Consumer complaint received 2020-06-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: CO

Complaint narrative:
Shellpoint received my loan in XX/XX/XXXX. I wanted to make bi-weekly payments and asked to be signed up to their program. I signed up but their withdrawal calendar did not align with my pay periods and they suggested I make the bi-weekly payments manually. I paid 2 mortgage payment in XX/XX/XXXX and thus began making bi-weekly payments. These payments were unknowingly being applied to principal prompting me to call them every single month to have the payments applied correctly. My account is a complete mess and can not be followed as to what this company has been doing with my payments. I have a complete record of every time I have called this company asking for information, requesting my payments be applied correctly and making sure my account is in good standing. I was assured my account was in good standing. On XX/XX/XXXX, I received a notification that Shellpoint had reported me to the credit bureaus as 30 days late for my XXXX payment. I have bank records to prove my full XXXX payment was made on XX/XX/XXXX - I have proof I was never late with my mortgage payment yet because their accounting is so unorganized, they applied this payment to principal balance and never to my actual monthly payment. Only AFTER I called to complain on XX/XX/XXXX, did they apply the payments correctly ... AFTER the damage was already done to my credit. Since XX/XX/XXXX, I have been in a monumental fight with Shellpoint for them to retract the negative information they incorrectly reported to the bureaus so I can have my credit score restored. Shellpoint has done nothing to fix THEIR mistake since I called on XX/XX/XXXX. 

XX/XX/XXXX spoke to XXXX XXXX who assured me she would correct my payments and that I was not reported to the bureaus. 
XX/XX/XXXX received notification from the bureaus that I had in fact been reported as 30 days late XX/XX/XXXX spoke to XXXX, XXXX AND a manager called Ms. XXXX about this issue who assured me I was not late and that Ms. XXXX would send a letter out to the bureaus to have this misinformation corrected. 
XX/XX/XXXX Spoke to XXXX XXXX who assured me the letter had gone out XX/XX/XXXX Spoke to XXXX XXXX, a manager, who told me no such letter had ever gone out and that I would need to either dispute the information or send a copy of my credit report to her to prove that there was a late payment reported so Shellpoint could conduct an investigation. 
XX/XX/XXXX spoke to XXXX XXXX who told me monthly statements for my account were being sent out and latest one was XX/XX/XXXX. I have never received a monthly statement from Shellpoint and have since reported this to USPS and they are conducting a full investigation. 
XX/XX/XXXX spoke to Manager XXXX XXXX who assured me he has escalated this issue to upper management because my account is a complete `` mess '' and he said I should receive a call back within a couple of days. No call ever came. 
XX/XX/XXXX spoke to XXXX XXXX XXXX who then transferred me back to XXXX XXXX who again, assured me he had escalated the issue and I will be receiving a call back. no call ever came. 
XX/XX/XXXX spoke to XXXX XXXX who told me for Shellpoint to do anything with this complaint, I need to send proof that they have reported me 30 days late on my credit report. I sent that proof to her. 
XX/XX/XXXX spoke to XXXX XXXX who then transferred me to another manager called XXXX XXXX who then assured me she has `` escalated '' the issue and it should be resolved today and she would give me a call regardless.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation