Consumer complaint received 2023-02-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
Hello, This is a follow up to complaint filed XXXXXXXX XXXX XXXXXXXX. I had applied for a loan modification with this company. 

I noticed I did not submit documentation with this complaint the last time I filed and I am now attaching documentation to this new complaint. Additionally new information was introduced by the company that raised new issues for this new complaint. 

On or about XXXX I filed for XXXX XXXX XXXX while with a different mortgage servicer named XXXX XXXXXXXX XXXX XXXX I have a fixed rate and at the time the payment amount was XXXX I received a notice from that servicer that the Mortgage was being transferred to another servicer named XXXX XXXX XXXXXXXX XXXX and the payments to that original servicer would be honored un until XX/XX/XXXX ( attached ) this notice stated I would receive all payment info via mail but did not receive it until on or about XXXX. 

On or about XXXX that mortgage company filed a claim of " Pre-petition arreage '' even though I could not make payments over the phone back in XXXX, XXXX due to my bankruptcy status and the online account could not be set up yet. 

After that Hearing I had to make payments towards that " arreage '' amount of XXXX. 

Shorty after that the loan was transferred again to New Rez that account was activated on or about XXXX As I continued making payments now to this new servicer, the payments went up to XXXX with " New Rez/Shellpoint '' and then shortly after that it went up to XXXX with " New Rez '' although I am on fixed mortgage. 

I am continuing to make payments towards the mortgage and " arreages '' now via this " New Rez/Shellpoint. '' all of which was paid by the Bankruptcy Trustee in the following order : Check XXXX, XX/XX/XXXX, {$180.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$320.00} Check XXXX, XX/XX/XXXX, {$130.00}. 

*see attached document sent by my Bankruptcy attorney " Trustee payments 1 and 2 ( redacted ). '' for a total of XXXX. 

fast forward to on or about XX/XX/XXXX I applied for the forbearance offered via the " Cares Act. '' Throughout the act I continue getting statements which I am told was in violation of the act. This whole time this mortgages company is beating the drum of unpaid arreages. 

On or about the end of XX/XX/XXXX as that forbearance period came to an end I applied for a loan modification. My last complaint alleged what happened with that and I am re-alleging herein as well ( attached ). 

In their response to the loan modification complaint New Rez alleges they sent it to my attorney but I had already submitted documentations showing an authorization was forwarded to their company to they could communicate with me directly ( also attached ). 

On or about XXXX, XX/XX/XXXX I filed my CFPB complaint. What I did not include in the complaint were several letters sent to " New Rez '' regarding the loan modification to which I did not receive a response ( attached ). 

On or about XX/XX/XXXX " New Rez/Shellpoint responded to that complaint. 

On or about XX/XX/XXXX with the help of a loan counselor calling to ask them what was going on, the company made an offer to the loan offer to the loan counselor. The counselor then assisted me in requesting the offer in writing ( attached ) but they would not reply. 

During this response the company sent a letter letter informing me that I may have " rights. '' In the same letter the company provided a XXXX XXXX XXXX XXXXXXXX XXXX XXXX. However prior to that their statements always read XXXX XXXX XXXX XXXX XXXX XXXXXXXX. And during the latter part of the Load Mod request the address read a different address of XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX. Recently They fully switched the address to the XXXX XXXXXXXX XXXX XXXXXXXX address ( see all attached statements ). The new XX/XX/XXXX statement shows several waived inspection fees... Another reason why I need the notice of error/information request. I need to see what is going on with my account because I have about had it. 


Due to continued discrepancies on the billing, on or about XX/XX/XXXX I sent a notice of error request to the mortgaging company ( attached ). 

Another request was submitted XX/XX/XXXX, ( attached ) a new request was sent XX/XX/XXXX ( attached ) and the last notice of error request for information was sent XX/XX/XXXX. 

nothing has been received from this mortgage servicer.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation