Consumer complaint received 2023-12-28 00:00:00
Product: Mortgage — Conventional home mortgage
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: FL

Complaint narrative:
XX/XX/2023 Dear Shellpoint Representatives and Credit Bureau Authorities, I am compelled to write an exhaustive account of the mismanagement of my mortgage account by Shellpoint, which has resulted in a series of unfounded credit discrepancies and improper financial handling of my payments. This correspondence aims to provide a comprehensive narrative of the events that have transpired, along with undeniable evidence of the inaccuracies that need immediate correction. 


Backstory Leading to Current Discrepancies : After the purchase of my property at XXXX XXXX XXXXXXXX XXXX XXXX with a mortgage originating on XX/XX/, and a loan balance of {$510000.00}, the account was transferred to Shellpoint. My payment methodology has consistently been through Plastiq.com, allowing credit card payments to be converted to checks mailed directly to the lender. Despite the loan transfer, payments were consistently made and initially deposited without issue. 


In XXXX XXXX the processing of my payments was suddenly mishandled. A payment of {$5700.00}, confirmed sent via XXXX, was not deposited, and this discrepancy was not communicated to me, leading to a false delinquency report. Shellpoints ledger and subsequent credit reports reflect four incorrect late payments, directly damaging my creditworthiness and my ability to refinance my primary residence. 

As it stands, the lack of transparency surrounding my monthly mortgage obligations remains unresolved. The confusion about the status of my accountwhether it's current or delinquentand the unexplained fluctuations in the escrow despite my insurance being fully paid at the start of the year is bewildering. This ongoing uncertainty, coupled with the lender 's apparent negligence, has had a detrimental effect on my credit and, by extension, my ability to secure new or refinance existing loans. It is imperative that these issues be urgently addressed and rectified to restore my financial standing. 


Evidentiary Documentation and Specific Errors : 1. Unapplied Payments and Late Charges : o Payments totaling {$13000.00} were labeled " Unapplied '' with no justification, incurring late fees of {$1100.00}. 
2. Escrow and Insurance Premium Miscalculations : o Shellpoint 's records incorrectly indicate escrow disbursements for insurance premiums already paid in full, amounting to {$5600.00}. 
3. Incorrect Credit Reporting : o XXXX 's credit report shows four late payments that are unfounded, given the evidence of timely payments. 

Documents Attached for Your Review : Proof of XX/XX/2023 Payment ( Refunded in XX/XX/2023 ) Check Sent in XX/XX/2023 via XXXX Shellpoints Escrow and Insurance Records from their website XXXX Credit Report detailing the incorrectly reported late payments Demands for Immediate Action : 1. Comprehensive Audit : o An immediate and thorough audit of my account, correcting the payment allocation and reversing any unwarranted fees. 
2. Correction of Credit Reporting : o Direct retraction of the incorrect late payment reports to the credit bureaus, backed by the documented evidence provided. 
3. Escrow Review : o An assessment of the escrow account to align with the actual insurance premium, affirming no further extraneous disbursements are made. 
4. Formal Acknowledgment and Apology : o A formal acknowledgment from Shellpoint of these errors and a suitable apology for the undue stress caused. 

I anticipate Shellpoints prompt and decisive action to address these issues. The urgency and gravity of this matter can not be overstated, as it has significantly hindered my financial flexibility. I await your detailed response, confirming the steps you will take to resolve this matter. 

XXXX XXXX ( XXXX ) XXXX XXXX ShellPoint Mortgage Account XXXX : XXXX

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