Consumer complaint received 2022-12-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: PA

Complaint narrative:
In XXXX of XXXX Shellpoint Mortgaging Services acquired my loan from XXXX XXXX XXXXXXXX. When I had the loan with XXXX XXXX XXXX XXXX XXXX  ) there were fees in the amount of {$2300.00} that remained on the loan when my house came out of foreclosure. These fees were added onto the back of the loan and I was told they wouldnt have to be paid until I paid the loan off. I continued to make payments and the {$2300.00} remained on the back of the loan. When Shellpoint took over the mortgage they started trying to make me pay it, instead of leaving it on the back of the loan they started adding it to every bill under past due fees, in addition they also stopped me from paying additional principal online and when I asked why they said it was because I owed past due fees. I have no prepayment penalty so it was established that whenever I sent in a payment over the payment amount that any money over the regular mortgage payment would be credited towards the principal. This worked out fine from XX/XX/XXXX- XX/XX/XXXX. When I sent XXXX payment in the amount of {$1700.00}, it arrived on XX/XX/XXXX instead of applying {$750.00} to the mortgage payment and {$1000.00} to principal. Shellpoint took a payment for XXXX and another payment for XXXX and applied the {$280.00} remaining to the principal. I called them and told them I wasnt making two payments and they needed to reverse the payment they applied to XXXX and apply it to principal. They reversed the payment and applied it to principal on XX/XX/XXXX when it should have been applied effective XX/XX/XXXX when they originally received the payment. I also talked with a supervisor who assured me she was notating my account that amounts over the mortgage payment were to be applied to principal. When the XXXX statement came out I noticed they had an additional bill in the amount of {$2300.00} for the fees that were in the back if the loan due on XX/XX/XXXX. I called them immediately and said that fee was to remain on the back of the loan and I wasnt paying it. Shellpoint told me if I looked at the statement I would see the coming payment for XXXX was {$750.00} and no additional fees would be taken out. On XX/XX/XXXX I called Shellpoint to notify them a large payment in the amount of {$5300.00} was coming and I wanted the XXXX payment for {$750.00} applied and the remaining amount {$4500.00} all applied to the principal balance. The representative said she was notating how the payment on my account was to be applied per my instructions. On XX/XX/XXXX I logged into my account and they applied {$750.00} to the XX/XX/XXXX mortgage payment, applied {$2300.00} to the fee that should remain on the back of the loan, and applied {$1400.00} to principal. That is incorrect and Shellpoint cant make me pay fees in the amount of {$2300.00} now when they go on the back of the loan.

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