Consumer complaint received 2020-08-31
Company: Shellpoint Partners, LLC
State: UT
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
ORIGINAL ISSUE In pure frustration, and not knowing where to turn, we are soliciting your help with a Home Equity Line of Credit issue weve been trying to resolve on our own for over a year and a half with XXXX/Shellpoint Mortgaging Servicing, with no success. 

XX/XX/XXXX, XXXX, changed our account number from : XXXX, to XXXX, and as outlined in their letter to us, reassured the payment would be applied to the correct account number. 
Our XX/XX/XXXX payment of, {$270.00}, cleared our bank on, XX/XX/XXXX. However, this payment was never applied to the correct new/old account. Resulting in, XXXX reporting a failed payment. 
On XX/XX/XXXX, spoke to XXXX representative, Mr. XXXX, who was able to identify the problem, and reassured us this issue would be resolved, and any late charges and penalties associated with this incident would be corrected. 
Item C : Consequently, in Good Faith, we continued to make our monthly payments based on our XX/XX/XXXX phone conversation with Mr. XXXX reassuring us the issue stated above would be resolved. 
Dated XX/XX/XXXX, received a letter from XXXX stating we were owing, {$580.00}. Which prompted us to make yet another call to XXXX, to try to resolve this issue. Spoke to representative, XXXX, she explained, the {$580.00}, were the late charges/penalties, plus the {$270.00} payment that was not applied to our account on, XX/XX/XXXX. Our XX/XX/XXXX payment of, {$300.00}, cleared our bank on, XX/XX/XXXX. Again, we were reassured the issue had been identified, and would be resolved. 
Because the payment issue that originated in XX/XX/XXXX was still not resolved, on XX/XX/XXXX, we a sent via certified mail, a Qualified Written Request to have the proper/formal research performed on our account to assist in the matter of resolving this issue. USPS Tracking stated, it was delivered on, XX/XX/XXXX. 
Dated XX/XX/XXXX, received a Notice of Intent to File Notice of XXXX. On XX/XX/XXXX, we once again, called XXXX, and spoke to representative, XXXX. Yet again, the original issue, stemming back in XXXX, XXXX, when XXXX changed account number, was identified, and promised the issue would be corrected. 
Yet again on XX/XX/XXXX, we received yet, another Partial Payment letter from XXXX. On XX/XX/XXXX spoke with another XXXX representative XXXX. 
XXXX letter dated, XX/XX/XXXX, after all these month finally agreed to look into the matter. 
Letter from XXXX dated, XX/XX/XXXX, XXXX acknowledged, receiving our Qualified Written Request and stated, they would respond no later than XX/XX/XXXX. XXXX XXXX came and went with no response to our Qualified Written Request. 
XXXX letter dated, XX/XX/XXXX, XXXX acknowledged, receiving us, orally denying, disputed or challenged XXXX  claim that we owe the above-reference debt. 
Letter to XXXX dated XX/XX/XXXX, to serve as formal notice that XXXX and or its representatives are not to contact me or any of my family or associates. Collection calls continued as follows : o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX In XXXX, XXXX, we sent a letter to the XXXX Legal Department, outlining the original problem, fulfilling XXXX request in their XX/XX/XXXX letter above, and the steps we have had to resort too. Letter from XXXX dated, XX/XX/XXXX, XXXX acknowledged receiving on, XX/XX/XXXX, our letter in response to their XX/XX/XXXX. 
Item M : letters from XXXX dated, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, all stating their investigations in this matter has not been completed. 
Meanwhile, throughout this time, believing XXXX would follow through with their promise and reassurance, that the original issue with our account would be resolved and brought current, we continued to make our monthly payments with XXXX. 
Item N : Still having violated our request for Qualified Written Request, and our Cease and Desist letter request, we received a letter from XXXX dated, XX/XX/XXXX, stating our account was being transferred to a new servicer. 
As of XX/XX/XXXX, please keeping in mind, it has now been over a year, and the simple payment issue with our account had still not been resolved. The Qualified Written Request in XX/XX/XXXX, was never fulfilled, and The original XX/XX/XXXX issue with the account never having been resolved by XXXX, was now being passed to another servicer. 


SHELLPOINT Mortgage Servicing Having denied said debt with XXXX, and XXXX never proving we owed said debt, was now being passed on to Shellpoint Mortgage Servicing. 

XXXX XX/XX/XXXX, and XX/XX/XXXX statements both show payments received. 
On XX/XX/XXXX, sent a letter to Shellpoint, explaining the situation, and offering a reasonable settlement : I would be willing to pay the balance within 30 days, minus the penalties. 
Our check to XXXX dated XX/XX/XXXX in the amount of {$300.00}, was returned on XX/XX/XXXX, by XXXX, with a letter dated, XX/XX/XXXX stating our account was 90 days overdue. To date, Shellpoint has not acknowledge, or have not made any effort to address my offer in Item O, and provide any fair offer of their own. 
In XX/XX/XXXX, we sent via regular mail, a request for Qualified Written Request, and requested all phone calls cease. 
Shellpoint letter dated, XX/XX/XXXX, acknowledging they received our XX/XX/XXXX written request ; however, did not address our request to cease and desist. 
On, XX/XX/XXXX Registered letters to Shellpoints XXXX, MI office ( received Certified Mail Receipt XX/XX/XXXX ), and the XXXX XXXX office in New York ( received Certified Mail Receipt XX/XX/XXXX ). In that same letter requesting the Qualified Written Request, it also included do not contact me, my family, or associates by phone ( mail only ). Phone calls from Shellpoint continued as follows : o XX/XX/XXXX XXXX XXXX o XX/XX/XXXX XXXX XXXX  o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX o XX/XX/XXXX XXXX XXXX failed to address and resolve, a simple payment issue, and we feel they failed to comply with the Fair Debt Collection Practices Act, as outlined above. In addition, Shellpoints unwillingness to work with us to resolve this issue, and failure to cease and desist, until we filed a complaint with the XXXX XXXX XXXX on, XX/XX/XXXX, We feel, Shellpoint has also failed to comply with the Fair Debt Collection Practices Act.

Company response to consumer: Closed with explanation