Consumer complaint received 2020-06-30
Company: Shellpoint Partners, LLC
State: KY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My FHA mortgage servicing has had nothing but problems since Shellpoint/New Rez took over the servicing from XXXX in XX/XX/XXXX to include incorrect Regular Monthly Payment, incorrectly stating the account has a Past Unpaid Amount, incorrectly applying monthly payments, adding fees and charges with no reasonable basis, providing my homeowner 's insurance the incorrect mortgage loan number, not correcting my contact phone number, and not responding in a timely manner to a letter of correction regarding all of the above listed errors. 

A letter of corrections packet has been attached, which is a scanned copy of the exact documents mailed to Shellpoint regarding the issues brought up in this complaint up to XX/XX/XXXX. 

On XX/XX/XXXX, mortgage servicing for my FHA loan was transferred to Shellpoint ; however, I was not provided with this information prior to the transfer. In fact, on XX/XX/XXXX I had to contact the company to request the loan number and mailing address in order to make payments for XXXX and XXXX. Two checks ( XXXX & XXXX ) in the amount of {$810.00} were mailed to the XXXX PO Box and both cleared on XX/XX/XXXX. 

I finally received the welcome packet from Shellpoint on XX/XX/XXXX which stated that servicing would be transferred on XX/XX/XXXX, a mere 23 day prior. 

No statement was received for the XX/XX/XXXX payment. One check ( XXXX ) was mailed to Shellpoint for {$810.00} and cleared on XX/XX/XXXX. 

On XX/XX/XXXX ( Saturday ), I received the first billing statement from Shellpoint and found many errors. The Regular Monthly Payment amount was listed as {$830.00} instead of {$810.00}. It stated there were {$310.00} in Past Unpaid Amount, but when my account transferred from XXXX there was a {$0.00} past due amount ( post-petition ). There was {$60.00} in Total Fees and Charges despite Shellpoint 's website stating there would be no late fees during the transition. On the back of the billing statement in Transaction Activity the {$60.00} in charges were from three separate {$20.00} charges for Property Inspection Disbursement, charges that have not been explained and likely have no reasonable basis. Also on Transaction Activity, it showed the XXXX and XXXX payments were incorrectly applied to XX/XX/XXXX and XX/XX/XXXX, respectively, as those had been paid to XXXX. 

On XX/XX/XXXX ( Monday ), I called Shellpoint six times between XXXX and XXXX in an attempt to speak to someone about the errors. On the sixth call I was able to speak to someone who transferred me to Bankruptcy as I am in Chapter XXXX. That office did not answer and did not give the option to leave a voicemail. At XXXX I sent an online request to be contacted regarding the errors on my statement. 

On XX/XX/XXXX, after no contact from Shellpoint, I sent a second online request asking for someone to contact me regarding the errors on the statement. 

On XX/XX/XXXX, I received an email from XXXX  ( homeowner 's insurance ) with updated documents reflecting the transfer from XXXX to Shellpoint. XXXX had been provided the wrong mortgage account number. Due to the lack of faith in Shellpoint, I contacted XXXX directly to have them correct the error. 

On XX/XX/XXXX I received the next billing statement. It too was incorrect ; however, I had not sent the letter of corrections yet. 

One check ( XXXX ) in the amount of {$810.00} was mailed to Shellpoint and cleared on XX/XX/XXXX. 

On XX/XX/XXXX, I mailed a completed letter of corrections packet to Shellpoint outlining all of the above stated issues in full detail with documents attached as evidence of the errors. The packet was sent via USPS with tracking and was delivered to XXXX. XXXX XXXX in XXXX, South Carolina on XX/XX/XXXX at XXXX. 

Sometime in late-XXXX, I received another billing statement, which was still showing the same errors. One check ( XXXX ) in the amount of {$810.00} was mailed to Shellpoint for the XXXX payment and cleared XX/XX/XXXX. 

On XX/XX/XXXX, my XXXX credit report listed " Foreclosure proceeding started '' for my mortgage with Shellpoint. At XXXX I contacted Shellpoint via phone. At XXXX I was able to speak to XXXX . I explained the foreclosure concern. She offered to send me a copy of payment history for my account and gave me the Escalations Dept. email. I have not yet received that payment history. I have not contacted Escalations yet as I have very little faith that would result in any corrections. 

On XX/XX/XXXX, I received another statement which still showed no corrections. On XX/XX/XXXX, one check ( XXXX ) was mailed to Shellpoint in the amount of {$810.00}, but has not had time to be delivered and/or processed as of the date of this complaint. 

To date no contact has been made to me regarding the letter requesting corrections. No investigation has been confirmed to me. No corrections have been made to the account.

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