Consumer complaint received 2025-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
XX/XX/XXXX - My mortgage payment was due before the last day of the month of XXXX. 

XX/XX/XXXX - I placed multiple calls to make the payment via the automated phone payment system. SHELLPOINT 's own automated system said it had closed early ( not per its normal times ), its system was scheduled for maintenance and thus was unavailable for payments until XX/XX/XXXX. 

- Also on this day, I went online to attempt to make the payment that way. However, AGAIN SHELLPOINT 's own website did not allow me to access my account information as I was unable to login and not able to make the payment. 

TO REITERATE, THE PAYMENT WAS NOT MADE ON THIS DAY ( THE LAST DAY OF XX/XX/XXXX ) BECAUSE SHELLPOINT 'S OWN SYSTEMS ( THAT SUPPOSEDLY PROVIDE YOU 24/7 ACCESS TO YOUR ACCOUNT ) WERE UNAVAILABLE. 

XX/XX/XXXX - I placed multiple calls again and was only able to hear a message that said their phone payment system was not available. I again went online and was not able to login again. 

XX/XX/XXXX - I attempted again to make the payment and was finally ALLOWED TO MAKE THE PAYMENT PER SHELLPOINT 's SYSTEMS! 

XX/XX/XXXX - I saw that my XXXX Payment had been reported to the credit bureaus as a 30-day late payment. My credit score was significantly impacted! 

XX/XX/XXXX - I mailed written correspondence to SHELLPOINT via certificate of mailing, describing all of the above information and explaining that the payment was made on XX/XX/XXXX BECAUSE SHELLPOINT 's OWN SYSTEMS WERE UNAVAILABLE thus as a result of SHELLPOINT 'S inaccessible payment systems from XX/XX/XXXX - XX/XX/XXXX, my credit was adversely impacted. I requested that they understand that they were not allowing me to pay and not that I was unable to pay. I asked for the negative information sent to the credit bureaus be reconsidered and withdrawn given the circumstances. 

XX/XX/XXXX - I received correspondence from Shellpoint acknowledging their receipt of my letter/complaint. 

XX/XX/XXXX - I placed a call to inquire about the status of my letter/complaint. The representative advised me to check back on XX/XX/XXXX. 

XX/XX/XXXX - I placed another call to Shellpoint regarding the status of my complaint. The representative indicated that Shellpoint said they report 'correct and accurate information. ' Basically, that they were not going to do anything about my situation. I did not receive a copy of any correspondence from Shellpoint stating this in writing. 

My payment was " LATE '' because of no fault of mine, but rather due to Shellpoint 's own system unavailability. It is unconscionable that as a responsible borrower ready to make a full payment as required per the loan agreement, I am going to suffer the significant and adverse consequence of a major negative and long lasting ( 7 years ) mark on my credit history BECAUSE OF THE LENDER 'S UNAVAILABLE PAYMENT SYSTEMS. I am requesting that they IMMEDIATELY rectify this issue and withdraw or remove the negative report from the three credit bureaus regarding the payment submitted for XX/XX/XXXX. I am currently applying for a loan and this is negatively impacting my eligibility for that - this is unacceptable.

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