Consumer complaint received 2024-11-30 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Shellpoint Partners, LLC
State: IL

Complaint narrative:
We had a HELOC that was transferred to Shellpoint in XXXX. The loan has a fixed rate of 2 % and minimum payment of {$370.00} a month. When it was first transferred, they had it as a variable rate with different payment amounts. It took nine months, XXXX to XXXX, to get it resolved. From XX/XX/XXXX through XX/XX/XXXX, it was correct with the 2 % fixed rate and payment of {$370.00}. We received notification of our loan being transferred from Shellpoint to another loan company as of XX/XX/XXXX. We then received notification that the previous notification was sent in error and the loan was not being transferred. We received the XXXX statement due XX/XX/XXXX and it had gone back to a variable rate with a higher payment. Called XX/XX/XXXX and asked for it to be resolved and was given reference number XXXX. Called back on XX/XX/XXXX to make payment because it would not allow me to make my normal payment amount online or through automated phone system because it was less than the minimum amount they were showing due. Took payment with reference number XXXX. Called back on XX/XX/XXXX for an update and was told that my original note was for a variable rate and they need the paperwork showing a fixed rate. Made a payment over the phone with reference number XXXX. We tried to obtain paperwork from original loan company. On XX/XX/XXXX a gentleman dropped off a letter stating our loan was past due and our house was at risk for foreclosure. We were able to find the documentation that showed the 2 % fixed rate and payment of {$370.00}. I emailed it to XXXX and XXXX as I was instructed to do in the past. I also called to have it looked into again and make a payment. Payment was made over the phone with reference number XXXX. Called again on XX/XX/XXXX and it was to have been escalated. On XX/XX/XXXX another letter was delivered. On XX/XX/XXXX called and spoke with XXXX XXXX XXXX explained my situation and he then transferred me to a gentleman in loss mitigation. He then transferred me to a XXXX who told me nothing was being done because I need to submit my request in writting by mail to Shellpoint. I demanded speaking with a supervisor because I keep getting told different things and need this resolved. Spoke with XXXX XXXX. She told me I need to speak with someone in the HELOC department and said that a XXXX from HELOC credit would be calling me. I never received a call and had to call back on XX/XX/XXXX. Initially spoke with XXXX and asked to be transferred to a supervisor. I was then transferred to XXXX again. Told her I never received a call. She then got in contact with XXXX again and asked that she call me. XXXX then called me and said that she sees that it should be a 2 % fixed rate with a payment of {$370.00} and that she was reviewing my open work order. She put in a work order to get all of my payments applied properly and then to correct the payment amount on the account. She also took a payment with reference number XXXX. XXXX said she would monitor my account. She said it should be XXXX business days for payments to be applied and XXXX business days for payment calculations to be corrected but it was escalted so should be XXXX business days. She said she would follow up with me. If nothing, call back and ask for her. It is now XX/XX/XXXX, no one has contacted me and this has still not been resolved. My XXXX statement is still showing past due with an incorrect payment amount.

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