Consumer complaint received 2024-09-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: PA

Complaint narrative:
XXXX ( XXXX ) acquired servicing of existing loan around XXXX of XXXX. My automatic debit payment that I had previously setup to withdraw full amount due also transferred and was told I did not need to update anything. Then, in XXXX of XXXX, there was an NSF on the attempted withdraw. I was not notified of this and fees were imposed. When I looked at scheduled payment for XXXX, it said full amount ( XXXX months payment and fees ) was scheduled to be automatically deducted XX/XX/XXXX. This made sense as I had set up for full amount of payment due to be paid and I had more than sufficient funds in my account on that date ( bank statements also reflect this ). Nonetheless, they only withdrew the XXXX amount without the fees. Once again, I was not contacted - despite my settings requesting email, phone, and text notifications around status of mortgage loan make my payment on XX/XX/XXXX, which again, was automatic and should be for full amount due and then, that night, I get an alert on XX/XX/XXXX that XXXX reported me as delinquent due to the XXXX late fee. I received a call from XXXX on Monday, XX/XX/XXXX- the first time they even reached out. 
On this XX/XX/XXXX call, I expressed a number of concerns : ( XXXX ) that it is my understanding that their actions were not permissible under current regulations i.e. floating the late fee so as to maintain delinquency status ( the late fee should have been taken at the top of the next payment in XXXX ( and then again in XXXX ), which it wasnt either time and would have also alerted me to the fact something was wrong and would have then moved delinquency back to XXXX  days ) ; ( XXXX ) that I should not have been reported to credit bureaus on Friday, XX/XX/XXXX due to payment timing and check settling it XXXX still be attributed to that day ) ; and ( XXXX ) Given the amount of equity I have in the home, this also feels like a purposeful approach. 
On this same XX/XX/XXXX call, in response to my concerns, I was advised BY THE XXXX XXXX XXXX  that ( XXXX ) nothing should have been reported to the bureau on the XXXX pursuant to their policy, ( XXXX ) they do not know or provide any reasoning as to why I was not contacted in XXXX when the initial issue occurred, ( XXXX ) I was advised the late fee from XXXX is what triggered the report though they could not explain why ( i ) neither the XXXX late fee nor full XXXX and XXXX monthly amounts were not pulled in XXXX w/ my automatic payment, which my account had more than enough for both and was set to pay full amount owed or ( ii ) neither the XXXX late fee nor full XXXX and XXXX monthly amounts were not pulled in XXXX w/ my automatic payment, which my account had more than enough for both and was set to pay full amount owed; and ( XXXX ) they advised the issue would be raised and addressed and the reporting should be reversed. I trusted them. I made full payment of XXXX late fee and XXXX mortgage payment ( clearly establishing sufficient funds in my account to have paid in accordance with my settings ). Everything was XXXX XXXX current and paid to date. I was advised at this time that my issues were valid and would be internally raised as a complaint and would be addressed immediately. I even received follow-up emails asking about my experience so I assumed it was handled as discussed. 
I was advised that this was going to be remedied and believed that it had been but it absolutely was not. I recently applied for a HELOC to consolidate debt and make additional XXXX. I was advised by the lender I had applied with that I was not approved for the amount that I wanted and that I received a higher rate for the lower amount due to my credit report. Specifically, my credit report was severely impacted by the delinquencies improperly reported by XXXX that I thought had been resolved, was told would be resolved, and yet that they had not removed. Sure enough, when looking at my credit report I see the delinquencies improperly reported by SHELLPOINT ( which is also confusing as I pay XXXX ). This delinquency is the only one I have on my credit report, which I take a lot of personal pride. This has caused direct and significant financial stress and put me and my family in a very tough position as we were relying on the XXXX money to pay down revolving credit that exploded with the rising rates and inflation of the last couple years. This needs to be remedied immediately. I will also be putting in a corresponding challenge across all credit bureaus. I expect XXXX XXXX XXXX this expeditiously and, ideally, figure out a way to make me whole.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation