Consumer complaint received 2022-05-25
Company: Shellpoint Partners, LLC
State: CT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2022, " Borrower '' called and spoke with " Shellpoint CSR, '' XXXX XXXX, requesting the two payments sent on XX/XX/2022, and XX/XX/2022, be used for the May 2022 monthly payment. In addition, " Borrower '' also requested the payment of the {$210.00} Late Charge Payment and the {$20.00} NSF Fee Payment be reversed to allow for the {$880.00} funds to be used for paying the May 2022 monthly payments. 

" Shellpoint XXXX, '' XXXX XXXX begrudgingly made " Borrower '' request with an apparent deep sigh. 

" Shellpoint XXXX, XXXX XXXX then questioned " Borrower '' on when payments will be made on the {$210.00} Late Charge and {$20.00} NSF Fee, rather than apologizing for the misunderstanding. " Shellpoint XXXX, XXXX XXXX informed " Borrower '' that the same situation will occur every month until the fees are paid. " Borrower '' stated the payments would be made when " Borrower '' is ready to make the payments. 

" Borrower '' proceeded to ask " Shellpoint XXXX, '' XXXX XXXX, to provide payment dates for XX/XX/2022, XX/XX/2022, XX/XX/2022, and April 2022 monthly payments. " Shellpoint XXXX, '' XXXX XXXX then asked " Borrower '' if he had access to the online portal. " Shellpoint XXXX, XXXX XXXX began directing " Borrower '' to the online portal to use while " Shellpoint XXXX, '' XXXX XXXX verified the information over the phone together. " Borrower '' proceeded over to the computer to go online before communicating to " Shellpoint XXXX, '' XXXX XXXX that he had already verified the information online and filed a " CFPB '' complaint requesting the " CRAs '' reporting to be updated on the 2022 payments in question. 

" Shellpoint XXXX, '' XXXX XXXX seemed a little miffed at this information. Shellpoint XXXX XXXX XXXX refused to provide the information " Borrower '' was requesting on 2022 monthly payments because " Shellpoint '' had responded to the " CFPB '' complaint. Unfortunately, however, the " CFPB '' website is down, and " Borrower '' has not been able to access " Shellpoint 's '' XX/XX/2022 response. 

" Borrower '' thanked " Shellpoint XXXX, '' XXXX XXXX for his interest in the details behind " Borrowers '' request before informing Shellpoint XXXX, XXXX XXXX that besides Shellpoint XXXX, XXXX XXXX personal opinions, " Shellpoint '' is required by law to provide " Borrower '' information on " Account '' promptly and correctly when requested. 

" Shellpoint XXXX, '' XXXX XXXX went into a tirade about legalities, attempting to prove his understanding of the law over the " Borrowers. '' " Shellpoint XXXX, '' XXXX XXXX stated in the middle of his tirade that this ( Shellpoint Customer Service phone line ) is not the place for " Shellpoint '' to be doing research and providing verbal confirmation about " Account '' information to customers. 

" Borrower '' shouted at " Shellpoint XXXX, '' XXXX XXXX to get him to stop his tirade. " Shellpoint XXXX, '' XXXX XXXX continued with his tirade as " Borrower '' listened. When finished, " Borrower '' kindly thanked " Shellpoint XXXX, '' XXXX XXXX for providing " Borrower '' with all the information " Borrower '' needed before hanging up the phone.

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