Consumer complaint received 2019-01-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
On XX/XX/XXXX I made my XXXX mortgage payment of XXXX to XXXX XXXX XXXX. I checked my bank account on the morning of XX/XX/XXXX to ensure the payment was withdrawn successfully. At this time I discovered XXXX XXXX had withdrawn two payments of XXXX each. When contacting the company the rep stated that I had made this payment, which I advised I did not. She stated she would put a request to have one payment refunded but it would take 24-48 hours. I at this point asked to speak to a manager because I needed this t/a time to be sooner than 24-48 hours especially since a weekend was in between. I had no funds available in my account to cover two payments and this withdrew my bank account - {$610.00}. She stated there was not a manager available but she could schedule one to call me back. Up until apx XXXX on XXXX I had yet to receive a call back from a manager so I called customer service again. The rep stated that there were no notes placed stating a request was made to have a manager call me. She stated that there was a request made for a refund of a payment. This rep stated the turnaround time would now be 1-3 business days. I asked to be transferred to a manager again and she placed me on hold to get a manager. A few minutes later she came back to the phone and stated that she had down research on my account, instead of connecting me with a manager, and stated i set up the loan to draft a payment on my account on XX/XX/XXXX. Again i advised i did not make this request or else i wouldnt have made a payment on XX/XX/XXXX. She asked if I had submitted proof of payment being withdrawn and I stated that I was not advised to do so. I again asked to speak to a manager, she placed me on what she said would be a 2-3 min hold for about 5 mins at which point I had to disconnect because I was at work and had wasted too much time on the phone. I called back at XXXX that day and immediately asked to speak to a manager. This rep was very resistant on allowing me to speak to a manager again. After this rep doing more research she then got a manager on the line. The manager, XXXX at extension XXXX, answered the phone in a snarky way asking What can I do for you?. I asked if my situation had been explained to her. She responded very sarcastically basically stating that yes it was but she needed to know what I needed. After having to explain my situation for now the 4th time she stated there was nothing I could do and nobody else I could speak to. I asked for an address for office of the president or the issues resolution dept and she immediately stated that she was the issues resolutions dept. I rephrased my question this time asking for an address I could send correspondence and she provided me with an email. I asked her for a physical address and she started providing it like I knew this location not allowing me to write this down, I had to ask her multiple times to repeat herself because she would not slow down, on the 3rd time, I could hear her slam her hand down on her desk. I told her i heard it and to not do that to. I asked for someone to call me back that i could have direct contact with on Monday morning regarding this issue. On XXXX at XXXX I called customer service back because I again had yet to receive a call back. The automated message stated there was a high call volume but I could request a call back. It is now XXXX CST and I have yet to receive a call back. My account is still in the negative {$610.00}, including 4 {$24.00} NSF and I have already received a notice that one of my providers has suspended my service due to not being able to draft my regular payment. I have a toddler that relies on my income to survive and I have had to borrow money in order to provide for her over this past weekend. The customer service of this company is horrible and Id like some action on this matter ASAP. I would also like the payment issue investigated as to how this occurred in the first place along with a written explanation from XXXX XXXX XXXX so that I can keep on file in case an issue with my bank or other bills come up.

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