Consumer complaint received 2019-03-02
Company: Shellpoint Partners, LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I Have been struggling because I have XXXX XXXX and I had a progression or an XXXX XXXX, and I called up The first week of XXXX to talk about the fact that I had missed the XXXX payment and was going to be late on the XXXX payment. I asked about forbearance and was given The opportunity to spread the payments out between XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX. The gentleman was very nice and he mailed me a letter dated XX/XX/XXXX so I mustve called in XXXX to say I was going to have problems not XXXX, and the letter reads that as of XX/XX/XXXX the total past due amount on your mortgage is {$2600.00} this amount includes all past due payment of interest and principal and escrow if applicable as well as late charges And amounts that we have paid on your behalf service or advances. Then it set up a three month payment schedule for me of XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX for paint {$2500.00}. When I attempt to make the arranged payment I am unable to make the payment as scheduled and I am told that as of XX/XX/XXXX I owe more than {$4500.00}? I make the XXXX mortgage payment anyway and then receive letters telling me last week I am now three months past due and owe over {$6600.00}? Then when I start making phone calls I start being passed from one person to the next to the next being told all kinds of lies and stories about money Stu and find to do and Im holding the ladder and asking questions and it was me that had called and asked for help and this is what happened. I need some help I dont wan na lose my home and all I did was miss onXXXX payment and I cant make any payments and they wont let me make any payments. Theyre making me pay more money than I owe and theyre asking for money that I never owed. Please help me. 

Then, in XX/XX/XXXX I mailed a payment into them and they applied it erroneously to someone elses account. When I asked where the payment was they finally looked for it and discovered that it was erroneously applied it to someone elses account almost a year later. This was not only not fixed they moved around monies and allotted all kinds of fees on my account and refuse to credit me appropriately the right principal and interest credits. In addition I made additional payments to my mortgage, instead of applying the payments to the principal as I applied them they didnt apply them at all. They didnt return the money to me they just wrote unapplied payments and kept the money and never applied them anywhere. If you look at the statements which I made screenshots of and I have attached here they just kept the money and didnt give me credit for it all nowhere. Then I called in to question the payment and I had mailed and payments that hadnt reached them yet, And the man on the phone told me that if I gave him the account number he would make sure that any of the paper checks that were mailed in were torn up. So I gave him my account number and the paper checks were not torn up and instead they charge me nonsufficient funds fee is and when I called up they apologize never remove them and theyre in my account anyway. This is a disgusting servicer and I want all of this corrected please. Can you please help me?

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