Consumer complaint received 2021-05-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NC

Complaint narrative:
I received this email on XX/XX/2021 : Hello XXXX XXXX, Thank you for your continued business with Shellpoint Servicing. From time to time, we review accounts to help our customers keep their loans up to date. 

As of XX/XX/2021, the referenced loan number XXXX has accumulated a late fee balance of {$22.00}, and {$35.00} in Non-Sufficient fund fees. A total of {$57.00} in outstanding fees. 

If {$550.00} is paid by XX/XX/2021 ( extended from XX/XX/XXXX ), we will waive the remaining amount to resolve this fee balance. To take advantage of this discount, please contact us at XXXX to pay over the phone or remit payment for the fees to the following address : Shellpoint Servicing XXXX XXXX XXXX XXXX, SC XXXX If sending by mail, please write your loan number on your payment. 

We thank you for your prompt attention in this matter. If you have already sent a payment towards the outstanding fees, please disregard this message, and accept our gratitude. 

I called Shellpoint to verify what this email meant and was told after speaking to 2 supervisors the amount was correct. The first supervisor said I could go online and enter the XXXX amount to be paid but I was unable as my regular amount of {$1200.00} was there and grayed out so I called back and another supervisor entered the amount to be paid on XX/XX/2021. When I checked today I saw Shellpoint added the remainder to equal the regular payment. Now I have paid {$550.00} and they added the other remaining amount for {$1200.00}. Now after speaking to them today the decided they made a mistake and said I should have paid {$73.00}. Then I got this email on XX/XX/2021. but I had already setup the XXXX the day before. 

Hello XXXX XXXX, Thank you for your continued business with Shellpoint Servicing. From time to time, we review accounts to help our customers keep their loans up to date. 

As of XX/XX/2021, the referenced loan number XXXX has accumulated a late fee balance of {$22.00}, and {$70.00} in Non-Sufficient fund fees. A total of {$92.00} in outstanding fees. 

If {$73.00} is paid by XX/XX/2021 ( extended from XX/XX/XXXX ), we will waive the remaining amount to resolve this fee balance. To take advantage of this discount, please contact us at XXXX to pay over the phone or remit payment for the fees to the following address : Shellpoint Servicing XXXX XXXX XXXX XXXX, SC XXXX If sending by mail, please write your loan number on your payment. 

We thank you for your prompt attention in this matter. If you have already sent a payment towards the outstanding fees, please disregard this message, and accept our gratitude. 

I told them they made the mistake which they admitted so now they are refunding me {$470.00} from the {$550.00} minus {$73.00}, now I owe the full $ XXXX- XXXX but basically I owe the full {$1200.00} after being told all I needed to pay was {$550.00}. I now dont have the money except for the {$470.00} they are refunding me and said they will also show a late fee and report to credit bureaus. I WANT TO PAY WHAT THE EMAIL SAYS OF {$550.00} just as the email says. As I stated I spoke to 2 supervisors to confirm it. Thats the only way {$550.00} could have been entered and scheduled. I now dont have all the funds to pay mortgage since they gave me completely erroneous information and after making other bill payments. If I make an error I pay for it so should Shellpoint mortgage!

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