Consumer complaint received 2020-04-07
Company: Shellpoint Partners, LLC
State: GA
Product: Debt collection
Sub-product: Mortgage debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
Over the years our Mortgage Company has transferred our Mortgage to another Company. The last change was to XXXX who evidently is in bankruptcy. Not sure. Tried to call them but the answering machine said due to the sale of assets we are not taking any calls. Refer to your goodbye letter. We received this letter on XX/XX/2020. Letter states Notice of Servicing Transfer. States the servicing of your mortgage account is being transferred effective XXXX with your payment due XXXX. This means that after this date, a new servicer will have the right to collect your mortgage account payments. We made our last payment to XXXX XX/XX/2020. Shellpoint Mortgage Servicing will collect your payments going forward. 

On XX/XX/2020, we received a letter from Shellpoint Mortgage Servicing stateing they are pleased that the owner of your mortgage. Anytime after or on XXXX they were now taking over Mortgage Paymnets. I went online and set up to have automatic payments made. I chose to have them take out our Mortage payment on XXXX. They sent me a letter stating the confirmation of my authorizing monthly payments drafts and the first payment amount would be % XXXX which is the amount of our Mortgage. So they took out that amount on the XXXX of XXXX, and it cleared the bank. 

On XX/XX/2020 we received a Mortgage Statement of Amount Due, and the total was $ XXXX which was and added charge on the payment. {$6.00} which was a fee for an overdue payment. Didn't make sense since the money was already taken out on the XXXX of XXXX for the right amount of {$550.00}. My husband called and waited on the phone for over 1 hour on hold before a girl name XXXX came on to help him. He explained the situation to her and she even admitted that there shouldn't have been an extra charge. Then she said she would have to transfer him to the billing deparment. Another 1/2 hour wait before XXXX XXXX came on the phone. Not sure I spelled his last name right. My husband went through the whole thing AGAIN stating we didn't owe the money that we were not late with our payment as it wasn't even XXXX XXXX yet. He stated that it wasn't an overdue payment amounth that it was a fee. 

He explained that XXXX charged a fee. That is when I took over the conversation. I told him we were NOT paying the {$6.00} for a fee we didn't owe. Letter stated overdue payment. I told him I didn't car what XXXX charged that he needed to go after them for the {$6.00} fee since we owed them nothing. Our Mortgage was paid on time always. He set we are a debt collector and I said I didn't care we didn't owe the debt. I know this is a small amount but we are not paying the money since it is not ours to pay. I asked to speak to a supervisor and of course I couldn't and was on for a while and I did lose my temper as he wouldn't give me a supervisor. I used my cell phone to call XXXX while still on the phone with him to tell XXXX why the fee since we have had 3 different companies over the years take our Mortgage Payments, but they were not taking calls. 

This is where we stand. We are not paying the {$6.00} and we sent the invoice back to them stating that we are not paying the fee since our Mortgage was paid on time. Hope you can help us. I know this is a small amount but I bet they are doing that to every customer that they took over from XXXX. If you need documentation I can provide it.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation