Consumer complaint received 2023-10-03
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Foreclosure

Complaint:
XXXX XXXX made a payment XX/XX/2023, for XXXX mortgage payments. A total by a XXXX XXXX employee was given to get the XXXX mortgage up to date. Payment information / bank information was given to employee of XXXX XXXX for the {$4800.00} to be withdrawn from. The XXXX XXXX  account info was given, definitely enough funds in his account to make this transaction. XXXX XXXX rep stated payment was received and precessed, then a confirmation number was given to XXXX XXXX. XXXX XXXX did not withdraw the payment from the account information given.XXXX XXXXXXXX attempted to withdraw the payment from the XXXX account that was on file. Not the account information that was given to the XXXX XXXX rep at the time of the call. 
XXXX XXXX a Shellpoint employee we spoke to on XXXX XXXX @ XXXXXXXX XXXX told us our payment of {$4800.00} was SENT BACK. There was NO INSUFFICIENT FUNDS CHARGE, The transaction was not insufficient funds. The XXXX bank account also there was not an insufficient funds charge, If it was not sufficient funds for the transaction, there would be an insufficient funds charge at the financial institution as well. There was not. But now all the sudden there is an insufficient funds charge, but could NOT be found by your employee, XX/XX/2023. 
Shellpoints mortgage history of the XXXX mortgage, does not have all the history that it should. Seems they are missing some. 
XXXX XXXX, ( ( the next day after XXXX XXXXXXXX made the {$4800.00} payment ) ) ( ( ATTORNEY XXXX DISBURSEMENT ) ) Will screen shot the mortgage history the XXXX have. This is a payment to a ATTORNEY, to begin foreclosure on the XXXX home XX/XX/2023. Then every month after on the 22 day of the month the mortgage history shows ( ( ATTORNEY XXXX DISBURSEMENT ) ) The Attorney XXXX XXXXXXXX  uses for foreclosure his fees and charges they have agreed to pay the firm. 
Very convenient that the charge on XX/XX/2023 is not on the loan history provided by Shellpoint. 
The XXXX have been to an attorney that is fees/ charges/ payments for the attorney to begin foreclosure. 
XXXX - 31 days XXXX - 31 days XXXX - 28 days XXXX - 21 days TOTAL 111 days Attorney fees and charges claimed on the XXXX mortgage history XX/XX/2023 to begin foreclosure is DEFINITLY breaking federal law Dodd-Frank act. 
Amazing it doesnt appear on the mortgage history Shellpoint XXXX XXXX XXXX provided. 
Because of this foreclosure should not have been started in XXXX. Not in XXXX as Shellpoint states. That is untrue, dishonest mortgage servicer. 
Thats not to mention each XXXX XXXX employee I spoke to all names, dates and times. XXXXXXXX XXXX XXXX XXXX loss mitigation supervisor that was investigating the recorded call logs, stated if XXXX XXXX did not use the account information given for the payment made by Mr XXXX on XX/XX/XXXX, good change the foreclosure would be reversed it what he said. Then many other XXXX XXXX employees telling the XXXX untrue lies, went on over a month. To find out XXXX XXXX recently got a new phone system they would have NO WAY of retrieving a call log in XXXX XXXX. 
The XXXX want to get the mortgage current with out charges and fees that should not be on their mortgage. 
Another point the XXXX built this home in XXXX, have lived in It over 23 years. Important bit of information there is SUBSTANTIAL equity the XXXX have in the home. XXXX believe is an issue. Very sad XXXX & XXXX XXXX

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