Consumer complaint received 2021-01-11
Company: Shellpoint Partners, LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
This is a followup from a complaint sent to CFPB on XX/XX/2020, # XXXX. 

This is still not resolved. It has become a blame game. New Rez/Shellpoint saying it's the mortgage company fault and vise versa. I sent the following email to the person on your resolution letter. I've been trying to resolve the issue directly and I'm still getting a runaround. The phone # on the letter was to a XXXX XXXX but no one seems to be able to contact her. Here 's my updated issue to my original complaint : XXXX, I am referring to you because your name is on the attached letter resolution from Shellpoint as a contact, but I have not been able to reach you at the phone # provided on the letter by CFPB. I can not believe it has been over 3 months that I've gotten a response ( not a resolution ) from CFPB ( Consumer Financial Protection Bureau ) regarding my inability to access my mortgage account ( XXXX ). Initially the issue was the incorrect Social Security # in the system.XX/XX/XXXX claims they sent the correct # over, and Shellpoint claims they received the incorrect #. It appeared as though it is still not fixed internally according to one of the 25 representatives I've spoken with at Shellpoint/New Rezs ' customer service line, when I put my last 4 digits of my SS # it brings my account info up but there's still something wrong. 

Since XXXX, I have called at least twice per month, since I'm forcibly stuck with calling in my payment monthly, and it's been the most frustrating experience EVER!. I have had 4 mortgages, done at least 8 refinances in the past 10 years and never have I ever had this confusion with a mortgage company. I've received at least 5 Ticket # 's with each person promising that this time it will be fixed and I'll get an email from the Tech department ( who CAN NOT speak with customers ) ... and I never get the email follow up from them. Each time I call they would say the tech department will wipe out all the information received and I would start from scratch and I should receive an email 2-3 days, in the past 4 months I have received no such email. They've instructed me to try new passwords, new sign on 's, new email addresses and NOTHING works. I have spoken to all of Shellpoint 's representatives by now and they all have transferred me to their TIER 2 department. I have spent hours on phone calls and with now resolution in sight. The errors keep coming back as 'you 're login has already been registered to another account, and when I used a new user ID it would say something like ' can not get on account, try again '. One of the Rep even tried my login information on their computer and got the same response.

I want to pay my mortgage online, MYSELF! not with the assistance of your rep, and I was charged a fee because the Rep took wrong account information down and they sent me a fee. This is too much now! I want my account access fixed immediately ...

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