Consumer complaint received 2024-11-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: CT

Complaint narrative:
My loan was transferred from XXXX XXXX to Shellpoint Mortgage Services. Shellpoint Mortgage had the number of my mailing address wrong so I did not receive documentation to tell me that my loan was transferred. They also had my phone number wrong, so I did not receive any calls if they were made. I called XXXX XXXX bc my payments werent coming out automatically and I was concerned. They informed me that the loan was transferred to Shellpoint and they would reach out to me by mail and/or email. I did finally receive an email from shellpoint in XXXX, I tried to access my account online as suggested but they required an account number. I didnt know what my account number was bc I never received anything in the mail with that information. Therefore I was never able to complete the online process or even get past the first online screen. I received my first my letter from Shellpoint stating I needed to pay XXXX by XX/XX/XXXX at the end of XXXX. This is how I noticed that my address was not correct but at least I now had an account number on that letter so I was able to actually access my account online. I tried to log in and make a payment but I was only given the options to either request a refinance or apply for some type hardship. I was not allowed to make a payment bc of how far behind I was. I sent them an email through that website explaining that I want to submit payment but I ended up applying for a hardship only bc it was the only option besides refinancing and I was hoping that it would take me to a payment page since those were the only options provided but I actually did have the payment of XXXX. No one responded. No email and no phone call. I did changed my phone number and my address online through their website bc if they were trying to reach me, they had the wrong information. I gave it a few days and then submitted payment directly from my bank since I finally had the information necessary to actually submit a payment and my anxiety was through roof at this point and I was not getting a response ( XXXX XXXX XXXXXXXX account ) confirmation # XXXX in the amount of XXXX ( the total amount past due ). I emailed them again through their website letting them know payment was sent on XX/XX/XXXX and explaining what happened. All my previous emails were still in the inbox stating pending review. When I logged on again later that day to check to see if i received any response or if the email statuses had changed at least, as soon as I logged in a red error-type message appeared stating my account was in legal status. I have not received any foreclosure documents, I have not been served and I have been trying to make payments but no one has responded to me. This is an unfair practice. My mailing address and my phone # were not even accurate. Im not sure what else I was supposed to do to make payments. I took the extra step to send payment directly from my bank to them bc that was the only thing I could think to do since no one has responded to me. Any help you could provide would be appreciated. I should also note that I work in a maximum security facility, so I dont usually have access to a personal phone to call them during their business hours.

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