Consumer complaint received 2019-01-26
Company: Shellpoint Partners, LLC
State: NJ
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I'll include below the text of the letter I sent to the mortgage service just today, letting them know I was starting a complaint with you. 

XXXX XXXX XXXX XXXX XXXX Place XXXX XXXX XXXX, SC XXXX By Certified Mail Reference # : XXXX Hello : I am disappointed and frustrated with the way my mortgage transfer is being handled. 

1. You have the audacity to send me notice of you as a professional debt collector and that the letter you sent is an attempt to collect a debt and any information obtained will be used for that purpose. You send this after you and XXXX have mismanaged the purchase and transfer of my loan. You send me this threatening letter after being my loan servicer for less than 60 days! I have been a mortgage-holder in good standing for more than three years and have had no problems until you took over 2. I will be sending a copy of this letter to the Consumer Financial Protection Bureau, my attorney, the VA, and my congressional representative.

3. The attachment inserted here shows my attempt to contact you about the many problems with your handling of the loan in the short time youve managed it. You have sent me YOUR accountings of my payments over the last XXXX years that do not match the current information on the XXXX website. 

4. I will send no further mortgage payments unless and until the errors are resolved and will take legal action if you report this dispute to credit bureaus in error. I will attempt to collect consequential damages as well as direct damage. 


5. I have tried to work this out in good faith with you and the former mortgage holder but have been essentially ignored in that you have delayed your response, saying you needed time to work it out, and then sending a letter dated XX/XX/XXXX that I didnt receive until yesterday, XX/XX/XXXX. 

6. Ive sent numerous emails from within your website. I will no longer use this means of communication as I mistrust your management of these communications. I have no copy of these and I request that you do not destroy these communications. 

7. In your letter, you state that you are mailing statements to me. I have yet to receive one from you. As a courtesy, I sent a payment for the XX/XX/XXXX payment 8. You say I am overdue for my XX/XX/XXXX payment. The payment to XXXX is documented below. I never received a statement/invoice from XXXX XXXX ( as promised when the loan was transferred ) for the XX/XX/XXXX payment so I expect that the XXXX payment ( which I DID receive ) would be transferred to you. 

XXXX XXXX XXXX Pay From XXXX Amount {$3500.00} Withdraw On XX/XX/XXXX XX/XX/XXXX Category Mortgage ELECTRONIC PROCESSED XXXX Confirmation XXXX 9. I never received a XX/XX/XXXX invoice. I paid it as a courtesy based on a statement I found on my online account with you, but that statement/invoice did not show on my account until XX/XX/XXXX. 

10. You state in your letter that invoices/statements are mailed on or around the XXXX of each month. I have yet to receive a XX/XX/XXXX statement/invoice. Unless I receive a statement by mail or by email, I will NOT pay the XX/XX/XXXX amount due. 

11. Unless you want to wade through all these complications for weeks or months to come, I suggest you make my account {$90.00} in my favor as of today, after which I will make the XXXX payment and all subsequent payments. This will be the simplest solution. You MUST get the XX/XX/XXXX payment from XXXX. They cashed the check as noted above. 

Sincerely,

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