new '' account number and mailing address for payments. 
2. Payment processing issues - Have n't " found '' my original payment XXXX/XXXX/XXXX and posted someone else 's payment to my account in XXXX XXXX, which was subsequently, and correctly reversed. 
3. Terrible customer service, I can not get anyone to to find and post my first payment upon transfer, so I made a double payment. Phone calls get dropped, and if XXXX is supposed to be my Single Point of Contact ( SPOC ), it is not working. 
These are all the same issues that were identified in the interagency mortgage foreclosure horizontal reviews, and keep impacting the industry. I am also filing complaints with XXXX ( the investor ), XXXX XXXX ( mortgage originator ) and the OCC who supervises XXXX. These interested parties need to know about this as perhaps the due diligence has failed. 

On XXXX, I correctly received notice of transfer for seller ; On XXXX/XXXX/XXXX, I received notice of transfer from Shellpoint. I immediately set up automatic payments, starting with XXXX XXXX, to the address provided on the servicing statement with the new account number. Thought I was done. 
Received a call on somewhere between XXXX and XXXX, they had not received may payment. I explained I had paid to the XXXX XXXX with this account number. I was told that is n't my account number. She talked to supervisor and said they would ultimately find my payment in XXXX, but I offered to make another payment. Then, when they find it, I am good for XXXX and XXXX payment. XXXX rolls around, not resolved, so I make another payment. To be honest, I was so frustrated I do n't know what they said. Then XXXX rolls around, I see a payment was posted ( oh, they finally found it ), but then it was reversed. I contact them on XXXX XXXX in the morning, explain again, ask if they found my payment and why reversed. Agent could n't understand why, no notes, puts me on hold to talk to her supervisor, for like 10 minutes. Comes back, can not determine, will have to call me back. 
XXXX XXXX, late afternoon, call again. Of course call was dropped. When i talked to agent she said someone else 's payment had been posted to my account ( from a XXXX XXXX checking account ), so it was reversed. They never called me. I finally hung up and made another payment for XXXX. 

I happen to know this industry quite well, previous regulator. I gave them a chance before filing this complaint. Ask them for the recorded phone calls. If you have n't, I would check their tires on mortgage servicing transfers, payment processing, their suspense account and SPOC. What are the odds that this is happening to an ex regulator? I 'm financially savvy and able to extra payments, even considering paying the dang thing off as I did n't get to " pick '' my servicer, it was chosen for me. What about consumers that are n't financially savvy ( many ) and consumers who ca n't make extra payments until they find a payment. Help Them. I can take care of myself, but I feel for what they must do, and that is CFPB 's role, not to let someone get caught in this.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation