Consumer complaint received 2023-12-17
Company: Shellpoint Partners, LLC
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Loan sold or transferred to another company

Complaint:
Since XXXX XXXX, I had a home loan with XXXX XXXX XXXX. I made EVERY payment on time and was NEVER late. On XX/XX/XXXX, Shellpoint Mortgage assumed my loan from XXXX. I was NEVER notified by XXXX  nor Shellpoint Mortgage of the change, so I continued making my monthly payments ( {$1500.00} ) to XXXX, ALL of which were on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, so that was on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, but now my mortgage payment has jumped to {$1800.00}. I was later told by Shellpoint Customer Service ( at the end of XX/XX/XXXX ) that because the XXXX payment was not the full amount, it could not be applied to the payment. My XX/XX/XXXX payment to XXXX was again, on time, but this payment was not forwarded to Shellpoint, it was refunded to me in the later part of XX/XX/XXXX. I received a letter from Shellpoint at the end of XX/XX/XXXX, stating that I was behind on my mortgage payments. At first I thought it was a scam because I had NEVER heard of Shellpoint, nor was my mortgage payment {$1800.00}. I called XXXX and found out that my loan had been take over by Shellpoint. The letter stated I was behind XX/XX/XXXX payment ( minus the {$1500.00} from XXXX ) and XX/XX/XXXX payment and needed to pay {$2300.00} to bring it current. I paid the balance and asked why I wasnt notified sooner. I was told they had the wrong mailing address. BUT, I did get the delinquency notice at my mailing address, so not sure why the bills couldnt have been sent to the same address. Also, Shellpoint had my correct email and telephone number, but nobody contacted me on either of those. Now this has recently dropped my credit score because of their failure to notify me. I would like this removed from my credit report. 

Since XXXX of XXXX, I had a home loan with XXXX XXXX XXXX. I made EVERY payment on time and was NEVER late. On XX/XX/XXXX, Shellpoint Mortgage assumed my loan from XXXX. I was NEVER notified by XXXX nor Shellpoint Mortgage of the change, so I continued making my monthly payments ( {$1500.00} ) to XXXX, ALL of which were on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, so that was on time. My XX/XX/XXXX payment was sent to Shellpoint, by XXXX, but now my mortgage payment has jumped to {$1800.00}. I was later told by Shellpoint Customer Service ( at the end of XX/XX/XXXX ) that because the XXXX payment was not the full amount, it could not be applied to the payment. My XX/XX/XXXX payment to XXXX was again, on time, but this payment was not forwarded to Shellpoint, it was refunded to me in the later part of XX/XX/XXXX. I received a letter from Shellpoint at the end of XX/XX/XXXX, stating that I was behind on my mortgage payments. At first I thought it was a scam because I had NEVER heard of Shellpoint, nor was my mortgage payment {$1800.00}. I called XXXX and found out that my loan had been take over by Shellpoint. The letter stated I was behind XX/XX/XXXX payment ( minus the {$1500.00} from XXXX ) and XX/XX/XXXX payment and needed to pay {$2300.00} to bring it current. I paid the balance and asked why I wasnt notified sooner. I was told they had the wrong mailing address. BUT, I did get the delinquency notice at my mailing address, so not sure why the bills couldnt have been sent to the same address. Also, Shellpoint had my correct email and telephone number, but nobody contacted me on either of those. Now this has recently dropped my credit score because of their failure to notify me. I would like this removed from my credit report. Please send a letter stating this, so I can send it to the credit agencies. Shellpoint Mortgage dropped the ball and I am paying for it.

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