Consumer complaint received 2020-06-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
This began back in XXXX when I attempted to change my payments to Shellpoint/NewRez mortgage company to split my payments to the XXXX and XXXX of the month instead of one lump sum on the first. I was given guidance by the representative to send a transfer to their XXXX XXXX XXXX account ending in XXXX on the XXXX and XXXX and make sure I send the payments electronically through my bank ( XXXX XXXX so that the payments reach the account before the XXXX. After the call, I began paying Shellpoint the way they requested I do for the split payments. In the beginning of XXXX I received a letter in the mail from Shellpoint stating they have not received my XXXX or XXXX payments. I called Shellpoint and spoke to them about it on XX/XX/XXXX and was told that the account number I was given to make payments to was for paying off the loan and not for making recurring payments. I was instructed to email my bank statement to prove that payment was sent. I emailed a copy of my bank statement and then began waiting for a response. After 5 days I did not receive a response so I called back. During that conversation I was told that the last representative did not start the " task ''. The new representative I was speaking to started the " task '' for me and then I began waiting again. Another week went by and I called them and found out that the status of the " task '' was pending and that it could take up to 30 days for a response. Meanwhile my credit report is now showing that I have not made a payment since XX/XX/2020. I asked about my credit report and was told that they will fix it once the " task '' is completed. Last week I received a letter saying that they could not find an error with my payments and that I still owed them money for XXXX and XXXX. I called XXXX and spoke to them about getting proof of payment. They gave me the trace numbers for the payments that were sent to Shellpoint 's account and XXXX was going to write up a dispute so I can get my payments back and send me proof that the payments were sent and returned to me through the dispute so I can prove to Shellpoint that the payments were made. I again emailed Shellpoint with the trace numbers given to me by XXXX as more proof of payment and received another email from Shellpoint stating that they can not find an error and that I still owe them XXXX and XXXX payments. As of right now I have received the money back from shellpoint but not from the dispute from XXXX. XXXX XXXX had refused to accept my payments and returned them to my bank, but has taken 60 days to do so. I called Shellpoint back and resent them the payments they said i owed them through a deferent process and they accepted the payments. the issue now is that they are not going to change my credit report because they say that the bank XXXX XXXX XXXX ) returned my payment and not them so it is still my fault even though i was instructed by their representative to send money to their account ending in XXXX. If they hadnt given me the routing and account number for their account, how would i have even used it? I know this is just opinion, but it sounds like they dont want to take responsibility for their wrong doing and continue getting more money from me in the way of late payments and keeping my credit score low so i can't refinance. 
In the attachement the payments made are {$1400.00} to their account. They dont specify that they were made to shellpoint because it doesnt allow me to do that when making the payments to just a an account number. But Shellpoint should have been able to just look up their account, or call XXXX fargo and figure out what happened. but they refuse to look into the issue and want me to provide all the proof without a doubt. If they dont look into it they will never fix my problem.

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