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

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!