Consumer complaint received 2016-05-25 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
My new mortgage was sold to Shellpoint Mortgage Servicing on XXXX XXXX, 2016. The effective date of the transition of my payments from the prior, temporary mortgage company to Shellpoint was XXXX XXXX, 2016. On XXXX XXXX, 2016 I received a welcome letter from Shellpoint, indicating they were the my new mortgage servicing company and that I should make my monthly mortgage payments to them beginning XXXX XXXX. Included in the letter was my loan number and payment information. 

I proceeded to schedule an electronic payment through my bank to be delivered at Shellpoint on Monday, XXXX XXXX, 2016. The payment was received at Shellpoint on Monday, XXXX XXXX. On Tuesday, XXXX XXXX, I tried to log in to their website for the first time to view my account and make sure my XXXX payment posted. I could not register online because, according to the error message, my information did not match their records. I called Shellpoint on XXXX XXXX and after they confirmed my identity, they gave me a loan number which was very different from the loan number on my welcome letter. They told me the loan number I was trying to use was an inactive account. With the new loan number they gave me over the phone, I was able to log in, but while I had them on the phone, I asked about my XXXX payment. Of course it did not post to my account because I scheduled the payment to an inactive loan number. 

On XXXX XXXX, Shellpoint sent me an identical welcome letter to the one they sent me on XXXX XXXX. The only difference was the loan number. The loan number on the XXXX XXXX letter was the correct loan number - the same number they gave me over the phone and the one I was able to use to log into my account online. This letter was obviously useless to me, since I had already made my first payment on XXXX XXXX. And how stupid of them to send me a welcome letter on XXXX XXXX, five days after my first payment was due. Even more absurd is the letter they sent me on XXXX XXXX which included a payment coupon, with a payment due date of XXXX XXXX. Are these people really in the mortgage business? Is this a real company? I did an online search and apparently they are, but I 'm not convinced. 

I made numerous calls to Shellpoint after XXXX XXXX asking them to fix my account. Finally on Wednesday, XXXX XXXX, the representative spoke with a team leader. The outcome of that call was that they asked for proof of payment so they could locate my payment and post it to my account. I emailed the representative proof of payment from my bank. She told me they would correct the situation in XXXX to XXXX hours. I felt like I was finally making some progress. 

I waited until noon on Monday, XXXX XXXX ( 72 business hours after I gave them proof of payment ) and they had not corrected the problem. Today is Tuesday, XXXX XXXX and still my account is overdue. I need to mention that beginning on Tuesday, XXXX XXXX, Shellpoint has called my home every single day asking for payment. They call day and night, including Saturday and Sunday. They call these " courtesy calls, '' but in effect they are harassment. I owe them nothing, but because of their inability to manage mortgage accounts, I continue to be harassed and my account is still " overdue. ''

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation