Consumer complaint received 2024-09-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Shellpoint acquired the lender from whom I initially financed my home ( CMC Funding/Specialized Loan Servicing SLS ).

I have been making monthly payments to CMC Funding/Specialized Loan Servicing SLS for over 5 years and have always paid more than the due amount to add a little extra money towards the principal balance monthly.

My lender 's payments have always been made electronically via the bill pay platform with my bank ( XXXX XXXX XXXX ). In XX/XX/scrub> 2024, I received a bill from Shellpoint in XX/XX/year>2024, stating that I missed the XX/XX/year>2024 payment, and they were billing me for XXXX and XXXX 2024 mortgage payments. At that time, I realized that a new lender had acquired my mortgage. As shown on the mortgage statement, I called the customer service number on XX/XX/year>. I spoke to a rep about the situation and how my payments were automatically and electronically sent/drafted via bill pay from my bank to the original lender acquired by Shellpoint. 

I asked the rep on the call what proof they needed from me, showing that my payments were made to the acquired lender so I could get credit with Shellpoint. The customer service rep instructed me to upload my bank statements using the Shellpoint website for XXXX and XX/XX/scrub> 2024, showing the payments made to the acquired lender. I did exactly as instructed and was told to call back later in the week for a resolution.

In the meantime, I deactivated the bill pay feature from my bank to the acquired lender and waited to call back Shellpoint. On XX/XX/XXXX, I called Shellpoint, and the rep informed me that they provided credit for XX/XX/year>2024 on the account. However, the XXXX payment was still being reviewed. Since the call on XX/XX/XXXX 17th, I have called Shellpoint over 15 times to ask about the credit for the XX/XX/scrub> 2024 payment and was always informed that an internal service ticket had been opened to review my payment but the department that does the review is really backed up and they would apply my credit when they came around to it. 

When XXXX came around, and my payment was due, I could not make it because Shellpoint only allowed the payment to be made if the XX/XX/year>2024 payment was in good standing. I don't have the money to pay XX/XX/scrub> 2024 again. I tried calling my original lender to request a refund, but the company no longer exists. The website only points/directs me to Shellpoint. During one of my calls to Shellpoint in the month of XXXX, i was able to speak with a supervisor and we started to exchange emails, as i continued to follow up with the supervisor asking for a resolution. I also sent her my bank statement again showing the payment made to my original lender and the only response i get is that they are reviewing. 

Now that we are in XXXX, Shellpoint is asking me for 3 months of payments XXXX, XXXX and XX/XX/year>2024. I have money to pay them for XXXX and XXXX, i already paid for XXXX. They acquired/merged with my original lender, so they have already received my payment. My original lender and Shellpoint is owned by the same business.

I can not make the payment for XXXX and XXXX until Shellpoint credits my account for the payment i already made for XXXX. They will not allow me to pay for XXXX and XXXX.

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