Consumer complaint received 2024-10-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: PA

Complaint narrative:
On XX/XX/year>, I viewed my statement for my current mortgage payment. However, on the statement it reflected that I missed a payment. I contacted Shellpoint Mortgaging company the same day and spoke with a representative from their customer service. The representative informed me that I owed XX/XX/year> payment. I informed the representative that I already paid on XX/XX/year>, in the amount of {$280.00}. I also received an email confirmation of my confirmed payment. The representative then informed me that in order to resolve this matter, I must submit proof of payment by providing bank statements reflecting payment and letter. I provided the aforementioned in addition to my confirmation email via fax and regular mail to Shellpoint customer service as listed in request as well as contacted them again on XX/XX/year>, to verify that they have received my information. I also contacted my bank, XXXX, to verify and a bank agent let me know that there was a withdrawal in the amount of {$280.00} by Shellpoint and posted on XX/XX/year>. When I called on XX/XX/XXXX, Shellpoint representative informed that they refunded me however, it does not show in my bank statements. I contacted my bank again and inquired about this refund and they let me know that it does not show a refund was applied or posted to my account. I then contacted Shellpoint again regarding the status of my mortgage payment and a representative let me know that my account was in good standing and up to date. 

On XX/XX/year>, I went into my account to view my monthly statement, and I see that it is reflecting that there is a missed payment on my account. I contacted Shellpoint the very same day to inquire about the missing payment as I already paid XX/XX/year>, and received a payment confirmation email. The representative informed that they did not receive my payment and requested the same information as XX/XX/year> payment. I sent the letter along with evidence of payment to both fax and address listed on procedure form. I contacted them again to verify that the payment was received and a representative informed me that they will continue to investigate and will inform me in about XXXX weeks. I also checked my credit report to monitor, and Shellpoint listed a missed payment on my account, and this resulted in a decrease in my credit score. 

On XX/XX/year>, I received a letter from Shellpoint stating that I owe {$750.00} before XX/XX/year>, or they will foreclose my home. However, on XX/XX/year>, I made a payment in the amount of {$250.00} for XXXX statement. I also received confirmation email for this payment too. I contacted Shellpoint the same day and this is my third time contacting them regarding this matter. On the phone, a shell point representative informed that they will need evidence of payment. I sent Shellpoint evidence of my payment along with my bank statements. I am worried that this will be an on-going issue, and it has caused me and my family intense stress. I feel that I am being treated unfairly and Shellpoint has not made this process easy to resolve. I was provided contact information for their loan officer during this process ; however, the office does not answer and there are long wait times. I have offered to send an email over the phone of bank statements and each time, I am refused. I do not want to lose my home due to Shellpoint 's inability to resolve this matter and investigate thoroughly.

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