Consumer complaint received 2024-02-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
We set up re-occurring auto-pay with our mortgage company, New Res . It was working just fine. We even got a notice in XXXX, XXXX  that they received payment as they always had before on auto-pay. So, of course, we think there's no problem. Then, what seemed to us to be out of the blue, in the middle of XXXX, we get a bunch of delinquency notices demanding we pay for XXXX and XXXX. What?!? 

There are so many scams out there, at first I thought this was a scam. After all, we were on auto-pay. 

I immediately called the company, which was on XX/XX/XXXXXXXX  to see if it was legitimate and what happened. At first, they gave me an incorrect reason that we had NSF ( non-sufficient funds ). I knew this was false, and I could prove it. At first, the employee maintained their reason, because that was all they knew. They only knew what my account indicated to them. I asked to talk to someone else. The second person gave me a second reason : that my banking routing number had changed or my account had changed. That was the second inaccurate reason. I told them no, nothing has changed and that I could prove it, so we needed to get to the bottom of this!!! They could not help me, as they seemed in the dark. They kept maintaining it was our failure to pay. 

Finally, after much frustration, I talked to a third person who I think was a manager of some sort. He told me that in XXXX, the company changed their computer banking systems! I'm not sure if it meant they changed banks, computers, or software. But whatever they changed, it caused the AFT payments to be cancelled and they needed to be reestablished by us doing the work to reestablish the auto-pay. Okay, now I understand. Then, why were we given a false reason for this, and why were we not notified ahead of time that our auto-pay was to be cancelled? 

He did not really give me a reason, but said we were sent notices. Yes, we were sent notices AFTER we were considered delinquent, not before hand to avoid this problem. 

He said if we paid for the full 2 months right away, all late fees would be taken off. I paid the total ( minus the late fees ) of {$2500.00} that day. We had two late fees, one for XXXX, and one for XXXX. I have documentation showing when we were on auto-pay, that there was nothing on the document that indicated we were on auto-pay ( Document # XXXX ). I also have a document showing they received payment from us on XXXX, XXXX, even thought they did not, so this document is inaccurate ( see Document # XXXX ). I have a copy of one of the delinquency letters they sent from their loss mitigation department. On it I wrote notes from my phone conversation about their bank, not ours, being the one that changed ( see Document # XXXX ). Document # XXXX shows they are labeling this " delinquent, '' with late fees, and I write down our confirmation number showing we paid in full, minus the fees. Document # XXXX shows proof that New Res, as a company, gives incorrect reasons for things. They indicate AGAIN we had NSF to pay, for XXXX of XXXX  and that is why our auto-pay was cancelled this time. That was false. We cancelled the auto-pay because my husband won't trust a company 's auto-pay when it has caused us such problems and difficulty getting to the real reason, also causing wrong reporting on both of our credit reports. 

We discovered that one of the huge problems with the company not giving accurate reasons for things, is that when we call to get answers or resolve a problem, we have great difficulty finding employees who can help. Document # XXXX shows NewRes is still carrying over one of our late fees. I called a second time on this. I was VERY upset at this point, and I was not very nice to the lady I spoke to. I apologize. My complaint remains, however. I requested the second late fee to be taken off, the gal said she'd have to send it to her manager, and I'd find out on the next statement if it was taken off. I looked, and Document # XXXX shows it is still on our statement and being carried over. This, too, has dinged our credit reporting. 

Please keep attached documents between this government agency, law enforcement, and the parties involved. 

This is our SECOND MAJOR problem with this company. Our first one was, a few years ago, when they failed to send the bill to our property insurance company, and then when they did not receive payment, they cancelled this policy and started us on one of their choosing at their price. The MAJOR problem with this was that we had an active non-profit youth and horse ranch on our property, and we had gone to great lengths to secure the right insurance that covered our non-profit and equine related activities. I send documentation and functioned as the go-between, between our correct insurance company and this mortgage company on and off for a few months. I got the run around, and was sent to multiple different employees who did not follow through. One employee was no longer working there. Another one seemed to disappear. A third one mysteriously never received all the documentation I sent each time. After sending documentation over 4x, and New Res still not claiming they received it, I finally went to a lawyer. The lawyer explained that these companies often do this so they can give business to property insurance companies they use, getting commissions from them, and most people don't fight this. For us, this would have spelled disaster for our non-profit. Fortunately, New Res finally did the right thing literally the week before, and so the letter from our lawyer was never sent. New Res risked our entire summer youth mentorship program over this incident. 

Though this claim is not about our first fiasco with this company, it is why we can not let this injustice go, and we strongly urge and request New Res to completely reconcile our current issue.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief