Consumer complaint received 2016-09-13 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
Since XXXX XXXX Shellpoint XXXX XXXX had been reporting that our mortgage account was past due. They claimed we missed mortgage payments but refused to provide us the dates of the alleged missed payments. Despite six months of requests, countless hours on the phone with Shellpoint Customer Service Agents and numerous written requests from both myself and my wife. Shellpoint simply refused to give us the dates which would allow us to provide evidenced we did not miss any payments on our mortgage. In an act of desperation, I submitted a complaint to the CFPB ( Case number : XXXX ) and only then did Shellpoint finally sent us a letter with the dates of XXXX payments they claimed we allegedly missed. I am so very grateful to the CFPB for intervening and forcing Shellpoint to respond. Now I am able to refute their claim and prove those payments were made. Please refer to the attached Shellpoint letter claiming I missed payments on XXXX XXXX, XXXX and on XXXX XXXX, XXXX. As evidence I made these payments please now refer to my attached XXXX Bank statements which clearly and unambiguously show these payments were made and they were made on time. The attachment labeled " XXXX XXXX & XXXX XXXX Payments '' contains copies of my XXXX Bank statements in chronological order covering the period XXXX XXXX thru XXXX XXXX, XXXX. The first statement details my XXXX XXXX payment to XXXX which was paid and posted XXXX XXXX via Electronic Withdrawal ( XXXX XXXX ) in the amount of {$2100.00} which is not disputed but included as a baseline. The very next statement in that attachment is for the period XXXX XXXX thru XXXX XXXX and clearly shows I made my XXXX XXXX payment in XXXX installments XXXX via Electronic Withdrawal to XXXX with the first installment in the amount of {$1900.00} being paid on XXXX XXXX, XXXX XXXX XXXX XXXX ) and the second in the amount of {$210.00} being paid on XXXX XXXX, XXXX ( XXXX XXXX ) together totaling XXXX installments equal {$2100.00} and were paid before the late date. The attachment labeled " XXXX XXXX XXXX Payment '' is for the period XXXX XXXX thru XXXX XXXX, XXXX and clearly shows I made my XXXX payment via Electronic Payment which I rounded up to the amount of {$2300.00} on XXXX XXXX, XXXX XXXX XXXX XXXX ). 

The fact is that I am not behind on my payments but rather I 'm ahead of them as more often than not I round up my monthly mortgage payments. I have every statement showing every payment I 've made to both XXXX and Shellpoint since the inception of my loan modification. Never once while XXXX was servicing my mortgage did they indicate, communicate or accuse me of having missed or was even late on a single payment. 
It appears as though Shellpoint has been adding fees to the balance of my loan which have never been listed on my mortgage statements but are listed on the Loan history which I highlighted below the Shellpoint letter. XXXX of these is listed as " Attorney Fee Disb '' to XXXX XXXX in the amount of {$450.00} and lists no explanation for this fee whatsoever. I want an explanation of what this and the other fees are for. 
In the letter signed by XXXX XXXX of the Shellpoint Compliance Dept. she provided her direct telephone number ( XXXX ) but in the last month not once has she answered her phone which goes to voice mail which she has not even bothered to answer. Dealing with Shellpoint is like trying to talk to a stone wall.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation