Consumer complaint received 2020-07-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: PA

Complaint narrative:
Regarding : Shellpoint Mortgage Servicing ; XXXX, SC On XX/XX/2020 I made a partial payment online towards our XXXX mortgage in the amount of {$410.00}. I have a confirmation number for that amount and a receipt for it. On XX/XX/2020 Shellpoint Mortgage withdrew and UNAUTORIZED AMOUNT of {$1300.00} from my checking account which caused overdrafts of NINE transactions resulting in overdraft fees totaling {$250.00}.

I immediatley contacted the bank to which I was told to contact the mortgage company directly, which I did. The customer service agent seemed concerned and remorseful and told me that she was putting in a request for the return of the {$1300.00} and would take 3-5 business days, a request for the overdraft fees to be paid to us for {$250.00}, and investigation as to why this happened when it clearly said {$410.00}, and a request for a supervisor to contact me within 48hours.

Well the only thing that did happen was I received the refund of the {$1300.00} 3 weeks later. I have been fighting every week to have the overdraft fees they caused to refunded to us to no avail. There have been over 9 phone calls and 6 emails and I have only received ONE return call from someone self proclaiming to be our assigned Point of Contact 's supervisor and 2 emails back from I don't really know who -- I emailed our POC XXXX XXXX, who doesn't bother to reply or answer his phone, or return voicemails. Mr. XXXX XXXX claimed to be XXXX XXXX 's supervisor -- I spoke with him on Thursday XX/XX/XXXX ( 21 days I've waited for someone to contact me about this nightmare ... .21 days ). His words to me were " let me work on getting you your money back '' and he REFUSED to give me his direct number, email or any other contact information. 

The initial call I was told the overdraft fees would be returned to me. 
2nd call I had to make on XX/XX/XXXX I was told I had to provide proof the overdraft happened and that fee 's were incurred. I sent over the bank statement showing Shellpoint ILLEGALLY withdrew {$1300.00} and the ledger balance being negative {$110.00}, followed by all of the negative transactions in the ledger balance column and the banks overdraft fees on XX/XX/XXXX {$36.00} and XX/XX/XXXX {$210.00}. ( for security XXXX redacted names and amounts of the vendors that were paid, but left unaltered the ledger balance column 3rd call XX/XX/XXXX I call again and am told that they wanted " proof that my account was not negative to begin with ''. 
( well if the withdrawal of {$1300.00} only resulted in a negative balance of {$110.00} then that means my beginning balance was {$1100.00} but for some reason they wanted more. So I sent the balance before their ILLEGAL withdrawal of {$1300.00}, showing it was a positive balance of {$1100.00} unredacted, along with the unauthorized withdrawal and bank NSF fees. 

I receive an email telling me that they wanted proof of " both withdrawals '' being taken out -- I have NO idea what they are saying so I call again. I can't speak with a supervisor, our Assigned Point of Contact, the self proclaimed supervisor of our Assigned Point of Contact, the payments department that handles this refund or anyone else except the customer service representative that I was speaking with that was only reading notes. So, I emailed our Assigned Point of Contact, XXXX XXXX. I received an email response from XXXX XXXX saying, " as we discussed give my department time to work on this '' -- which did NOT address the issue I emailed about this new email that very day. I call again and request a return call from a supervisor, which is supposed to be done within 24 hours, or so I was told. 

Today, XX/XX/XXXX, I receive an email from someone, I have no idea who, the return email address is from XXXX XXXX, but as I said, I've emailed him at that address and have had XXXX XXXX reply instead, so really it seems like an open email to whoever. 

The email is now telling me yet again, to send the bank statement " completely unaltered ''. It's just been one thing after another after another with them. They are coming up with excuses to not do what they are supposed to do, as promised, for whatever reason. Maybe they think I will give up and they won't have to pay, I have no idea. 

I questioned XXXX XXXX about what his investigation department found was the reason for such an error, and I was brushed off completely. Every time I call I ask why this happened and NO ONE answers To date : I have called on XX/XX/XXXX with XXXX XXXX, XX/XX/XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XX/XX/XXXX XXXX, XX/XX/XXXX XXXX XXXX To date : NO Refund of our overdraft fee 's. We have since closed that account that they have tampered with and STOLE that money from. But we have yet to have any refund of the overdraft fee 's. 

Where is the accountability?? WHY and HOW is a mortgage company ALLOWED to STEAL an amount from our account that is greater than authorized?? HOW and WHY are they allowed to cause such financial hardship and they play these ridiciulous and unnecessary GAMES instead of just refunding the overdraft fee 's they caused??? Why aren't they accountable??? IF I stole that money from anyone 's account I would surely be arrested and put in jail, but a big mortgage company get 's a way with it??? During the worst financial and health crisis our country has ever seen, while we are already struggling to keep a roof over our heads, our electricity on and food on our table, we are further victimized by our very own mortgage company causing us further undo financial duress. WHO PROTECTS US???? We just want our fee 's returned. That's is all. Nothing more and nothing less. It's the least they can do after what they've done. Lesson learned. We will NEVER pay a single entity online, or in the mail, with our private banking accounts. Not ever.

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