Consumer complaint received 2025-06-02 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: CA

Complaint narrative:
Timeline of Events and Disputed Payments : - XX/XX/year> : Our mortgage was originated by XXXX XXXXXXXX, with the first monthly payment due on XX/XX/year>. 

- XX/XX/year> : We made our first mortgage payment of {$8700.00} to XXXX XXXX, well in advance of the XX/XX/year> due date ( payment receipt attached ). 

- XX/XX/year> : We received a transfer letter ( attached ) indicating our loan would be transferred to Shellpoint effective XX/XX/year>. 

- XX/XX/year> : We received a revised transfer letter ( also, attached ) indicating the exact same information as the one we received on XX/XX/year>. 

- XX/XX/year> - XX/XX/year> : We repeatedly attempted to access our Shellpoint account online and via phone, but were unable to, as the account was not active or accessible. Phone agents could not be reached without an active account. 

- XX/XX/year> : We attempted to call the Shellpoint phone number listed on our loan transfer letter from XXXX XXXX, only to find that the number was disconnected. We then independently sourced a new Shellpoint number but were still unable to speak with an agent without an active account. 

- XX/XX/year> : Due to the inability to access our Shellpoint account, we made our XX/XX/year>, monthly payment of {$8700.00} to XXXX XXXX  consistent with our payment history ( payment receipt attached ). 

- XX/XX/year> : We received a call from Shellpoint informing us our account was opened. We immediately informed your representative that prior payments had been made to XXXX XXXX. 

- XX/XX/year> : We contacted XXXX XXXX, who confirmed our loan was sold after our XX/XX/year> payment was made and that our XX/XX/year> payment would be forwarded to Shellpoint. XXXX XXXX affirmed that Shellpoint should recognize the XX/XX/XXXX payment. 

- XX/XX/year> : We again contacted Shellpoint, speaking with a XXXX who stated they would contact XXXX XXXX directly to resolve the discrepancy. 

- XX/XX/year> : We received a letter from Shellpoint informing us of a delinquent status and offering " payment assistance '' with a reference to foreclosure avoidance. This notification was inaccurate and highly distressing, given our diligent and timely payments. 

- XX/XX/year> : We received a debt collection call from Shellpoint. During a lengthy conversation with " XXXX XXXX, '' it became evident that Shellpoint 's systems were incorrect. XXXX XXXX also revealed that our prior complaint had been closed prematurely with a note stating we had not provided " proof of prior payment, '' despite Shellpoint never requesting this documentation from us. XXXX XXXX advised us to upload supporting documentation to your customer service portal. 

- XX/XX/year> : We obtained payment receipts from Synergy XXXX for both our XX/XX/year> and XX/XX/year> payments and attempted to upload them via Shellpoint 's customer service portal. 

- XX/XX/year> : Your system erroneously applied our XX/XX/year> payment ( received and posted on XX/XX/year> ) to our XX/XX/year> payment, instead of the correct XX/XX/year> payment. 

- XX/XX/year> & XX/XX/year> : Subsequent calls to Shellpoint revealed that our complaint was still " under review '' and, critically, that the receipts we submitted on XX/XX/year>, were allegedly never received through your customer portal. Furthermore, a note in your system indicated our account reflected prior payments from XXXX XXXX would be updated on XX/XX/year>. 

- XX/XX/year> : I am now unable to make my XX/XX/year> payment as it will undoubtedly be incorrectly applied to the XX/XX/year> payment, which was already made. If I attempt to pay, your system intends to apply it to the next XXXX monthly payments, compounding the error. 

Concerns Regarding Shellpoint 's Servicing Practices and Potential Regulatory Violations : - Improper Debt Collection & RESPA Violations : Shellpoint has initiated debt collection efforts, including " mini-Miranda '' warnings on calls, and issued delinquency notices and foreclosure assistance offers. These actions were taken during the 60-day grace period for mortgage transfers under the Real Estate Settlement Procedures Act ( RESPA ) and while a dispute was, or should have been, open and under review. This conduct is in direct contravention of RESPA guidelines, which protect consumers during loan transfers. 

- Failure to Communicate & Investigate Complaints Adequately : Shellpoint repeatedly promised follow-up communication regarding my dispute but failed to deliver. Most egregiously, my complaint was closed without any contact or request for documentation from your end, citing a lack of proof that was never requested prior to closure. This demonstrates a clear failure to conduct a reasonable investigation of my dispute as required by law. 

- Defective Customer Service Portal : The functionality of Shellpoint 's customer service portal is severely deficient. I was informed on XX/XX/year>, that documentation successfully uploaded on XX/XX/year>, was never received. Furthermore, the portal forces page reloads, making submissions difficult, and on XX/XX/year>, it would not allow attachments to complaints. This hinders the ability of consumers to submit necessary documentation, communicate effectively, and evidence prior communication was submitted to Shellpoint. 

- Inability to Initiate Secure Communication : On XX/XX/year>, I requested Shellpoint initiate a secure message thread to allow me to submit receipts, as customers can not start these threads. This request has not been fulfilled, further impeding my ability to provide critical information securely.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation