Consumer complaint received 2020-06-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: SC

Complaint narrative:
To Whom It May Concern : I have attempted to rectify an issue with Shellpoint Mortgage where they inaccurately reported my mortgage payments for XXXX and XXXX to be late. 

After five months if contacting Shellpoint regarding the matter, my credit was updated to reflect no missed payments. 

However, Shellpoint failed to provide appropriate documentation to have a XXXX XXXX and XXXX XXXX to update my accounts to have my credit cards restored which was terminated or lowered due to the inaccurate report. 

I have filed a report with The CFPB nd XXXX  which got them to fix my credit, but that was half the battle. The second part s the appropriate documentation to submit to XXXX and XXXX XXXX to restore my outstanding credit. Please see attempts below to resolve with Shellpoint. 

Email to President XXXX XXXX and Compliance Manager XXXX XXXX XX/XX/XXXX : Good afternoon all, Under advisement from an attorney who advised me to allow more time for Shellpoint to respond with corrections from a simple mistake, but you guys have failed to do so. 

Before involving the legal system, I have been advised to take measured steps as required by law to resolve the issue with Shellpoint. 

I received a letter from Ms. XXXX on XX/XX/XXXX, that still placed the blame on me, stating that if this happens again, Shellpoint will not be willing to take the necessary steps to correct the issue ( AGAIN, I HAD NO CONTROL OR FAULT IN A CODE THAT WAS PLACED IN YOUR SYSTEM ), and it also indicated that my account was late for XXXX. Again, one if those issues where I have no control in when Shellpoint sets up bi-weekly payments. 

I am currently working with XXXX XXXX, Human Relations/Fair Housing XXXX County in filing a complaint against Shellpoint Mortgage for failing to correct such a simple error and destroying my credit. 

I am also contacting a local advocate, XXXX XXXX, and her advocacy group called, XXXX XXXX XXXX, and plan to submit my evidence to the local media to investigate if there are others who are getting the same treatment from Shellpoint as myself. 

If the report to the XXXX, CFPB, multiple phone calls and emails to Shellpoint and Mr. XXXX, report to fair housing, negative reviews on social media, and potential media coverage, I will have made my case to secure legal and punitive actions against XXXX XXXX and Shellpoint Mortgage. 

Please respond to this email in a timely and appropriate manner. I received an email from Ms. XXXX regarding this issue. In the email from Ms. XXXX dated XX/XX/XXXX, I rejected her findings in the letter, and she has failed to respond. 

Please see the attached letter from Ms. XXXX, and I will itemize below the changes to the letter that I requested. 

Ms. XXXX indicates the Following : " Please take note that our transaction records indicate that the payment was rejected due to an error code of Customer Advised Not Authorized '' and should same error occur, fees will not be waived, and credit reporting will not be adjusted. '' -I XXXXXXXX XXXX XXXX had no responsibility in the system being coded in that manner and I am requesting an investigation into how this happened. 

As of this correspondence, the account is past due XX/XX/XXXX for {$1000.00} -I XXXX XXXX is requesting that a new letter be drafted and this be removed as I indicated to Ms. XXXX that this is inaccurate information and requested that this be updated nor removed in a new letter. I feel that this was a smear still against the customer. I have to submit this information to XXXX XXXX and XXXX XXXX, which indicates that I am still delinquent in my responsibilities. Not sure if she is upset in correcting this issue or if she is upset for some other reason. Nonetheless, this was not necessary to be included in the letter. 

Ms. XXXX goes on to say : " Although we apologize for any inconvenience. New Rez has determined there have been no errors in the servicing of this loan. You have a right to request documentation supporting this determination ''. 

-I XXXX XXXX would like to request any evidence that supports that Shellpoint Mortgage did not error in servicing the loan. I would also like evidence that I contacted Shellpoint to unauthorize the payments. Please provide any written or verbal communication from me to Shellpoint making the request, and any verbal or written communication from the employee who made the changes. 

Kind regards, XXXX XXXX XXXX Communication from Ms. XXXX to me and my response below on XX/XX/XXXX. Ms. XXXX has failed to respond to my request. The attachment is what she sent me and has been attached to the complaint. 


Account Inquiry Response XXXX, XXXX to me 7 days agoDetails You have received 2 files. 
Use the secure links below to download. 


XXXX XXXX Regulatory Correspondence Specialist Compliance Homeowner Advocacy Shellpoint Mortgage Servicing ( P ) XXXX ( F ) XXXX XXXX Download Files Available until : XXXX XX/XX/XXXX Download File : XXXX ( XXXX  ) .pdf 210.88 KBytes, Download File : XXXX ( CFPB ) .pdf 211.38 KBytes, XXXX XXXX XXXX Hide details To : XXXX XXXX XXXX XXXX Date XXXX XX/XX/XXXX, XXXX XXXX  Ms. XXXX, XXXX have reviewed the response made by the business in reference to complaint ID XXXX, and have determined that this does not resolve my complaint. 

This letter still lays the blame on the customer in the accusation that I contacted Shellpoint Mortgage to unauthorized the payment. It further states that if this happens again that Shellpoint will not update credit or remove NSF fee.

This is beyond my control and I will not accept this as an appropriate resolution to this matter. Furthermore, when I submit this to letter to both XXXX and XXXX, it indicates that I have failed to pay my mortgage for XXXX on time and making my account appear to not be in good standing as it always has been. 

In order to resolve this issue please update the letter to not indicate fault of the customer, that my account is in good standing and not late because I don't control when Shellpoint Mortgage set up the biweekly plan. This letter should also indicate that Shellpoint Mortgage will indeed work with the customer to resolve this issue in a timely manner should this occur again.

Regards, XXXX XXXX

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation