Consumer complaint received 2022-05-19
Company: Shellpoint Partners, LLC
State: CT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Due to ongoing issues with " Borrower 's '' Account and the quality of " Shellpoint '' services, Borrower is conducting an audit of Account. Please provide the following information : XX/XX/XXXX recording and transcript of customer service representative CSR phone call between Borrower and CSR XXXX, XXXX. Subject matter : XX/XX/XXXX payment history. 

XX/XX/XXXX recording and transcript of XXXX phone call between Borrower and CSR. Subject matter : Payment History Notes requested. 

XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account. 

XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account. 

XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account. 

XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR. Subject matter : escalation of account. 

XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR XXXX XXXX. Subject matter : XXXX XXXX at XXXX is the account manager 's single point of contact XXXX. 

XX/XX/XXXX recording and transcript of Borrower message left on XXXX for XXXX XXXX XXXX to return call. 

Recording and transcript of XXXX XXXX XXXX 's attempt to contact Borrower between XX/XX/XXXX, and XX/XX/XXXX. 

XX/XX/XXXX recording and transcript of CSR phone call between Borrower and CSR XXXX at XXXX. Subject matter : Who is the accounts XXXX? 

XX/XX/XXXX recording and transcript of CSR phone call between Borrower and XXXX XXXX ( XXXX ). Subject matter : Who is the accounts XXXX? XXXX XXXX assigns XXXX XXXX XXXX ( x XXXX ). 

XX/XX/XXXX recording and transcript of XXXX XXXX XXXXXXXX XXXX ( x XXXX ) phone message to Borrower. 

XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX XXXX at XXXX. Subject matter : PMI audit. Request for investigation into Account activity. 

XX/XX/XXXX recording and transcript of the phone conversation between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject Matter : Reversal of XXXX Account payments. 

XX/XX/XXXX recording and transcript of the phone call between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject Matter : Obtain copies of Account communication logs. 

XX/XX/XXXX recording and transcript of the phone call between Borrower and XXXX XXXX XXXX manager XXXX XXXX. Subject Matter : CSR XXXX XXXX. 

XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX XXXX. Subject Matter : Account activity. Lack of support from CSR and XXXX. Request for a supervisor to call Borrower. 

XX/XX/XXXX recording and transcript of the phone call between XXXX and XXXX XXXX XXXX. Subject matter : Reversal of XXXX Account payments. 

XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX XXXX ( x XXXX ). Subject matter : Missing monthly statements. 

XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX ( x XXXX ). Subject matter : Missing monthly statements. 

XX/XX/XXXX recording and transcript of the phone calls between Borrower and two ( 2 ) unknown CSRs. Subject matter : Missing monthly statements. 

XX/XX/XXXX, certified letter and USPS letter. Subject matter : intent to accelerate foreclosure. 

XX/XX/XXXX recording and transcript of the phone call between Borrower and CSR XXXX ( x XXXX ). Subject matter : Approval for pre-trial modification. 

XX/XX/XXXX recording and transcript of a phone conversation between Borrower and CSR. Subject matter : Loan modification agreement incorrect. 

If not on XX/XX/XXXX, it was between then and XX/XX/XXXX. 

XX/XX/XXXX recording and transcript of a phone call from XXXX XXXX XXXX ( x XXXX ) to Borrower. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from Borrower to XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from Borrower to XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from Borrower to XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone message from Borrower to XXXX XXXX XXXX ( XXXX XXXX ) at XXXX PM. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call/message from XXXX XXXX XXXX XXXX XXXX XXXX ). Subject matter : Loan modification agreement. 

XX/XX/XXXX recording and transcript of a phone message from XXXX to XXXX XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and Loss Mitigation CSR XXXX XXXX. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and XXXX XXXX XXXX ( x XXXX ). Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX. Subject matter : Loan modification agreement XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX at approximately XXXX XXXX. Subject matter : XX/XX/XXXX payment. Account correction. Request for information. 

XX/XX/XXXX recording and transcript of a phone call between Borrower and CSR XXXX XXXX at approximately XXXX XXXX. Subject matter : Request for information. CSR XXXX XXXX. 

XX/XX/XXXX recording and transcript of a phone call between Borrower and Manager XXXX XXXX at approximately XXXX XXXX. Subject matter : CSR XXXX XXXX.

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