Consumer complaint received 2023-11-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
I made my XX/XX/2023 payment on XX/XX/2023, at XXXX in the amount of {$1400.00}. I spoke with XXXX, at Shellpoint Mortgage, who confirmed my payment with a confirmation number of # XXXX. 

On XX/XX/23 at XXXX, I went online to confirm my payment was posted. It was not. I chatted online with Shellpoint Mortgage employee, XXXX. He stated there was no record of the payment. He didn't even see notes stating I spoke with XXXX the day before and made a payment. 

XX/XX/23 XXXX, I called and spoke to XXXX ( XXXX ) XXXX . She also couldn't see any record of my payment. She then blamed it on technical issues the company had been having since the day prior. She suggested I call Customer Service the next day as the payment should be posted on their site overnight. 

XX/XX/23 XXXX, I called Shellpoint again and spoke with XXXX XXXX . He states my account shows as being in the process of a loan modification. I wasn't doing a loan modification. I told him I made my XXXX mortgage payment and it was not showing on my account. I needed this to be applied. He stated he couldn't find any record of my payment being made. He then stated that he would send it to escalation and I would hear back in 3-5 days. I never heard back from Shellpoint nor did I receive any response from them via email or mail. 

XX/XX/23 XXXX, I called and spoke to Shellpoint Mortgage employee XXXX XXXX , ext XXXX. Left a voicemail to have her call me back. In my voice mail, I stated that I had made my XXXX mortgage payment on XX/XX/23 and needed help getting this applied to my account. 

While awaiting a response from XXXX, I called Shellpoint Mortgage on XX/XX/23 and spoke with XXXX XXXX. I told her I needed my payment to be applied to my account. She said I needed to send my bank statement showing the payment made. I couldn't send a statement because it hadn't been issued by the bank. I told her my XXXX payment cleared my bank on XX/XX/23. I was frustrated at this point feeling as if Shellpoint was giving me the runaround and nobody was able to locate my payment even with a confirmation number. XXXX then got upset with me and then the line went dead. I waited and waited not sure if she hung up on me. Finally I hung up because she was no longer on the line. 

XX/XX/2023 XXXX, I received an email from XXXX XXXX stating she received my voice mail regarding my payment made on XX/XX/2023. She confirmed no payment was showing on my account. No solution was provided. 

XX/XX/2023 XXXX I submitted a complaint through the Shellpoint Mortgage website stating the date and time I made the XXXX mortgage payment. I also attached a screenshot showing a cleared payment of {$1400.00} on XX/XX/2023. I have never received a response regarding this submitted complaint. 

XX/XX/23 XXXX, I called XXXX XXXX at Shellpoint Mortgage. I told her my payment was still not applied to my account and I was very frustrated and needed help resolving this. She stated she would followup with me by phone or email. I don't have record of any followup via phone, email or mail. 

XX/XX/23 XXXX I called and spoke with Shellpoint Mortgage employee XXXX XXXX . I threatened to report Shellpoint to the CFPB, FTC, CFA and to my attorney if this payment was not credited by TODAY. She then transferred to me to her supervisor, XXXX XXXX who holds the title of Team Lead. I explained that my payment needed to be applied to my account and I was getting no results. She put me on hold, listened to my conversation with XXXX on XX/XX/2023 and did some investigating. She stated that my payment had been applied to someone else 's account. I asked her if it was at the fault of XXXX and she agreed. She stated she would have this payment reapplied to my account and would reverse the late fees incurred. She also stated to check my account online Friday XX/XX/23 as I should see the payment correctly applied to my account. 

I checked online and it wasn't there. On XX/XX/23 XXXX I checked my account online and it still wasn't applied. I called Shellpoint and spoke with XXXX XXXX who was the team lead. He was curt and rude. He blamed XXXX XXXX for the payment not being applied correctly to my account. He stated he would have to get back with me after he listened to the phone call the day I made the XX/XX/2023 payment. I already felt discouraged and very depressed because of the runaround and no answers or solutions to this missing payment. I didn't trust he would get back with me as was the pattern shown by Shellpoint. he said it would be taken care of and corrected. He stated it would take 3-5 days. 

As a result of this, it has affected my credit score. I have never ever had a credit score in the 500 's. The longer Shellpoint Mortgage delays in posting my payment to show I'm current, the worse it is for m credit score. 

I am in desperate need of this payment being applied to my account as soon as possible. I have my XX/XX/2023 payment due soon and I can not trust Shellpoint Mortgage to apply it to my account. Please help me.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with monetary relief