Consumer complaint received 2020-05-19
Company: Shellpoint Partners, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX our account was sold to and transferred from XXXX XXXX XXXX, to ShellPoint mortgage Servicing. We received a welcome packet and a how to understand your statement packet and account and monthly payment and such. And on XX/XX/XXXX a letter was mailed out and stated we where behind XXXX. And I called and spoke to a representative he said he couldnt tell me what it was for that he had limited access to my account. I called again and no one could tell me anything about past due fees I asked them how do the receive my account info from previous servicing company, they said in spurts ; it all didnt come at once that it can take up to 60 days. Then on XX/XX/XXXX we received another letter for loss of mitigation stating that we owed XXXX, XXXX, I called spoke to XXXX XXXX asked what these charges were for, she said past due fees for legal and other fees ; i asked for what dates and such she said she couldnt see or have access to that info, I do acknowledge that we owed XXXX and XXXX payment, but payed both on XX/XX/XXXX for a total of XXXX, our monthly payment is XXXX. I sent a email too them stating I wanted a complete breakdown of such charges per Mrs.XXXX  on XX/XX/XXXX and have yet to hear from them, I understand they have 30 days to respond, but my concern is they will start foreclosure process. And when I was finally able to long in after weeks of not being able too, I couldnt print a statement to see what charges were for, on my profile its jus says no statements are available and its goin on 3 months now that we been with them, I just want dates and explanation of where and why they say we owe legal fees of XXXX and other fees {$1500.00} which brings to a total of {$5000.00}, that I was able to see and print out on XX/XX/XXXX. And explanation of why after I payed XXXX and XXXX we were put without my acknowledgement or consent on a Forbearance and Deferral plan. After I payed past due months and didnt find out till I called after looking online for a update on my account and seeing that we didnt have to make a payment till XX/XX/XXXX, when I asked Mrs. XXXX, she stated, so you dont want a deferral, I said no why due I need it if were caught up with XXXX and XXXX and just due for this month, and that my only concern is where there getting those legal and other fees from and what could we due to put ahold or stop to loss of litigation process till I get a full explanation of charges. And why and were was XXXX payment not showing on line, where was that money applied too, she said well you payed on XX/XX/XXXX, so it would be too much to go back and do sum thing she stated but cant remember, this company cant give me any breakdown of said charges and the way there shooting off letters. Im fearful there just after our house and after reading of one lawsuit settled in Massachusetts for XXXX and another class action lawsuit filed in XXXX in New Jersey for supposedly illegally-aged debt that was old to look new. And one in XXXX for illegal kickbacks from insurance companys, which they agreed to a settlement. And one in XXXX for illegally refused payments. Im starting to think there just a fraudulent company, If the fees are valid we will gladly pay them, jus give us a breakdown and explanation on said chargeS.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation