Consumer complaint received 2025-06-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: LA

Complaint narrative:
During hurricane XXXX, my mortgage company credited my account with the insurance check that I received which was suppose to be used for repairs to my home, my mortgage company applied those funds to my account showing that I was current on my mortgage. 

The last payment I paid was in XX/XX/XXXX and SHELLPOINT requested a payment XX/XX/XXXX SHELLPOINT is saying I owe or I'm past due over {$24000.00} I've already paid over {$7000.00} while trying to complete the loan modification and no where in my loan history it's showing I've made those payments. 

My mortgage company continued to Show me and providing statements that I didn't have a house note due because the company applied the funds to my loan. So while my mortgage company applied my insurance money to my mortgage, the money that I would have used to pay my mortgage, I used to repair my home. However, the amount that my insurance gave me was not enough money to repair my home so I ended up spending over the amount that my insurance gave me. So, affter I contacted a lawyer to help me get those funds, here come the demand of everything now ... PAST DUE to be paid immediately. So when I received the insurance funds, I had to pay everyone owed which still places me in a deficit. Not only did my mortgage company make me think I was current for over a year, my mortgage company, I feel put me in a false hope thinking that this nightmare dealing with my mortgage was finally over. 

Now.... I can't remember the exact date but, maybe XXXX ... my mortgage company out of the blue sends me a statement showing that I was {$7000.00} behind in my mortgage. When this happened, I tried o fix a problem they created but I was unsuccessful. 
I've sent in numerous trial payments, more than XXXX to try and rectify the account. I thought they were working with me. I was unsuccessful. 

Which brings me to this last situation... it's costly to submit paperwork and get papers notarized. My mortgage company SHELLPOINT is constantly adding fees to my account .. sending strangers to my house and causing me to file XXXX  because of misapplied payments that I've sent and my mortgage company not providing the necessary paperwork to the new mortgage company to have the modification finalized. 
I don't know the rules they have in place but, my account number was change ... fees are being added to my account and I AM FEELING LIKE A VICTIM OF A PREDATORY LOAN. I have been dealing with this for a long long long long time since I've had this mortgage. 

My mortgage company SHELLPOINT sent me certified mail requesting the same documents that I had already sent. My mortgage company then demands that I submit all paperwork by XX/XX/XXXX not considering that I've already paid for and sent these same requested documents already. Not taking ibto consideration that, my schedule didn't allow me to honor that deadline, no one spoke to me at all. 
I, then try again to fix this created problem, not by me, but by my mortgage company but to NO AVAIL. The first time I actually spoke to someone about this issue was XXXX and I did speak to someone XXXX XXXX but the only thing she told me was that foreclosure has started. My mortgage company continues to place me in the position where XXXX  is my option.

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