Consumer complaint received 2019-04-17
Company: Shellpoint Partners, LLC
State: IN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
1. I disagree with the statement in paragraph 4 that erroneously states that as of XX/XX/XXXX, I am contractually due for the XX/XX/XXXX and XX/XX/XXXX monthly installments. In fact, you state in the next to last sentence in paragraph 4 Note, the payment referenced on your XX/XX/XXXX and XX/XX/XXXX bank statements were applied to your loan on XX/XX/XXXX and XX/XX/XXXX. As follow up to my verbal conversation last Thursday XXXX XX/XX/XXXX with XXXX XXXX, below is a table showing all payments that I have made on my mortgage loan since XX/XX/XXXX. I have also attached copies of my XXXX XXXX Statements and XX/XX/XXXX Transactions that document that I have made all monthly mortgage payments from XX/XX/XXXX through XX/XX/XXXX. This means that I am current and only owe my XX/XX/XXXX mortgage payment. 

2. During my phone conversation with XXXX XXXX, Shellpoint Customer Service Representative, on Thursday XXXX XX/XX/XXXX, she informed me that my account has been charged {$45.00} for a home inspection. She stated that the purpose of the inspection was to confirm that my house was not vacant and that a photo would be taken of the outside of my home. She told me that if the inspector decided that my house was vacant, then the locks to the house would be changed. I informed Ms. XXXX that my wife and I work all day and no one is home until about XXXX or XXXX XXXX. So, the inspector could erroneously conclude that no one lives in the house. This could be devastating to us. I have never heard of this practice and question the validity and authority of Shellpoint to do this! I request that the {$45.00} be refunded and the inspection canceled! 

3. During this same phone conversation with XXXX XXXX, Shellpoint Customer Service Representative, she threatened me with the initiation for Foreclosure actions by NewRez-Shellpoint Mortgage Servicing if I did not male a mortgage loan installment payment by XX/XX/XXXX. I disagree that Ms. XXXX has the authority to initiate Foreclosure action on my mortgage loan and that I am eligible for Foreclosure actions by XX/XX/XXXX because I am current on my mortgage payments as of XX/XX/XXXX. Shellpoints policy that has be quoted to me by multiple Shellpoint employees is that Mortgage Foreclosure actions are not initiated until loan payments are 90 days past due. Finally, I am alarmed, offended, and insulted by Ms. XXXX threat to initiate Foreclosure Actions on my mortgage loan. I am requesting an apology and retraction from NewRez Shellpoint Mortgage Servicing. 

4. In paragraph 4, the late charge of {$37.00} does not apply and I request that it be refunded. 

5. In paragraph 4, the NSF Fee of {$25.00} was caused by NewRez-Shellpoint and I request that it be refunded. NewRez-Shellpoints payment message states that the payment made may not be posted to my checking account for 2-3 business days. The payment that I made on XX/XX/XXXX was posted to my checking account in less than one business day on Monday XXXX, XX/XX/XXXX. Also, on my end my auto deposit paycheck was deposited one day late for the first time in history on XX/XX/XXXX. 

6. In paragraph 4, it is stated that {$30.00} in other fees was charged my account. Please explain the nature of these other fees and refund the {$30.00}. 

7. In paragraph 5, why was I not contacted with a request of proof of my XX/XX/XXXX to XXXX XXXX? XXXX XXXX, an SPOC, actually confirmed to me during our XX/XX/XXXX phone conversation that I had made the XX/XX/XXXX payment to XXXX XXXX successfully. 

8. In paragraph 6, you state that the Mortgage Statement dated XX/XX/XXXX reflected the payment reversals made on XX/XX/XXXX. In the future, I request that any reversals or any other major changes or actions taken on my mortgage account be communicated to me immediately. Why did not someone at Shellpoint try to reach me by phone prior to XX/XX/XXXX to discuss these reversals? 

9. Regarding my NSF mentioned in Paragraphs 7 and 8, I have had only one NSF that occurred on XX/XX/XXXX. This NSF was caused by Shellpoint processing my XX/XX/XXXX. XXXX mortgage payment in less than 1 business day on XX/XX/XXXX and by my paycheck being deposited one day late by my employer for the first time in history. New Rez Shellpoint had previously advised customers that payments submitted were usually processed in 2-3 business days. I replaced this payment on XX/XX/XXXX by making a payment by phone to a New Rez Shellpoint Customer Service Representative. To make matters worse, the XX/XX/XXXX letter requesting certified finds was not received by me until XX/XX/XXXX. I had already made a replacement payment on XX/XX/XXXX. 

10. All NSF transaction prior to XX/XX/XXXX were conducted solely by Shellpoint Mortgage Servicing without my knowledge. I believe that Shellpoint took these NSF transactions as a method for adjusting my mortgage payment history. 

11. As mentioned previously, I disagree with the statement in paragraph 4 that erroneously states that as of XX/XX/XXXX, I am contractually due for the XX/XX/XXXX and XX/XX/XXXX monthly installments. I have also attached copies of my XXXX XXXX Statements and XX/XX/XXXX Transactions that document that I have made all monthly mortgage payments from XX/XX/XXXX through XX/XX/XXXX. This means that I am current and only owe my XX/XX/XXXX mortgage payment. 

12. In paragraph 9, I never received the XX/XX/XXXX letter supposedly mailed on XX/XX/XXXX. I finally received a copy of this XX/XX/XXXX letter with the XX/XX/XXXX letter. 

13. Finally, why am I never notified by phone or E-mails when there are issues or changes to my mortgage account? Why is there no actual person identified as a person of contact in Loan Servicing and other departments? 

XXXX XXXX XXXX Loan Payment History since XX/XX/XXXX Loan # XXXX Payment Number Payment Due Date Payment Paid Date by Bank Payment Proof ( Statement & Transactions Documents Copies attached ) 1 XX/XX/XXXX XX/XX/XXXX Exhibit 1 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ; payment shown on page 4, XX/XX/XXXX for {$1300.00} to XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Exhibit 2 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ;  payment shown on page 4, XX/XX/XXXX for {$1300.00} to XXXX XXXX XXXX-Shellpoint XXXX XX/XX/XXXX XX/XX/XXXX Exhibit 3 XXXX XXXX   Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 3 ; payment shown on page 3, XX/XX/XXXX for {$1300.00} to XXXX XXXX XXXX-Shellpoint 4 XX/XX/XXXX XX/XX/XXXX Exhibit 4 XXXX XXXX Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ; payment shown on page 4, XX/XX/XXXX for {$1300.00} to New Rez Financial-Shellpoint 5 XX/XX/XXXX XX/XX/XXXX Exhibit 5 XXXX XXXX   Statement XX/XX/XXXX to XX/XX/XXXX, pages 1 & 4 ; payment shown on page 4,  XX/XX/XXXX for {$1300.00} to New Rez Financial-Shellpoint 6 XX/XX/XXXX XX/XX/XXXX. XXXX Exhibit 6 XXXX XXXX Transactions XX/XX/XXXX to XX/XX/XXXX, page 1,  payment shown on page 1, XX/XX/XXXX for {$1300.00} to New Rez Financial-Shellpoint

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