Consumer complaint received 2024-12-28 00:00:00
Product: Debt collection — Mortgage debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
Shellpoint defrauds consumers by assessing exuberant late fees on timely payments and refuses to check its payment processing XXXX XXXX at the end of the day for received mail containing consumer payments. ( See evidence ).

Shellpoint is engaged in deliberate scheme of assessing exuberant late fees on timely payments. Shellpoint refuses to check its payment processing XXXX XXXX at the end of the day resulting in intentional delay in timely processing of consumer payments as Shellpoint assesses unearned and deceptive late fees.

Certified checks were issued for monthly payment on XX/XX/XXXX for XXXX and immediately sent to Shellpoint. Shellpoint represents to consumers that it does not assess any late fees on payments received before or on the XXXX of the month. Yet, Shellpoint applied this certified check dated XX/XX/XXXX with guaranteed funds on XX/XX/XXXX and accessed late fees as Shellpoint claims it took 10 days for the mail to arrive from New York to its XXXX XXXX XXXX in XXXX TX. 

I repeatedly requested Shellpoint to remove these late fee by contacting customer service, via email to XXXX XXXX of Shellpoint equally cced to XXXX XXXX of NewRez. Shellpoint assessed {$61.00} per month in late fees. 

To track Shellpoints receipt of payments, XXXX payment was sent to Shellpoint via trackable mail which was available for Shellpoint to pick up on XX/XX/XXXX. USPS tracking information shows : M-F XXXX ; SAT XXXX, SUN XXXX and XX/XX/XXXX as Available for Pickup. 

Shellpoint did not pick up this mail containing payment on XX/XX/XXXX but authorized this mail for delivery on XX/XX/XXXX. ( See attached ). 

Despite of this mail being available for pick up on XX/XX/XXXX, despite of this mail being authorized for delivery and delivered to Shellpoint on XX/XX/XXXX, Shellpoint marked this payment as received on XX/XX/XXXX which is three days later.

Shellpoint/NewRez is aware of its predatory practices before this complaint was filed as Shellpoint/NewRez refused to take any action and continues to assess its predatory late fees on timely payments.

Shellpoint is obligated to check its mailbox daily at the end of the day and as directed by USPS to be before XXXX M-F, before XXXX on Sat and before XXXX on Sun ( see tracking info for XXXX mail and USPS instructions for XXXX XXXX XXXX in XXXX TX. ). Shellpoint should mark all mail containing consumer payments as received on the day such mail is available for pick up for Shellpoint mailbox XXXX XXXX XXXX in XXXX TX. Any delay of Shellpoint in processing these payments should not cost consumers hundreds of dollars in late fees.

I demand Shellpoint removes any and all unjust, deceptive and/or unearned fees on their account XXXX, provides all accounting ( sent separately ). I equally demand Shellpoint to produce post office stamped envelopes to support Shellpoints theory of receipt of the above-mentioned payments on XX/XX/XXXX and XX/XX/XXXX as Shellpoint claims it received them.

Further investigation is warranted.

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