Consumer complaint received 2023-01-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
This is the email I sent to higher up no response Good evening, We are a current client with your company. Originally we were a part of XXXX XXXX  before your company had merged. This past XXXX of XXXX, we were notified that you are our new service provider. We are a part of the hardship program due to fraudulent activities on our former checking account that caused us to go through a hardship. 

When I called your company the week of XXXX I believe it was XXXX or XXXX of XXXX. I spoke to an agent because I was confused about the program and how it worked. Since it was the last week of XXXX, my husband got paid on XX/XX/XXXX. I asked the representative if I can make XXXX 's payment on XX/XX/XXXX and XXXX 's payment on the XXXX and she said yes and had set up the payment arrangements. ( Everything should be on your recorded phone log ) The day after XXXX we got notification from our bank stating If this was our transaction ( your company ) it was, but it wasn't authorized. Meaning that we told our bank that we authorized the payment on the XXXX and XXXX as agreed on a recorded line. So the bank marked it as a merchant error until further. I finally got a hold of a manager that day. I don't recall her name but she explained to me how the program worked and the representative should not had set up XXXX 's payment on XX/XX/XXXX. She explained to me if I keep XXXX 's payment as is then we will stay in the trial program that we were given. If not then we would have to regroup and figure a new solution for us. So she did not reverse the charge back. I quickly called my bank and I told them the situation I left it as is. For some reason the system marked that the bank did a reversed charge. I sent over the statement to loss ligitigan showing that the payment came out of my account. My husband and I called back on the XXXX of XXXX to make a payment arrangement since the manager had canceled the XXXX because of the payment coming out on the week of the XXXX for XXXX monthly payment. it's showing reversal we could not make a payment of the month of XXXX until a manager reset the program for us. We had called XXXX times. every representative had stated they have seen us call multiple times to get the payment arrangement. We just had to hang tight. I spoke to so many people that promise they will call me the next day or right after the holidays and not XXXX representative has done that. I finally spoke with a gentleman today. He told me that they need to see an actual hard copy from my bank of XXXX statement. No problem. I called my bank which is XXXX XXXX. Keep in mind as you probably know they don't have branches, at least not near us. Everything is done online. They said it will take up to XXXX XXXX XXXX days for them to send the XXXX statement. Once again. That's going to push us back a lot further than what we are right now. All we want to do is make XXXX 's payment and now upcoming month for XXXX. Can we just please figure out how we can just move forward with XXXX 's payment and so we can make these other XXXX payments so we don't get behind again. It has been an absolute horror. I even called XXXX XXXX  to see if there is another way to get these payments but they said unfortunately because they merged you they can't. I have XXXX kids, a XXXXyear-old with special needs in the XXXXmonth-old. I can show you proof that we got screwed from our former bank that put us in this hardship and we finally move forward with another bank. We couldn't afford an attorney to help us with the situation. they all told us it was not worth the retainer plus other fees. I was told by multiple agents before this gentleman called me about your company was just going to reset the program. I don't want to be behind any further than we are. Can we figure out a solution if I can just send you a clean copy of our bank statement and then once the bank sends me the hard copy send that to via fax? 

I have to go up higher to you because it seems like I'm not going anywhere with representatives. 

I apologize for the long email. My husband and I just want to just get our payments done and move forward from this nightmare. 

If you have any questions you can respond to this email or contact me XXXX. 

Sincerely, XXXX XXXX

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