Consumer complaint received 2024-10-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
XXXX XXXX, XXXX at XXXX, I called my new mortgage loan lender XXXX XXXX XXXX XXXX  ( that my property was transferred to ), to pay my XXXX mortgage and the gentleman of XXXX XXXX XXXX told me I had until the XXXX, then the gentleman told me I owe {$380.00} for appraisals done on my house ( unbeknownst to me ) by the previous mortgage lender Shellpoint Mortgage Servicing . I told the gentlemen of XXXX I was unaware of appraisals done on my property/home, I didn't request appraisals, and I didn't authorize any appraisals for my house. The gentlemen of XXXX XXXX XXXX  told me that Shellpoint Mortgage Servicing did the appraisals in XXXX, and maybe the appraisals were done to see if I still live in my house. I told the gentleman of XXXX I never moved no where. That same day XXXX XXXX, XXXX at XXXX XXXX  I called Shellpoint Mortgaging Service and gave XXXX XXXX my account number. XXXX XXXX XXXX of Shellpoint Mortgage told me she does see appraisals for {$380.00} but Shellpoint Mortgage Servicing DOESN'T make homeowners pay for appraisals they do on the properties. XXXX XXXX said maybe Shellpoint might have sent that info in error during the transfer of the property to XXXX XXXX XXXX. I told XXXX XXXX XXXX of Shellpoint Mortgage can she, and her supervisor XXXX or XXXX XXXX, please send a letter to XXXX XXXX XXXX stating what she had just told me, " that I ( a homeowner ) don't owe nothing because Shellpoint Mortgage don't make homeowners pay for appraisals ''. XXXX XXXX XXXX replied, " sorry, they can't do that ''. XXXX XXXX of Shellpoint Mortgage told me to do a dispute with the new mortgage lender that they had transferred the mortgage loan over to ... XX/XX/XXXX at XXXX I called XXXX XXXX XXXX  back and XXXX XXXX XXXX XXXX told me that I WILL HAVE TO pay the Shellpoint Mortgage Servicing appraisals of {$380.00} even though I didn't request it, the mortgage late payment of {$21.00} that I paid in error to XXXX was put towards Shellpoint Mortgage appraisal fee, the appraisal fee is now {$410.00} because the longer I wait to pay it off there is interest added on, I can't do no little by little monthly payment to pay the appraisal off, the appraisal has to be paid in full, I can't dispute the unknown unrequested appraisal fee, and she'll send to me mortgage documents in the mail. I received the XXXX XXXX XXXX documents by mail and some of the pages are extremely too small to read. It's frustrating, its stressful. Bad enough my home had been transferred 3 times, but this is wrong to make me pay for appraisals I didn't request or know about. If these mortgage lenders can communicate with each other to transfer properties and loans then they can communicate to each other to put something in writing and/or requesting something in writing that I ( the homeowner ) don't owe nothing for these unknown appraisals done before the transfer or transfers.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation