Consumer complaint received 2020-08-22
Company: Shellpoint Partners, LLC
State: MN
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
XXXX : Took out a Heloc loan on my home, interest only. 
XXXX : XXXX sold loan to Shellpoint Mtg. 
During the transfer, I was told that I was 2 months behind on my payment even though I had always made monthly payments. XXXX found one of the payments, posted to the wrong account but did not find the other one. The loan got transferred to Shellpoint with a 1 month delinquency. My monthly payment was {$150.00}. It appears XXXX transferred the lost payment to Shellpoint in XX/XX/XXXX but Shellpoint never posted it. During the time this is happening, I became frustrasted and quit making payments until it was resolved. Shellpoint had me do 3 hefty monthly payments to get caught up, which I made and made timely. I have made a monthly payment in excess of the amount due every single month. Shellpoint started returning my payments in XXXX. They now say that I am delinquent in the amount of {$1100.00}. I requested a statement on many occasions and finally received one that is impossible to understand even though I have been a full charge bookkeeper my entire working career. I did notice however that they have assessed {$400.00} in various different fees. I filed bankrupty against this loan in XXXX and did not reaffirm the loan so my understanding according to the bankrupcty attorney is that they are not permitted to access any fees. I had tried to refinance my first mortgage with my HELOC and was unable to do so because of Shellpoint. Now after paying interest on this loan since XXXX, they are trying to foreclose on my home of 26 years. The breakdown follows : Payments they refused, XXXX, XXXX, XXXX XXXX = {$600.00} Payment not posted from XX/XX/XXXX= {$150.00} Miscellaneous fees= {$400.00} They claim I am in arrears of {$1100.00} s of XX/XX/XXXX and will start forclosure on XX/XX/XXXX. 
I do not know what to do ... ..I have the {$600.00} that I show I owe. 
I have requested access to my Shellpoint online account numerous times with no response or a response that does resolve the issue. 
I have been called dozens and dozens of times and have asked that all communication go through my work email so that it is documents and they still just keep calling. 
I have lost count of the times I have tried to get information via email and their online email without response. 
Shellpoint reported me to XXXX. 
Shellpoint has assessed late fees, title fees, XXXX fees, XXXX fees, mailing fees ; appraisal fees, etc. 
XXXX : Took out a Heloc loan on my home, interest only. 
XXXX : XXXX sold loan to Shellpoint Mtg. 
During the transfer, I was told that I was 2 months behind on my payment even though I had always made monthly payments. XXXX found one of the payments, posted to the wrong account but did not find the other one. The loan got transferred to Shellpoint with a 1 month delinquency. My monthly payment was {$150.00}. It appears XXXX transferred the lost payment to Shellpoint in XX/XX/XXXX but Shellpoint never posted it. During the time this is happening, I became frustrasted and quit making payments until it was resolved. Shellpoint had me do 3 hefty monthly payments to get caught up, which I made and made timely. I have made a monthly payment in excess of the amount due every single month. Shellpoint started returning my payments in XXXX. They now say that I am delinquent in the amount of {$1100.00}. I requested a statement on many occasions and finally received one that is impossible to understand even though I have been a XXXX XXXX XXXX my entire working career. I did notice however that they have assessed {$400.00} in various different fees. I filed bankrupty against this loan in XXXX and did not reaffirm the loan so my understanding according to the bankrupcty attorney is that they are not permitted to access any fees. I had tried to refinance my first mortgage with my HELOC and was unable to do so because of Shellpoint. Now after paying interest on this loan since XXXX, they are trying to foreclose on my home of 26 years. The breakdown follows : Payments they refused, XXXX, XXXX, XXXX XXXX = {$600.00} Payment not posted from XX/XX/XXXX= {$150.00} Miscellaneous fees= {$400.00} They claim I am in arrears of {$1100.00} s of XX/XX/XXXX and will start forclosure on XX/XX/XXXX. 
I do not know what to do ... ..I have the {$600.00} that I show I owe.

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