Consumer complaint received 2024-11-14 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
My HELOC was sold to Shellpoint during my XXXX  XXXX bankruptcy. I have been making payments every month still. But the payments were hold in an " unapplied fund '' account while my bankruptcy was active. And on XX/XX/XXXX, the payments for XXXX, XXXX, XXXX were finally applied to my account balance. And the ending balance was {$31000.00}. 

And for the XXXX payment, I made an payment online from my shellpoint account portal. And this payment was withdrew from my XXXX XXXX checking account on XX/XX/XXXX with the following description : XX/XX/XXXX - Withdrawl from NEWREZ-SHELLPOINT WEBPMTS ( - {$1000.00} ). But then around XX/XX/XXXX I tried to make the payment for the XXXX due date ( XX/XX/XXXX ), I noticed my XX/XX/XXXX payment ( fund already taken out of my XXXX  account ) were never applied to my HELOC account balance. Shellpoint 's agent told me they never saw this payment in my payment history. So, I called XXXX  XXXX to reverse the XX/XX/XXXX payment on XX/XX/XXXX. This is how it's displayed in the bank statement XX/XX/XXXX - Withdrawal from NEWREZ-SHELLPOINT WEB PMTS Reversal Effective XX/XX/XXXX. I then call the bank and made the payment with the help of their agent and it's posted on my bank on XX/XX/XXXX. It's display as the following on my bank statement : XX/XX/XXXX - withdrawal from NEWREZ-SHELLPOINT ACH PMT ( - {$1000.00} ). So, I thought this will cover my XXXX payment and for sure my HELOC balance should be now lower. So, around XX/XX/XXXX, I logged on to my account and found that the XX/XX/XXXX payment were never received and my balance has grown because they said since I had reversed the XX/XX/XXXX payment. So, I filed a complaint to correct the accounting error. And made the XXXX payment on the phone with the help of an agent. This was posted on my checking account on XX/XX/XXXX. It was displayed as this on my bank statement : XX/XX/XXXX - Withdrawal from NEWREZ-SHELLPOINT ACH PMT ( - {$1000.00} ). Then around XX/XX/XXXX, I called the agent to see if the accounting error with the wrong balance has been resolved. They said still pending. And They did not see my XX/XX/XXXX payment, nor the XX/XX/XXXX payment. So, that's when I said that's it. this is getting too crazy. I am going to have my bank reverse those two payments since you said you never received them, yet the funds were already withdrawn from my checking account. So, I called XXXX XXXX to reverse the payments for XX/XX/XXXX and the XX/XX/XXXX. They appeared on the statement as follows : XX/XX/XXXX - Withdraw from NEWREZ-SHELLPOINT ACH PMT REVERSAL Effective : XX/XX/XXXX. 
XX/XX/XXXX - Withdraw from NEWREZ-SHELLPOINT ACH PMT REVERSAL Effective : XX/XX/XXXX. And then now they said although they can't see the payment that has been withdrawn from my account ( taken out of my checking account ), but they can see payments that have been reversed. So, now they are saying I still owe them for the XXXX payment as well. ( because I reversed the payment that they never received ). I provided them with my bank statement showing them that I have made three payments to them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. And I have reversed these three payments on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX So, that should prove that my balance should stay the same {$31000.00} as of XX/XX/XXXX when the XXXX, XXXX, XXXX payments were applied. And I only owe XXXX, XXXX and XXXX payments. I have filed support tickets and have provided the my bank statement to prove that. But I never gotten any confirmation or follow up. And when I called again today and the agent said no they don't go by my bank statement. They go by their accounting system. And that I still owe them {$32000.00}. And I still owe them XXXX, XXXX, XXXX And XXXX payments. 

This is insane. Please investigate this shady company please. I am at wits end. We need help proving that they did received my payments. And that the reversals were merely reversing the payments that have been withdrawn from my checking account that they claim they have never received. XXXX  XXXX claim department said they have successfully reversed the three payments and there is nothing else they can do. Please help! 

XX/XX/XXXX - Debit Card Purchase - XXXX  SHELLPOINT XXXX XXXX ( {$1000.00} ) XX/XX/XXXX - Debit Card Purchase - XXXX  SHELLPOINT XXXX XXXX XXXX XXXX - ( {$1000.00} ) XX/XX/XXXX - Withdrawal from NEWREZ-SHELLPOINT ACH PMT ( - {$1000.00} ) XX/XX/XXXX - Withdrawl from NEWREZ-SHELLPOINT WEBPMTS ( - {$1000.00} ) XX/XX/XXXX - Withdrawal from NEWREZ-SHELLPOINT WEB PMTS Reversal Effective XX/XX/XXXX XX/XX/XXXX - withdrawal from NEWREZ-SHELLPOINT ACH PMT ( - {$1000.00} ) XX/XX/XXXX - Withdrawal from NEWREZ-SHELLPOINT ACH PMT ( - {$1000.00} ) XX/XX/XXXX - Withdraw from NEWREZ-SHELLPOINT ACH PMT REVERSAL Effective : XX/XX/XXXX XX/XX/XXXX - Withdraw from NEWREZ-SHELLPOINT ACH PMT REVERSAL Effective : XX/XX/XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation