Consumer complaint received 2018-04-12
Company: Shellpoint Partners, LLC
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Shellpoint Mortgage Servicing Began servicing my loan in XX/XX/XXXX. I am current on my loan with 2 payments left, final payment due XX/XX/XXXX. When I first started making payments to Shellpoint they were charging me {$720.00} a Month up till XX/XX/XXXX. Then my Mortgage increased to XXXX. I contacted Shellpoint to ask about the increase. They stated that my escrow had came over from XXXX XXXX with a negative balance. I asked for documentation they told me that didn't have to provide that information. In fact that's been the problem with dealing with Shellpoint they never address your issues with your loan. So my reason for this complaint is that Shellpoint servicing sent me a statement datedXX/XX/XXXX with a total amount due of XXXX. - the statement Principle Balance XXXX plus Overdue Payment XXXX. I called Shellpoint on XX/XX/XXXX to ask about two issues. The first was why my escrow had decreased from XXXX to XXXX. Customer service said they had paid my Personal Property Tax on XX/XX/XXXX early. I then asked about the overdue payment didn't even match statements online. Document attached states XXXX. Fees -Late Fees XXXX, Legal Fees XXXX and Other Fees XXXX - On my calculator these Fees equal XXXX. So the customer service person said that she could not tell me why I was being charged Legal fees or other charges and could not confirm why I was been charged XXXX in late charges. She said I would have talk to another department. 
This loan matures onXX/XX/XXXX I don't have a problem paying what I really owe On XX/XX/XXXX I received a call from XXXX XXXX welcoming me back to XXXX XXXX. I told the guy about these same issues above, he said he could only tell me that my principal balance was XXXX and that all the data from Shellpoint had not uploaded into there system. I began asking him about my loan history from XX/XX/XXXX to XX/XX/XXXX, he said he couldn't access it right then. So I asked him was XXXX XXXX on the record at the XXXX XXXX for being able to legally service this loan. He stated that thats the first thing they do when they start servicing a loan.I told him that I had went to XXXX XXXX Records after my XXXX XXXX Agent hat contacted me in XX/XX/XXXX telling me he could not find anybody on the Record at XXXX XXXX Records servicing my loan. 
Shortly after that conversation I received a check from XXXX for around 1,100.00 I have been asking Shellpoint Mortgage to provide me with documentation that they are legally servicing my mortgage loan. I'm still waiting and the documents I received from XXXX XXXX Records don't make any since far as the servicers that serviced this loan from the past. I would like a official document from Shellpoint that proves who actually owns this specific mortgage note.I have never been in foreclosure or have never modified this loan. So why am I being charged legal fees and what are these so called other charges of XXXX. I would like statements proving XXXX in late fees. My Mortgage has a grace time due before or on the XXXX of each month. I also want Shellpoint to get my escrow history from XXXX XXXX proving a negative balance when this loan came over to them in XX/XX/XXXX.I Pay XXXX towards Principal and Interest each month with a fixed rate of 7.9 %. This loan is a good example how mortgage servicer 's try to fraud consumers out of there cash. This loan was disputed in XX/XX/XXXX for trying to cheat us out of over 6,000.00 in Principal and Interest due, that they ajusted with the help of Consumer Financial and the Virginia State Attorney 's Office. 
I have not received any documentation from Shellpoint indicating they are not still servicing this loan. 



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