Consumer complaint received 2020-03-25
Company: Shellpoint Partners, LLC
State: PA
Product: Debt collection
Sub-product: Mortgage debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
On XX/XX/XXXX, I spoke to XXXX XXXX ( SPOC - Single Point of Contact ) regarding my account. Mr XXXX advised that after I made a payment on XX/XX/XXXX, he would submit a Deferment for approval to bring my account current. On XX/XX/XXXX another payment came due and I had not heard from Shellpoint if the Deferment was approved or declined by mail, email, or phone call. If the Deferment was approved and processed after XX/XX/XXXX then the Deferment should bring the account current, due XX/XX/XXXX. On XX/XX/XXXX, I called Shellpoint to see if the Deferment was approved or declined. I was advised the Deferment was approved on XX/XX/XXXX. I advised that I never received a call or Deferment Agreement stating that I was approved and to acquire my signature. I advised that I was told that the Deferment would bring my account current. I did not receive a phone call back regarding the due date being adjusted to XX/XX/XXXX. On XX/XX/XXXX, I received the XXXX Mortgage Statement dated  XX/XX/XXXX showing the account 2 months past due. Again I called Shellpoint to discuss the fact that the Deferment was supposed to bring the account due for XXXX. On XX/XX/XXXX I called XXXX XXXX at Shellpoint and left a message about the Deferment bringing the account due for XXXX. That same day I received a XXXX XXXX XXXXackage from Shellpoint. The letter is dated XX/XX/XXXX. Congratulations! you are approved for the Deferment Program. So I received the letter on XX/XX/XXXX that the the Deferment was approved. XX/XX/XXXX is 39 days after the Deferment was approved and processed. On XXXX the account was due for XXXX and XXXX. When I called Shellpoint back again to ask why a letter is not mailed to the borrower advising me that the Deferment was approved and processed on XX/XX/XXXX, I was advised that it is not automated and it takes time. I know that loss mitigation lays out a timeframe in which a letter needs to sent to the borrower. Also does the Deferment Agreement have to be signed by the borrower in Pennsylvania? 

I made a payment in XXXX and XXXX. If the Deferment was processed to bring the account current I would be current. Instead I'm due for XX/XX/XXXX. This has caused another issue. When I go online to make a payment with no fee to process my payment, I am not able to because the account is past due. So I tried to process on the automated phone system {$5.00} fee but that is not allowed because the account is past due. So I have to make a payment through a Shellpoint representative ( {$15.00} fee ). On XX/XX/XXXX, I was charged a late fee of {$12.00}. When I paid on XX/XX/XXXX, I was forced to pay through representative, thus being charged in essence a second late fee of {$15.00} I am looking forward to hear from you if you are able to help me with the issues with my account.

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