Mortgage -- Trouble during payment process -- Complaint #5199877
Complaint Overview
Complaint ID: 5199877
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: California
ZIP Code: 923XX
Date Received: 2022-02-08T12:00:00-05:00
Date Sent to Company: 2022-02-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I went on on XX/XX/22 about XXXX to make my mortgage payment for XXXX, as I do every month. Unfortunately I have made my payment at the end of every month for over two years now its just the way it is and how it happened with a Pay schedule change a while ago. I have never been late on any payment on my Mortgage. Credit reporting is extremely important me and I am not late. When I went to try to go on to make the payment the site was down I then tried to call and the phone system was down and I was unable to make any type of payment as the whole system was down. I consistently tried to go on for hours with no luck. I got error messages indicating the system was down and was going to go down, and at XXXX Eastern time it notified me of the errors. I am in California therefore I should have had more than enough time to make my payment timely without getting a 30 day late on my credit. Again I have done this for years with no issues. I immediately emailed new Rez the error I was receiving and the minute I was able to make a payment a payment was made. Unfortunately it was taken out early on XX/XX/22, which made a 30 day late on my credit. I called and advise this was not my fault and it was a system error and they have asked me to email them over what happened along with snapshots I have of the error messages I received and today they have not fixed my credit reporting. I also have XXXX showing that my account was showing in active and was not allowing me to pay on an active account until the following day the whole system was messed up I have asked them to remove the 30 day late and report my account as current as it was not my fault that the payment was made late. I kindly ask that you request new rest to remove the 30 daily as it was their fault their system was down and I was unaware of the system being down until I try to make my payment again this is not a one time thing that I forgot to make it till the end of the month it is very normal for me to do this unfortunately but it has been consistently done this way for years with new razz with no issues I am now 30 days late on my credit report which dropped my credit score and I am devastated because it was not my fault and I am not late on payments
Frequently Asked Questions
What is Complaint #5199877 about?
Complaint #5199877 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-02-08T12:00:00-05:00.
How did Shellpoint Partners, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Shellpoint Partners, LLC?
Yes, visit the Shellpoint Partners, LLC company profile at readthecomplaint.com/company/shellpoint-partners-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.