Consumer complaint received 2018-10-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: LA

Complaint narrative:
To whom it may concerned : As of late XXXX or early XX/XX/XXXX I was behind on my payments with my mortgage company which was XXXX at the time and was later transfer to Shellpoint Mortgage Servicing, before it was transfer I spoke to a representative getting my payments lowered because I had a decrease in my income well they had informed me of a loan modification program that they offered I had to send in personal information for this matter which I did, and at the time a representative told me don't make any payments until I hear back from them with a decision days, weeks, and months pass by and next I knew my account was transfer to Shellpoint Mortgage Servicing. A representative got in contact with me and was trying to resolve the issue about my account so I went over details what I had discuss with the other representative from XXXX about the modification application that I had filled out so he informed me that he could finish the process and I said okay, while going over the details and the dollar amount he also informed me that instead of me having 20 years left on my loan I would have 40 years of course I didn't want to go that route and I didn't. Still on the phone with the representative he also informed me on the repayment plan which the company offered he asked me what kind of down payment can I come up with and I told him {$1000.00} he she okay we came up with a date that I was able to make the down payment so on that date which I don't remember but I know it was XX/XX/XXXX maybe towards the end, when I called back i didn't talk with the same rep and now he's telling me that instead of the {$1000.00} I had to come up with {$1500.00} so at this time I became upset and had to calm down going back and forward wasn't going to make the situation no better so I was able to put the {$1500.00} down to get the process going and he also informed me that I didn't have to make a payment until XX/XX/XXXX and I had to make these payments for the next 12 months in the amount {$1000.00}, he also informed me that if I would have missed a payment that my repayment plan would be cancelled so I said okay well throughout the 12 months I continue to make my payments which they gave me until the last day of each month to make my payments so on my finally month before XX/XX/XXXX was over I spoked to different representative to make sure my account was going to be caught up 1 rep told me starting in the month of XX/XX/XXXX that my payment was going to be {$740.00} instead of {$600.00} because I was short on my escrow I said okay, spoke to another rep and she also informed me that the reason why my payment in XX/XX/XXXX was still at {$1000.00} is because they was going to get late charges caught up and my account would be back on track so I said okay, so I'm calling the company to make sure that my account is caught up no late charges or anything I went to pull up my account on there website and it's shows me different so I reach out to the person that was assigned to my account she informed me that she had to do some research so give her 2 to 5 business days to see what's going on with my account so when she did reach back out to me she told me that there system didn't calculate my payments correctly and that I was still a payment behind. I went on to tell her that's my fault because of the system error and one of the reps that I spoke to should have caught the mistake she later informed me that the only way they could have caught the mistake if and when my last payment was made which it was XX/XX/XXXX, we then spoke about a deferred payment to put the 2 payments to the back of my account, she had to then put in my request because I was asking about options to get this issue resolved. So I then contacted her today XX/XX/XXXX and she said that I was eligible for this because I wasn't 2 or 3 consecutive months behind another option was to get it caught up myself or go into another  repayment plan and I informed her that it was a struggle to pay {$1000.00} a month and I wasn't trying to do that again, I told her that it wasn't on me that they system had made a error and that I needed to dispute this matter a little further because I don't think I should be held accountable because there system made a error and I was just following the orders of there reps, so as of today XX/XX/XXXX I have not made a payment to them yet. Thanks In Advance

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