Consumer complaint received 2020-06-08 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: LA

Complaint narrative:
Shellpoint Mortgage Servicing acquired my loan from XXXX in XXXX of XXXX. Previously I have continuously had problems with XXXX when they changed software systems in XXXX of XXXX and notified all clients that the insurance payments now needed to be made separately. The letter they provided me with the new account number for the insurance payments was wrong and I did not find out for a month, but when I did I sent in 2 payments to account for the messed up payment in XXXX and the one due for XXXX. XXXX insurance payment was sent on XX/XX/XXXX in the amount of XXXX and XXXX insurance was sent on XX/XX/XXXX in the amount of XXXX. The total payments made to XXXX for the mortgate for the month of XXXX as XXXX. It was sent in 3 payments, XX/XX/XXXX ( {$250.00} ), XX/XX/XXXX XXXX XXXX ) and XX/XX/XXXX ( XXXX ). Normally there are only 2 payments made each month but with the issues ongoing with XXXX transferring systems and changing over insurance payments, I was unclear as the the exact amount that needed to be paid. But I called them on XX/XX/XXXX to try and fix all the issues. The other problem with them moving to the new system was that suddenly my due date for my loan was the XXXX of each month, even though my statements showed that it was due the XXXX of each month the same as it has been since the inception of the loan in XXXX. This problem was not brought up until Shellpoint took over the loan and was talking about my payment history. The due dates on the statements from Shellpoint also say the XXXX of each month and I did call on XX/XX/XXXX when we were given notification by XXXX that this company was taking over. I asked them for my new account number and also asked them if there would be any changes. They said no everything would stay the same, the due date and the payment amounts. Yet when I received the first statement from Shellpoint in XXXX of XXXX, the statement claimed that the payment I made on XX/XX/XXXX was for payment for XXXX, however they received their payment for XXXX on the XXXX. I called them to find out what the problem was and they claimed that XXXX said they used my XXXX of XXXX payment to pay for my insurance. My insurance payment is only in the amount of {$160.00} so that did not account for a full month nonpayment of {$320.00} as Shellpoint is claiming. It also did not account for the fact that I did make a payment in XXXX of XXXX. It also did not account for the fact that I made 3 payments to XXXX in XXXX and told them they were not to use it to apply to the principal but it was to go to my regular payment instead. XXXX apparently did not do that. I had my bank fax over my payment history for the last 2 years to XXXX. This was done on XX/XX/XXXX. I called Shellpoint earlier on the XXXX of XXXX and talked to XXXX. He said I had to send a dispute letter to their loan servicing department. I did so at XXXX that day. I called again on Monday XX/XX/XXXX and talked to XXXX but was told nothing came through. So I sent another email. I called again on the XXXX and was told that the fax had not reached them, even though we had confirmation from the bank. So I uploaded the payment history and sent yet another email. I was told it would take 10 business days for the investigation to occur. On the XXXX of XX/XX/XXXX, I received 2 certified letters from Shellpoint, the first was the payment history from XXXX and the second was a short letter stating they got my payment in XXXX but that it applied to my XXXX payment due. The payment history from XXXX contains various errors which I uploaded back to Shellpoint along with evidence to show those errors. The errors included, the due date changing in THEIR system to the XXXX of each month ( this was only in their system, they gave no notice to the clients and the statements do not reflect that either ), the payment history starts only in XXXX of XXXX and yet shows a notation that a payment was made in XXXX and then changes later to claim that XXXX payment was for XXXX. The history also does not show any payments made to the insurance company, nor does it state that the XX/XX/XXXX payment went towards the insurance payment. I did submit the paperwork showing the letters from XXXX with the wrong account numbers for the insurance as well as the payment history for the insurance. It also does not show that a 3rd payment was made in XXXX of XXXX and yet my bank information clearly shows this. What it does show is that payments were made each and every month and before the due date of the XXXX. I had to make 2 partial payments each month and it was supposed to sit in the suspense account until the full payment was reached. Several times the full payment was not reached and yet XXXX would apply it to my principal. I would call the company many times and have to have them reverse this. I would ask over and over, why would you apply a payment to the principal when I did not authorize it? When we were given the letter from XXXX in XXXX of XXXX that Shellpoint would be taking over, I called them on XX/XX/XXXX to make sure that my account was up to date, they assured me that it was. Then suddenly I am supposedly behind a payment. I have sent over 20+ emails and submitted all the evidence to show I can not possibly be behind and yet I have not been contacted by anyone in the loan servicing department. It has been over 10 business days for this to have been resolved and yet it has not. The customer service department as said repeatedly it is the loan servicing department that handles this and yet even they say they can only reach them by email. I find this abhorrent. Shellpoint claims I missed a payment with XXXX but as I rightly pointed out that if that was so then why would not one of my 3 credit reports reflect that, especially as this supposed missed payment occurred last year. I am tired of this company not answering me especially since it is easy to fix as I submitted proof of payments for 2 years. As I keep telling this company it is not my fault XXXX messed up their system.

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