Consumer complaint received 2024-12-24 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
I am writing to formally dispute a foreclosure notice I recently received from Shellpoint Mortgage Servicing. In XX/XX/XXXX, Shellpointbegan servicing my Home Equity Line of Credit ( HELOC ). At that time, my principal balance was XXXX. I have retained copies ofmonthly statements from XXXX onward, none of which indicate any outstanding payment. Despite having a XXXX balance, I recentlyreceived a Notice of Foreclosure from Shellpoint. Upon inquiry, Shellpoint claimed that the {$900.00} charge was for interest accrued XXXX closed loan. I vehemently deny requesting or authorizing the closure of my HELOC. I have not signed any documentation related tosuch a closure. I have attempted to resolve this matter with Shellpoint through multiple phone calls and emails, but to no avail. I havebeen unable to obtain a clear explanation for the charges or the foreclosure notice. I kindly request your immediate intervention toinvestigate this matter and take appropriate action. I believe that Shellpoint 's actions are unjust and have caused me significantdistress. Attached are my statements from XX/XX/XXXX for : XXXX number XXXX : This statement shows no payment due and no outstanding balance. I am therefore perplexed as to how they have calculated interest on a XXXX balance. Loan number XXXX : This statement also indicates no payment due or interest due, with a XXXX principal balance. I am unable to understand the source of the alleged interest payments. I have had multiple phone conversations with Shellpoint representatives, during which I was initially informed that these payments were fees. As my fees were paid at closing, I inquired further. Shellpoint then claimed these overdue items were interest payments. However, when I pointed out the absence of any principal balance, they reverted to calling them fees again. I have recorded phone calls with Shellpoint representatives where they explicitly stated that I no longer owe any money and that the issues have been resolved. These recordings are attached to this email. During these calls, Shellpoint acknowledged an error and confirmed that the issue had been rectified. Despite these assurances, I continue to receive letters at my residence. Furthermore, my tenants have also received letters regarding loan number XXXX, stating that the loan is overdue. These letters were sent after my conversations with Shellpoint, where they confirmed the resolution of the issue. Consequently, my tenants are now expressing concerns about potential eviction and are withholding rent payments. This ongoing situation is causing me significant stress, impacting my sleep, and negatively affecting my health. The persistent harassment through these letters is also disrupting my business operations. I have attempted to resolve this matter by working with Shellpoint, but my efforts have been met with a lack of responsiveness. I am also reaching out to the Consumer Financial Protection Bureau and filing a complaint with them. Therefore, I request that Shellpoint promptly provide me with the contact information for their Legal Department, including their email address, phone number, and mailing address.

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