Consumer complaint received 2024-05-21
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC (HI)

On XX/XX/XXXX, I called Shellpoint Mortgage Servicing to make a payment to make my mortgage account current, attempting to pay {$10000.00}. I was told that I couldn't make a payment, that I would have to do a bank wire transfer or send a cashier 's check. On XX/XX/XXXX my bank, XXXX XXXX XXXX, sent a cashier 's check from their offices to the XXXX XXXX that I was instructed to use in the amount of {$10000.00}. I received a receipt, with a check number and a transaction number. I messaged Shellpoint with this receipt and asked for confirmation that they received the message with no response. I thought everything was fine, until on XX/XX/XXXX, I received a message that there were late fees on my account and that my account was now in arrears of approximately {$10000.00}. I messaged my bank to make sure that that they had mailed the check and they confirmed that yes, it had been sent on XX/XX/XXXX and that they had confirmation that it was received on XX/XX/XXXX. I both called and messaged Shellpoint and was told that they couldn't find any proof of any attempt at payment but promised to call me back on the following day. I did not get a call back. On XX/XX/XXXX, I received a message that I needed to provide a bank statement, a receipt, and a copy of the cashier 's check. I provided everything except a copy of the cashier 's check ( I didn't have ). I heard nothing. I called on XX/XX/XXXX I called and was told that my account was now {$10000.00} in arrears. I spoke to a supervisor and was told they never received anything and to get a copy of the cashier 's check and " how could your bank have confirmation of delivery at a XXXX XXXX XXXX '' I called my bank, received a USPS confirmation that the cashier 's check was delivered, and I sent this to Shellpoint. I called again. At this point, they admitted that they had received the check and that they'd returned it " to sender '' on XX/XX/XXXX because it was damaged. The guy on the phone said " I don't know why they didn't tell you this ... '' I asked if I'm going to owe all of these late fees and he said " Maybe? Maybe we won't charge you for this? I don't know ... '' I called my bank immediately ( XX/XX/XXXX ) and the returned check has not yet been received and I have to wait until that check is returned before the funds are returned into my bank account so that I can pay Shellpoint. I asked my bank to check the check for " damage. '' Why did it take several days to return a damaged check and why wasn't I notified that this was an issue? Why did I have to call and message many, many times to get an answer? Why are late fees being added? Why did a check that disappeared suddenly turn out to have been damaged and sent back a week prior, but no-one told me? 

A larger concern is that this is an attempt to foreclose on my house by trying to avoid accepting my payment to bring my loan current. I've tried in good faith to pay by giving them my debit card and/or checking account information and they refused. I then sent a cashier 's check, which they " lost '' but it turns out they didn't lose it at all, they returned it, but nobody knew it was returned. And it sounded like on the last call that that note that it was returned because it was damaged was on my file, but no-one told me. When did that note show up? Is this a deliberate delay tactic? Did this note show up when they realized that I had enough evidence to show that the check was delivered on XX/XX/XXXX with the USPS delivery confirmation? 

Late fees on my account are assessed after the XXXX of the month per my loan agreement. My loan payment was received by Shellpoint Mortgage Servicing on XX/XX/XXXX. If the check was indeed damaged, why was I not notified at that point? Why did I have to message and call numerous times all the while they were charging me late fees and having an unpaid mortgage? Why didn't they call me and ask what I wanted to be done with a damaged check? Why was the check not returned until the XXXX and WHERE exactly has it been sent? All I've been told is " return to sender. '' Does that mean my address? My physical address does not receive mail. Did they send it there? Did they send it to the bank? Where?