Consumer complaint received 2016-12-08
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
This is a formal complaint against Shellpoint Mortgage Servicing and XXXX for predatory lending practices and discrimination against me as an XXXX and a female homeowner. I was told by Shellpoint that XXXX holds the mortgage on my property. I was paying my {$1600.00}. mortgage as agreed when I experienced financial difficulties. The alternator in my car stopped. It was a very expensive replacement. A few weeks later I fell XXXX. Because my insurance does not pay for XXXX doctor 's visits, I pay out of pocket. I asked Shellpoint for assistance. When the alternator went out, one payment was put to the back of my loan. Weeks later, the shoulder injuries and mounting medical bills occurred. I asked for additional assistance. I continued to make mortgage payments to catch up. I was bringing my account current. On XXXX XXXX, XXXX, I paid {$620.00} through my bank. On XXXX XXXX, XXXX I paid {$1000.00} to make a payment of {$1600.00}. I 'd previously paid incrementally and XXXX always accepted the payment. On XXXX XXXX, XXXX, a Shellpoint representative discussed with me a repayment plan of {$2500.00} a month starting in XXXX through XXXX. In XXXX XXXX, I 'd resume regular {$1600.00} payments. She said she 'd have XXXX XXXX XXXX call me to further discuss this option. In good faith, I continued to make my payment of {$620.00} on XXXX XXXX, XXXX to catch up, and a {$1000.00} payment on XXXX XXXX, XXXX. I received a bank notice on XXXX XXXX, XXXX that my payment of {$1000.00} had been returned. Shellpoint informed me that I 'm on a payment plan. I 'd discussed a plan with Shellpoint on XXXX XXXX, XXXX, but the terms had not been finalized. On XXXX XXXX, XXXX, a Shellpoint rep said I 'd pay {$2500.00} a month through XXXX XXXX, and would have until the XXXX each month to pay. I said fine and asked to include the {$620.00} I paid on XXXX XXXX, XXXX. The {$620.00} would assist me with paying {$2500.00} on XXXX XXXX, XXXX. The rep told me the {$620.00} would sit in unapplied funds. But, he 'd ask XXXX XXXX XXXX if the {$620.00} could be applied to the {$2500.00}. I spoke with XXXX XXXX on XXXX XXXX, XXXX. She said I 'd have to pay {$2500.00} by XXXX XXXX, XXXX to show one lump sum payment. I explained that I had {$2000.00} and needed the {$620.00}. XXXX XXXX said I could not include the {$620.00} and referred my request to XXXX XXXX XXXX, who called me the evening of XXXX XXXX, XXXX. She also said I could n't use the {$620.00}, saying the {$620.00} reduced the repayment amount to {$2500.00}. That is not true as the rep on XXXX XXXX, XXXX stated the repayment plan would be {$2500.00} a month before I paid {$620.00}. Despite this claim, I said I would agree to somehow have the {$2500.00} by XXXX XXXX, XXXX. Then XXXX XXXX changed the agreement, became angry and yelling at me by stating that I can pay {$2500.00} by XXXX XXXX, XXXX. However, I 'd have to pay another {$2500.00} on XXXX XXXX, XXXX. I explained XXXX XXXX and other representatives informed me that I could make a {$2500.00} payment by the XXXX of each month. XXXX XXXX said, " No, '' saying I now need a more than {$3000.00} down payment to move forward with {$2500.00} a month. XXXX XXXX taunted me and continued to change the figures while we talked. Shellpoint, nor XXXX was willing to help me bring my account current. Shellpoint took my {$620.00}, did not apply it to my account, returned a {$1000.00} payment and purposefully forced me into three to four missed payments. These are predatory lending practices against me as an XXXX and a female is an attempt to force me into foreclosure and lose my home. On XXXX XXXX, XXXX, I again attempted to make a full payment of {$1600.00}. Shellpoint Mortgage Servicing returned that payment to my bank 10 days later.

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