Consumer complaint received 2024-09-12 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Paying off the loan
Company: Shellpoint Partners, LLC
State: CO

Complaint narrative:
On or about XX/XX/year>, I applied for a HELOC loan through upstate mortgage because they were listed on my XXXX account. I thought I could trust this company. After about a month of going back and forth submitting documents many intrusive requests. The loan was closed on XX/XX/year>. I did not receive the funds until XX/XX/year>, in the amount of XXXX. I was informed by XXXX that my loan was being sold to specialized loan servicing. At the end of XX/XX/year>, I called SLS to find out how to pay my loan. They informed me that I didnt have a loan with them. I later received an email stating that my loan was now with Shellpoint mortgage. I contacted shellpoint mortgage on our about XX/XX/year>, I was informed that my payment was due in the amount of or around XXXX on XX/XX/year>. I started receiving documents saying NewRez is my loan service then Shellpoint is the loan service, back to XXXX. I made a payment over the phone. At the end of XX/XX/year>, I noticed that my payment made on XX/XX/year> was not showing as a payment. On or about XX/XX/year>, I made a principal only payment in the amount of XXXX. On or about XX/XX/year>, a regular payment was drafted from my account in the amount of XXXX or close to. I decided following the XXXX payments that I wanted to attempt to refinance with my bank to remove Shellpoint/NewRez as my loan provider. My bank approved my loan. Shellpoint was paid in full per the payoff letter on XX/XX/year>, I have a recordings of the conversations with them on XX/XX/year> confirming they received the payment, my husband was also on the line. I was not informed that I needed to take further action. On the payoff letter it noted that XXXX of my payments were not applied and were received an email following the what I thought was the closure of my account on or about XXXX XXXX I received an email stating that my bill was ready to be viewed. I called Shellpoint asking why my account was not closed, they informed me that I had a balance left on my account. Through looking at the online portal Shellpoint adjusted my balance to XXXX and had unpaid interest listed off XXXX and change. On our about XX/XX/year>, I paid the unpaid interest and again requested that the account be closed. Shellpoint then informed me that they needed a picture ID to close the account. I emailed a picture and uploaded it into their portal requesting that my account be closed. I spoke with a manager whom stated that I had a XXXX balance and should not have an open account. The manager closed my account on XX/XX/year>. Shellpoint sent a letter stating that my account was paid in full on XX/XX/year>. Shellpoint then posted on my credit report on XX/XX/year> SLS reported I have a loan open with them for XXXX. On or about XX/XX/year> Shellpoint reported that I have an open account with a balance of XXXX. Both stated open and active. Following XX/XX/year> my SSN was sold on the dark web per XXXX

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