Consumer complaint received 2023-08-31
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Foreclosure

Complaint:
I already filed a complaint with XXXX XXXX, over our escrow. Raised payment. I thought that was our only problem. XXXX XXXXXXXX XXXX response to my complaint I learned a payment my husband made XX/XX/2023 {$4800.00} did not go threw. As well as our home was in foreclosure. Neither of those things we were aware of. I called the person ( XXXX XXXX ) on the response as soon as I read XXXX XXXX response. XXXX a message with my phone number, wanted information about that payment made XX/XX/XXXX, for 3 payments. Never got a call back. 
Next morning husband and myself went to XXXX XXXX office for a 3 way call. Spoke to XXXX a supervisior for XXXX XXXX. XXXX XXXX was made from XXXX XXXX account information he had given the XXXX XXXX rep.XXXX was going to investagating the phone recordings the account given for the 3 mortgage payments in XX/XX/XXXX, XXXX stated we would be able to listen to the recording as well, if XXXX XXXX  made an error good chance the foreclosure would bevreversedXXXX stated apx 30 % of foreclosers are reversed.. XXXX would call us in a day or two. XXXX also told us our mortgage had been transferred/sold to another company. Even though we had not been notified yet. Then 6 days pass, nothing. 
XX/XX/XXXX, I called again. Spoke to a XXXX XXXX rep after several holds and a couple other employees. To be told XXXX is still investigating and would contact us as soon as he knew something. 
XX/XX/XXXX, I called again spoke to several reps before I got to XXXX In loss mitigation to said he messaged XXXX he response was he was still doing what he needed to to get us some answers. But he was pretty close. He would be in touch in a day or two. 
XX/XX/XXXX, I called again after on hold and a couple employees later spoke to XXXX. She had been told by messages from XXXX, XXXX was waiting on a headset, to speak to us. Headset was suppose to be delivered the following day. XXXX would be in touch with us sometime the following day. 
( ( NOTHING ) )!! 
XX/XX/XXXX, I called after on hold several times, and a couple XXXX XXXX employees I got supervisor XXXX XXXX, that basically said payments were not recieved due to insufficient funds. She was not sure how we got a conformation number. She did not know who XXXX was. XXXX XXXX had recently installed a new phone system. No calls were saved from XX/XX/XXXX, There would be no recordings to review and listen to what account number was given for XXXX XXXX to withdraw the {$4800.00} payment. 
I said so you are stating to me that all calls since XX/XX/XXXX, XXXX XXXX supervisor with XXXX XXXX XXXX And every one person I spoke with each time I called are/ were lying to me. She said she could not comment on those other phone calls. XXXX XXXX, XXXX, and XXXX all employees telling us this lie investigating phone recordings and delivery of a headset all lies. 
( All dates, times, who spoke with all noted and written down each call ). 
XX/XX/XXXX, XXXX went to XXXX XXXX office to make a XXXX way call to XXXX point. XXXX new loan servicer company. Shell Point DBA ( Doing business As ) XXXX XXXX. Isnt that a bit strange. We spoke to XXXX with employee XXXX point. He stated payment made and received on XX/XX/XXXX. Then said payment was SENT BACK XX/XX/XXXX. Sent back 10 days later. Not insufficient funds there is no insufficient funds fee if it was, there should be a fee. The XXXX also does not have an insufficient funds charge on their bank account and there should be also. 
Account given for the XXXX payment was XXXX XXXX account. He sold a property recently XXXX XXXX XXXX. There was sufficient funds in his account. 
XXXX was suppose to see what could be done on his end. XXXX would remake the {$4800.00} payment and have a couple months to get their loan in good standing. XXXX was suppose to email the XXXX in XXXX hours. ( ( NOTHING ) ) Looking over our loan paper I seen XX/XX/2023 - Attorney ADV DISP. The XXXX made that payment XX/XX/2023 to get their mortgage back in hood standings. Very next day after payment pending charges on the XXXX mortgage for attorney advanced distribution or Disbursement. XXXX XXXX was pretty sure XXXX payment had been made. But even if you add XXXX days count the days. XX/XX/XXXX to XX/XX/XXXX payment made conformation number given. Or XX/XX/XXXX, attorneys pending charges on their work on foreclosure of the XXXX home. Either way, Federal Law NO FORECLOSURE BEGINS BEFORE ( at least ) 120 days. 
XXXX payment SENT BACK like the XXXX were told because they had an attorney already on foreclosure of their home? Let it also be noted every month on the XXXX there is that notation on the XXXX mortgage history. ( ( ( ( ATTORNEY ADV. DISP. ) ) ) The attorney XXXX XXXX uses takes his charges and fees out. Whatever fees/ charges they have agreed to pay this attorney each month. XX/XX/XXXX, there is no fees/ charges, the other months there are charges. XXXX home foreclosure start prior to XX/XX/2023. Would have been 111 days. XXXX payment they made on XX/XX/XXXX, was recieved and obviously SENT BACK. Why there are no insufficient funds charge on the mortgage or at the XXXX bank account. 
XXXX more note the XXXX property was surveyed XXXX. beginning of XXXX as well. XXXX thought it was because XXXX XXXX work on the XXXX XXXX in their neighborhood. This was not the case. XXXX made by the mortgage company. 
There is no reason there should be Attorney XXXX. DISP. On the XXXX mortgage on XXXX XXXX. Then that attorney continues every month to get ATTORNEY XXXX. DISP On the XXXX of every month after that. 
XXXX XXXX thought when the first complaint was made about escrow shortage was their only probelm with this mortgage she was wrong. But because of the response found out there were several other issues with this mortgage company. 
XXXX XXXX transferred/ sold to Shell Point DBA XXXX XXXX. 
Whole thing is very shady. XXXX XXXXXXXX have got some legal firm looking out for their interest in their home from this dishonest company. 
( ( ( BEWARE ) ) They should have the state of FLORIDA looking in the their dishonesty in the XXXXXXXX XXXX

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