Consumer complaint received 2024-12-29 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
Shellpoint made an Unauthorized credit to my loan principal for {$7900.00}. I requested the refund on XXXX XX/XX/XXXX and they told me it would take 3 business days which was due Friday, XXXX XX/XX/XXXX. After not getting my money I called and they said I wouldn't get my money back until XXXX XX/XX/XXXX. After that date no money was received so I called again and they said would be 14 business days since the request. But still nothing. I chatted with Shellpoint on XXXX XX/XX/XXXX and the representative said " No ETA at this time showing on the notes ''. 
I don't understand why this happened in the first place. The money was a wire transfer my husband made on XXXX XX/XX/XXXX to reinstate my loan that was in foreclosure. Unfortunately, he made a mistake in the reference number so Shellpoint couldn't identify the destination, or at least that's what they told me the many times I called trying to fix the problem. After many unsuccessful attempts, and because Shellpoint sent a new reinstatement letter that we needed to pay, we ended up recalling the wire on XXXX XX/XX/XXXX and counting with the money going back to us. We had to borrow money from friends to be able to pay the new reinstatement letter. I made many calls following up on the recall but all the time they said they didn't know anything. Until XXXX XX/XX/XXXX when we called and to our surprise they said Shellpoint credited the money to my loan on XXXX XX/XX/XXXX. Does it make any sense? The wire was recalled first of all on XXXX XX/XX/XXXX. And in all my calls and emails I was very " very clear '' that I needed this money back asap. I NEVER AUTHORIZE SHELLPOINT TO PUT THAT MONEY IN MY LOAN. I RECALLED THE WIRE ON XXXX XX/XX/XXXX. XXXX ASKED AT LEAST 5 TIMES SHELLPOINT TO AUTHORIZE THE RECALL BUT SHELLPOINT " NEVER ANSWERED ''. INSTEAD, THEY PUT THE MONEY IN MY LOAN PRINCIPAL. 
I spoke with many customer service agents, all the time I had to tell the story again and again, most of them did not know anything and were unable to answer my questions, they just said to wait or create a ticket or escalate the ticket. I asked them if I could talk to a supervisor or to someone to get help but always they denied saying I can't talk to anybody. My family is suffering right now because we needed the money since XXXX. We have debts to pay. We have to pay the mortgage tomorrow and we don't have any money. I don't understand how Shellpoint deals with people. There's no access to a supervisor or wire department, ( I sent them many emails none of them replied ). Many bankers told me that it's absurd. That the recall was supposed to be resolved a long time ago. XXXX told XXXX that they asked at least 5 times Shellpoint to authorize the debt to do the refund but Shellpoint never answered the request of XXXX. Why??? I already made a complaint with XXXX  and so far no response. I hope with this complaint I get some answer because I don't know what else to do. Should I go to an attorney or bring Shellpoint to court? In another call I spoke with XXXX, and she said my refund request was made on Friday, XXXX XX/XX/XXXX. That's a lie! I called 3 days before and spoke with a guy XXXX he was the one doing the refund request and he said it would take 3 business days. Why XXXX didn't see that? Do you see what I'm saying? Shellpoint is a Mess! the agents are lost! they don't know what they doing or saying! it's just ridiculous! Shellpoint doesn't care for the clients. I remember with another mortgage institution I had access to an account manager that would call me or email me directly with concerns about my account. Shellpoint doesn't have anything close to that. There are just agents answering calls or chatting but doing nothing... I don't know who really takes care of issues like mine. This is important. I NEED MY MONEY ASAP PLEASE! I need to pay my mortgage and I don't have the money now I might go into foreclosure again... is that what they are relooking for? so they can take more money from me? Please help me.

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