Consumer complaint received 2024-07-16 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
I can not get any confirmation of credit for the wire transfer made XXXX XX/XX/year> made to XXXX. I understand the company was undergoing a transition. However XXXX weeks and nothing. Also the closing attorney contacted the company requesting the payoff. And followed those instructions for payment. XXXX was in transition but, It was not an unscheduled event. If the financial support was being transitioned, it would make sense that they would include into the payoff notice that no transactions should be conducted between a set of dates. 

I have confirmation of wire transfer sent and received in accordance with the payoff notice from XXXX XXXX I have yet to receive confirmation that my account has been credited the wired amount from the closing and sale of the property. Or that XXXX XXXX has recognized the receipt of the wire transfer. 

On XXXX XX/XX/year>, I entered a contract to sell my property that had two liens. The first loan was a VA loan. The second was held originally set up through XXXX, serviced by XXXX. The servicing was renamed newrez / XXXX XXXX XX/XX/year>. The real estate attorney contacted both financial companies for payoff information. XXXX responded with a letter dated XXXX XX/XX/year>. The sale of the property was completed on XXXX XX/XX/year>. The closing attorney 's office confirmed wire transfers were sent out on XXXX XX/XX/year>. 

I have contact XXXX point by phone on XXXX XX/XX/year> after checking the online account information. I was told it XXXX be delayed due to the XXXX ( XXXX XXXX ). I again contacted XXXX point after checking the online account information on Monday XXXX XX/XX/year>. Called Monday XXXX XXXX. Everything should be updated XXXX hrs. I contacted the closing attorney and received the confirmation IMAD #. Which I shared with XXXX point in another phone conversation. In all I have submitted an online inquiry through XXXX point 's website with no follow-up and several phone calls. 
Additional calls made ; Called XXXX  XXXX XXXX, associate stated she sent a message to wire department. Called XXXX XXXX XXXX associate stated she sent another message to wire department and a complaint. Was told to follow up XXXX hours ( Monday ). I provided XXXX point with the XXXX #. Called Monday XXXX XXXX spoke with XXXX. Nothing is posted and it will not be until the entire account is merged. They can not see anything other than the last payment and the pending auto draft. She stated there is no wire department and can not see any notes from previous calls. Called XXXX XXXX XXXX to confirm XXXX #. Provided # and associate stated she would email it over to their wiring department and forward me a copy. No confirmation email was received. 
Called XXXX XXXX XXXX to request email confirmation of receipt of IMAD #. XXXX did not know what XXXX # was and said they cant see any notes from previous calls. And no new information. XXXX was animate that my account was not transferred until the XXXX of XXXX. I have emails from XXXX and XXXX going back to XX/XX/year>. Along with the automatic withdraw of a regular monthly payment on XXXX XX/XX/year>. 

Several phone calls with inconsistent information from their support personal. Some stating there is a wire department and they can see remarks from other phone contacts. While others deny those statements.

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