Consumer complaint received 2024-10-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
******Firstly your app only allowed me to enter XXXX loan number however I am addressing XXXX separate accounts here that are experiencing the same issue of my payments unaccounted for and you asked that I do not enter any account numbers in the body of my complaint please contact me for the second account numberXXXX Due to some hardship which and to insure I was able to manage the monthly payments on the XXXX accounts being serviced I broke my payments up into XXXX weekly payments The first accounts monthly amount of {$2300.00} for XX/XX/XXXX was being paid a bit late but indeed paid to include any late fees. These payments were sent electronically via my XXXX XXXX banking bill pay. 
XX/XX/XXXX {$600.00} successfully received and applied as unapplied payment. 
XX/XX/XXXX {$600.00} successfully received and applied as unapplied payment. 
XX/XX/XXXX {$600.00} PAYMENT IN QUESTION THAT WAS NOT APPIED ANYWHERE AND WHEN CHALLENGED THE SERVICER CLAIMS THEY HAVE NO RECORD OF RECEIVING IT ALTHOUGH XXXX XXXX PRESENTED ME WITH THE EVIDENCE THAT THEY RECEIVED IT AND THIS EVIDENCE WAS SUBMITTED TO SHELLPOINT BY ME UPON OPENING THE CLAIM ON XX/XX/XXXX. 
XX/XX/XXXX assuming that the {$600.00} missing payment of XXXX be located and applied on this day while on the phone opening said claim re the missing payment I proceeded to complete the mortgage payment for {$550.00} conf # XXXX however more problems began to persist when XXXX. Until this day the payment was never drafted from my checking account yet it shows as a credit on this account. 

Then Second mortgage account in question has a monthly amount due of {$2500.00} XX/XX/XXXX {$630.00} pd and successfully applied as unapplied payment. 
XX/XX/XXXX {$630.00} pd and successfully applied as unapplied payment. 
XX/XX/XXXX {$630.00} pd. THIS PAYMENT ALSO IN QUESTION THAT WAS NOT APPLIED ANYWHERE AND WHEN CHALLENGED THE SERVICER CLAIMS THEY HAVE NO RECORD OF RECEIVING IT ALTHOUGH XXXX XXXX PRESENTED ME WITH THE EVIDENCE THAT THEY RECEIVED IT AND THIS EVIDENCE WAS SUBMITTED TO SHELLPOINT BY ME UPON OPENING THE CLAIM ON XX/XX/XXXX XX/XX/XXXX assuming that the XX/XX/XXXX missing payment of {$630.00} would be located and applied on this day while on the phone opening said claim re the missing payment I proceeded to complete the mortgage payment for {$630.00} conf # XXXX however more problems began to persist when this payment was applied to an entirely different account ( my other account ) now leaving this account short even when the missing payment is finally located standing to harm my good name. 

After recognizing this added error on the online portal I immediately contacted the servicer again on XX/XX/XXXX alerting them of this newest error and was assured that the {$630.00} misplacement into the wrong account would be resolved together along with their attempts to investigate the above XXXX missing payments of XX/XX/XXXX however as of yet there have been no changes or updates of any kind and my accounts show the XXXX mortgages both unpaid.

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