Consumer complaint received 2024-08-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
Hello, During the last few days of XX/XX/year> I attempted to pay my mortgage online. 

In the past I could pay via my own bank account and " push '' the funds to the mortgage company. 

I could no longer do this as my mortgage was sold to another company. 

It was previously owned by Specialized Loan Services. 
It is now owned by XXXX XXXX Shellpoint. 

The new company ( Shellpoint ) had a malfunctioning website. I could not login to my account at all. 

On XX/XX/year> I called Shellpoint to make my payment.over the phone. 

I spoke with a woman named XXXX. In order to make my payment, XXXX needed to have my bank account number and the routing number. I provided her with those and agreed to have {$2000.00} ( my monthly mortgage ) taken from my account. 

On XX/XX/year> I realized that the mortgage company took out {$2600.00}. 

XXXX or someone at the mortgage company clearly transposed the " XXXX '' and the " XXXX ''. 

That is {$540.00} that Shellpoint took of my money that it wasn't supposed to take nor did I grant permission to take. 

I then called on XX/XX/year> Shellpoint and spoke to another woman. When I explained the situation, her response was, " Oh dear. '' She realized that Shellpoint had made the mistake. She wrote up a request to have my money refunded to me. When I asked how long it would take she said, " XXXX hours. '' Because it was a Friday, I clarified that I should wait until Monday or Tuesday to call back if the funds were not in my account? She said yes, but that they should be there. 

Since XX/XX/XXXX I have been traveling and been unable to babysit this situation as much as I should have. Until yesterday. 

On XX/XX/year> I called Shellpoint again. I spoke with another woman. 

This time, when I asked why the money isn't already in my account, the lady explained that according to her manager the mortgage company didn't have my bank account number nor routing number. So, they couldn't return my money. 

I then explained that was impossible. I told her that in order to make my payment I had to provide my bank account number and routing number ( see above ). 

She put me on hold, and after returning she said that I was right, they do have the bank account and routing numbers. The reason the funds couldn't be refunded was because there was an error in the request to refund. 

So, they lied to me. I don't think the lady knew she was lying to me. But, her manager was.

After writing up a new request to send me my funds, I asked her when I can expect the funds to be in my account? She said it would take XXXX business days. 

When I pointed out that I had already waited XXXX business days from my original request and asked if they could expedite the process, she mumbled something indicating she could not. 

In sum, they knew they took {$540.00} from me on XX/XX/year>. 
It is now XX/XX/year>. 

Your own webpage says : " The bank or credit union must correct an error within one business day after determining that an error has occurred. '' See : XXXX XXXX XXXX I have XXXX confidence that they are planning on refunding my {$540.00} any time soon. 

Please advise at your earliest convenience. 

Many thanks, XXXX

Company response to consumer: Closed with explanation