Consumer complaint received 2024-10-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: MI

Complaint narrative:
Ever since my husband had his XXXX in XXXX, i have taken over payments. Paid more each month asking for the additional be applied to Principal. Every month they did not and keep putting it in some unapplied account instead and when it reached a full payment would apply it to the next payment due. Also I had to have him file bankrupt due to some unexplainable things before and leading up to his XXXX. Doctor thinking some early signs of XXXX. He stopped making payments in XXXX. I found this out after his XXXX in XXXX and almost lost my house. This never went to bankruptcy, even though the mortgage company insisted it had. They got a notice that XXXX of the parties involved filed for. I borrowed money to catch up the mortgage. Since then, I have paid most months {$1000.00} on a mortgage that payments are {$570.00} asking the additional be applied to principal. XXXX and the check itself and on the billing statement stub that was returned with each check. I have kept my payments up to date and they have applied enormous amounts of Legal fees and other fees. which no one can explain the what the " other fees are '' In XXXX I have sent them a total of {$3700.00}. Check # XXXX for {$1000.00} to apply additional to Principal, which it was not. Check # XXXX for an additional {$1000.00} hoping maybe if i sent only for Principal check they might apply it correctly. They are saying the never received that check had me fax a copy of the returned check from the bank to them, which we did on the XXXX of XXXX. They still have not credited it nor can they tell us anything about it. Then i sent an additional check # XXXX for the XXXX in fees they said we owed. said to apply this to the fees and they would be taken care of. Today i was told we owe {$530.00} in legal and other fees.. still! I am trying to pay ahead so that when taxes go up, I can still afford my mortgage. A lady from legal services talked to me enough to let me know it sounds like they are playing us Come on {$3700.00} total paid in XXXX for an account not late and paid up and extra there is a problem here. we had to file for state of emergency back in XXXX. I need to know where my money is going and stop all these enormous FEES. They are making my life stressful and sleepless. I am having medical issues and concerns over this. we are on the phone monthly with them for over an hour each time and they sy they put funds back appropriately, Next month, nothing changes. I have ALL my cancelled checks from the bank and all our conversations written down and my payments recorded as well as a copy of my payments with the instructions on how to apply them. XXXX statement shows past due but that is because they didn't apply things and stuck things in the unapplied account. at XXXX point they made principal adjustments and took money from my principal that said we were late.?

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