Consumer complaint received 2024-10-23 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
I closed on a HELOC in XXXXXXXX XXXX XXXX with XXXX XXXXXXXX XXXX. It was sold to Shellpoint Mortgage in XXXXXXXX XXXX XXXX. In their words, not mine, they acquired the loan as new software was being implemented to service these loans by Shellpoint and thousands of loans like mine have software errors regarding payments due that have already been made and credited incorrectly and there's nothing they can do until these issues are fixed from the beginning by the software department. 

As of XX/XX/year>, every payment made by me from XXXX through XXXX has been credited incorrectly. The loan balance is incorrect, the interest due and payment due are both incorrect, and now my loan not only hasn't been corrected after countless hours of phone calls and open tickets that have timed out on their end with no resolution, I have now received an official notice that my loan has been suspended for being delinquent, which it isn't, it is being reported to the Credit Bureau as delinquent as of XX/XX/XXXX, and a check that I deposited on XX/XX/XXXX against that loan has been rejected and the money will be withdrawn from my checking account as dishonored because of this so called delinquency. 

I asked to speak to a XXXX this evening ( XX/XX/year> ) and I was told they could do nothing to help me, no matter who I talked to, until the loan was corrected from the beginning and they had no idea when that would happen. I asked that the delinquency be removed and the check I deposited be honored and they said they couldn't do that because they had no authority to do anything more than open a ticket to have the error corrected. 

I have been told this exact same thing every time I've called since XXXX. There's nothing they can do at the customer service level, and the supervisor level. Now that the loan has been suspended and it is being reported as late, I am getting into trouble for no reason and there doesn't seem to be anything else I can do to fix this, which is why I'm filing a complaint. Shellpoint Mortgage shouldn't be allowed to knowingly ruin someone's credit because they took on the servicing of a loan when they have no idea how to manage their files. 

They openly admit there is a company wide issue, they know they are reporting and suspending these loans as delinquent when they can clearly see that the payments are there, just not posted correctly. Then they tell you their hands are tied and there's nothing that can be done. I would be very surprised if this XXXX hasn't received many complaints about this same issue from other people who's loans have been sold to Shellpoint. Something must be done to stop this! 

I spent about 2 hours on the phone this evening with two different managers and I was given this Federal Agency 's name by their actual manager to file a complaint because there is nothing they can do to help me, to reverse this delinquency, to stop the check I wrote from being returned and they don't know when the problem will be resolved! I have never done business with a company that can't reverse their own errors and certainly not for nearly 6 months! I need help! They are going to hurt my credit and there's no end in sight!

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