Consumer complaint received 2015-10-09
Company: Shellpoint Partners, LLC
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I successfully completed a home modification with this company in XX/XX/XXXX. They sent me a modification to be signed and notarized, to be returned to finalize the modification. When I received the modification, the payment was substantially more than what the trial payment was. I called them immediately as a payment was due, and told them I was sending the trial plan payment, and was told that they will not accept any payment other than what was in the modification and that I should call my account manager. I called no less than XXXX times to the account manager, never to receive a call back in 9 months regarding this issue. I continued to call to resolve this with their customer support and was still told they will not accept any payment other than what they wanted. With no response from the account manager, I wrote a letter to the company disputing the new payment and received a response in XX/XX/XXXX that this is the best they can do. I called several times regarding the refusal of the payments from XXXX, XXXX and XX/XX/XXXX and was told that this would be handled in the modification and that I needed to sign it, and the account manager is who I needed to talk to. I emphasized and they agreed that when I sign the contract I would be starting with a clean slate. With no returned call, believing what their customer support had told me, I signed the contract and returned it to them. As soon as they received the contract, I am now in arrears of {$2700.00} for XXXX payments, as they are saying they would never refuse a payment. I have called continuously to resolve this and never get to talk to the same person. Most of the calls I have made, I explain the issue again and they ( customer support ) agreed this should not have happened and will forward the issues. I have been hung up on, disconnected, and never a return call. As of XX/XX/XXXX when I signed the contract I have not missed a payment. I sent my XXXX payment in XXXX only to see they returned my check. I called to talk to my account manager right away with no response, and the person I talked to said I needed to talk to the Supervisor for XXXX XXXX loans. I called him 3 times and left messages with no response. I finally received a call from my account manager 3 days ago, after 9 months of no return calls and was told that his supervisor told him to call me. He told me I missed those payments and no one from their company would ever refuse a payment. I asked him why his company refused my XXXX payment and he told me that until I pay {$2700.00} they will not accept my mortgage payment. I then reminded him that he just told me his company would never refuse a payment. I told him that this {$2700.00} should have been included in the modification as it occurred before the contract was signed. I never disputed that I owed it, only that it was an issue before I signed the contract and should have been included. No one ever contacted me before I signed and told me this would not be included. I asked him directly as to why this was never brought up before I signed the contract, as I wanted a clean start and would never sign a contract only to be in arrears immediately. No answer for my question. Again he told me they will not accept a current mortgage payment until I pay {$2700.00} and this was the only way to " fix it ''. He just did what he said his company would never do. He says now I 'm 4 months behind ( 3 from before the contract was recorded and 1 from XX/XX/XXXX ) due to the fact they refused my recent payment. I told him this felt quite predatory as they slid this in after I signed the contract and he did n't respond. The conversation ended with no results other than a refused mortgage payment.

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