Mortgage -- Trouble during payment process -- Complaint #7505048
Complaint Overview
Complaint ID: 7505048
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Payment process
State: California
ZIP Code: 94506
Date Received: 2023-09-05T12:00:00-05:00
Date Sent to Company: 2023-09-12T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hello, I have a mortgage thats serviced through shellpoint mortgage ( https : //www.shellpointmtg.com/ ). In XX/XX/2023, my bank XXXX XXXX XXXX froze my account because of a security alert ( I was making XXXX payment to someone and that triggered a security alert ). And unfortunately my bank did not inform me that because the account was frozen they returned the shellpoint mortgage payment request. But, on XX/XX/XXXX when shellpoint mortgage contacted me to tell me that they did not receive payment. Then in XXXX, the payment again did not go and when the shellpoint agent called me, he explained to me that once a bank refuses payment the recurring payments do not go through and that I have to set up recurring payment again and for that reason they reversed the late fee for XXXX. So again I promptly made the payment and setup the automatic recurring payment on their website again. They told me once the payment has successfully gone through callback and they will take this late payment because its the site fault that gives the customers an impression that their auto recurring payments are set. I did not get a chance to callback for getting the late fees removed but then in XXXX and again in XXXX same thing happened. Even though I am setup for auto payment on the website as shown in the screenshots, the payments do not go through. Shellpoint mortgage because of fault on their website is charging customers late fees and then not willing to work with the customer to remedy the situation. XXXX XXXX
Frequently Asked Questions
What is Complaint #7505048 about?
Complaint #7505048 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-09-05T12:00:00-05:00.
How did Shellpoint Partners, LLC respond to this complaint?
The company responded with: "Closed with non-monetary relief". 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.