Consumer complaint received 2021-02-11
Company: Shellpoint Partners, LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Subject : Shellpoint Mortgage Servicing Monthly Harassing Telephone Calls During these past 21 months, this homeowner been been getting monthly harassing telephone calls pertaining to the whereabouts of monthly mortgage payments to Shellpoint Mortgage Servicing. These harassing telephone calls started on the XX/XX/XXXX and continue to this present day ( XX/XX/XXXX ). Shellpoint Mortgage Servicing Customer Service agent, would call the homeowner 3-4 plus time each day until the monthly payment been process by Shellpoint Mortgage Servicing Payment Processing Center, located in XXXX Ohio. The homeowner forwards the monthly payment in the form of XXXX XX/XX/XXXX Cashiers Check, payable to Shellpoint Mortgage Servicing and the check is mailed out the same day the check been issued. For example ; the check may have issue date for XXXX XX/XX/XXXX and is mailed out on XXXX XX/XX/XXXX to the Shellpoint Mortgage Servicing Payment Processing Center, located in XXXX Ohio. The harassing telephone calls from Shellpoint Mortgage Servicing Customer Service agents starts on the same day the check been mailed. These harassing telephone call would go on for the next 2-3-4 days until the payment been posted by the Shellpoint Mortgage Servicing Payment Processing Center. This action by Shellpoint Mortgage Servicing goes on every single month. The homeowner has copies of all the banks cashiers checks dating back to XX/XX/XXXX, when Shellpoint Mortgage Servicing took over this account from XXXX XXXX XXXX. The homeowner is making this complaint, because Shellpoint Mortgage Servicing violated the homeowners rights, by making these harassing payment collection calls, before XXXX of month, when the payment must be received as stated on the monthly mortgage statement. As of this day ( XXXX XX/XX/XXXX ), Shellpoint Mortgage Servicing Customer Service agents has called the homeowner 16 times during the period of XXXX XX/XX/XXXX to XXXX XX/XX/XXXX. For example, on XXXX XX/XX/XXXX the homeowner received a telephone call from a Shellpoint Mortgage Customer Service agent pertaining to the mortgage payment for XX/XX/XXXX. The homeowner informed the Shellpoint Mortgage Customer Service agent, that the mortgage payment for XXXX XXXX was : Bank Cashiers check dated XXXX XX/XX/XXXX and mailed on XXXX XX/XX/XXXX. The homeowner informed the customer service agent TO STOP making these harassing phone calls for the monthly mortgage payment before the XXXX of month for scheduled late payment due date. The homeowner also informed customer service agent, if these harassing telephone calls continue, the homeowner will filed CFPB/AG/XXXX Complaint against Shellpoint Mortgage making harassing calls for the monthly mortgage payment before the monthly late payment due date. Shellpoint Mortgage still continue to make harassing phone calls for monthly payment each month up to the date of 1XXXX XXXX XXXX. On XXXX XXXX XXXX, the homeowner conducted an inquiry of the whereabouts of the XXXX XXXX Cashiers Check, dated XXXX XXXX XXXX, check number XXXX. The homeowner made a visit the bank and place a Stop Payment on check number XXXX and had XXXX XXXX reissue a new bank cashiers check, check number XXXX dated XXXX XX/XX/XXXX and forwarded the replacement check by XXXX XXXX XXXX XXXX to Shellpoint Mortgage Servicing Payment Processing Center, located in XXXX, South Carolina, with a schedule delivery date XX/XX/XXXX. This type of telephone call harassment is totally wrong and is in violation of the homeowners rights. In closing, this homeowner/customer is very disappointed with Shellpoint Mortgage Servicing, how this company treat their customers, who has a good history of making monthly mortgage payments on time and never be late making the monthly mortgage payment. Homeowner is also disappointed with Shellpoint Mortgage Servicing senior leadership handles complaints and concerns when it comes to resolving issues with a customers account. Shellpoint Mortgage Servicing needs to do a better job on how to treat their customers. The homeowner strongly recommend that Shellpoint Mortgage Servicing be liable for there actions towards the homeowner, by making these monthly harassing telephone calls from XX/XX/XXXX to the present XX/XX/XXXX, for a total of 61 telephone calls during the period in question.

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