Consumer complaint received 2025-02-04 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: MS

Complaint narrative:
Subject : Formal Complaint Against Shellpoint Mortgage and XXXX, XXXX XXXX XXXX XXXX Erroneous Foreclosure Notice & Payment Processing Issues I am writing to file a formal complaint against Shellpoint Mortgage regarding significant errors in handling my mortgage payments, improper processing of my payments, failure to address a Notice of Error, and an unjust foreclosure notice despite my compliance with payment obligations. 

I have made ALL payments in full and on time, yet my account has been incorrectly marked as past due, as well as our credit reports, regardless if I send FCRA codes or paper trail of all paid checks and checks that have been sent and still not cleared. I have taken every step necessary to resolve this issue, but Shellpoint Mortgage has failed to respond adequately. 

Failure to Respond to a Notice of Error I submitted a Notice of Error in XX/XX/XXXX, disputing incorrect past-due balances on my mortgage account. However, I have not received a response from Shellpoint Mortgage to date. My account should not be past due, as I have made all required payments. 

Inconsistent and Conflicting Payment Instructions When verifying the correct mailing address for my payments, I was provided with an address by a Shellpoint representative. However, my mortgage statement explicitly states, Do not send payments to this address. This discrepancy has resulted in payment processing issues. 

Payments Not XXXXlearing My Bank Due to the confusion caused by Shellpoints conflicting instructions, my payments have not been processed correctly and they send statements the XXXX of each month for the following month and knowing its not going to reach them by the XXXX of the next month. Also, the statement shows late AFTER the XXXX. But late fees are there every month and they ALWAYS ALWAYS hold payments then send them. 

XX/XX/XXXX payment was returned. I sent it back with XXXX because when it returned it was time for XXXX 's payment to be sent. 
XX/XX/XXXX payment was sent along with XXXX payment but was not processed. 
XXXX and XX/XX/XXXX payments were sent together but have not cleared my bank. 
XX/XX/XXXX payment was mailed and has also not cleared. 
Unjust Foreclosure Notice Despite my compliance with making timely payments, I received a foreclosure notice with a sale date scheduled for XX/XX/XXXX. This is entirely unjustified given that my payments were made, but Shellpoint Mortgage failed to process them correctly. 

Misleading and Inaccurate Communications from Legal Representatives Instead of addressing my Notice of Error, I have received foreclosure notices from XXXX XXXX XXXX XXXX XXXX containing incorrect information about my payment history and outstanding balance. 

I am formally requesting the CFPB to investigate this matter and ensure that Shellpoint Mortgage : Immediately reviews my mortgage account and confirms receipt of all payments sent. 
Corrects all erroneous past-due balances ( these are bogus late fees and charges ) we've been to court about the same issue with them and they offered settlement before for this and also remove the foreclosure notice. 
Provides a written resolution to my Notice of Error and explains why payments were not processed. 
Ensures no further inaccurate foreclosure actions are taken against my property due to their mishandling of payments. And this company is XXXX XXXX XXXX changed their name to Shellpoint because of all their dirty, bogus collection tactics. 
This issue has caused extreme stress, and I am requesting urgent action from both Shellpoint Mortgage and the CFPB to resolve this matter promptly. 

I can be reached via email at XXXX or XXXX Thank you for your immediate attention to this serious matter. 

Sincerely, XXXX and XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX

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