Consumer complaint received 2021-05-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: WI

Complaint narrative:
Hello, I filed a complaint with Consumer Protection in XXXX under case number XXXX, regarding Shellpoint Mortgage Servicing. In that complaint, I complained that Shellpoint was alleging that I was 90 days past due in payments and therefore they placed my loan in default. None of this is true. I reached out to Shellpoint by phone and they indicated that there was nothing they could do unless I was impacted by COVID-19. I explained to them that there were mistakes made on their end and I asked them why they were returning my monthly mortgage payments that I submitted to them via check and certified mail and they indicated that was because my loan was in default. I asked them if they could accept my payments until they could figure out what the problem was and they said no. I then submitted a complaint with Consumer Protection. I was unclear about Consumer Protections process, therefore I did not know that the Respondent was going to submit their response to my complaint through Consumer Protection. 

In XXXX I filed a complaint against the Respondent to the XXXX XXXX XXXX of South Carolina. XXXX XXXX is the name of the person who received my complaint. In this complaint, I submitted the cancelled bank statements to Shellpoint from XX/XX/XXXX through XX/XX/XXXX. Shellpoint took over my loan from Ditech in XX/XX/XXXX. Shellpoint started sending me notices by mail in XX/XX/XXXX indicating that I was late on my loan payment. I wrote to Shellpoint at that time and told them that I was not late, and I also sent them a copy of the cancelled check. Shellpoint indicated in their response that Ditech misapplied my loan payment, and the payment was applied to the escrow account and not to the loan. They indicated that they could not make any changes to the loan. They indicated that I would be responsible for the late fees which is over {$700.00}. Shellpoint then indicated that I wrote the wrong loan number on the check of my XX/XX/XXXX payment, therefore the payment was applied to another loan. They indicated eventually the payment was applied to the correct loan, but they could not tell me when their mistake was made and when they fixed it. Either way, they indicate that this is the reason why they placed my loan in default and stopped taking my payments from XX/XX/XXXX through XX/XX/XXXX. 

They increased my monthly loan payment without my knowledge. My loan payments were XXXX. They are now indicating my loan payments are XXXX a month, and the are claiming they sent me a notice of increased payments, which they did not. 

Long story short, for whatever reason, Shellpoint accepted and applied my monthly payment via check for XXXX. I sent a check for XXXX XXXX as I had since XXXX or XX/XX/XXXX. I went online to their portal today and saw that only XXXX was applied to my loan. Where did the rest of my money go? 

I am disputing the amount Shellpoint is indicating I owe in late fees because of their mistakes. In my last correspondence I sent to them through XXXX, I requested that they send me documents demonstrating that the late fees are a result of me not making my payments on time. I also asked them a lot of questions about the status of my loan, the name and job title of the persons who were responding to the complaint through XXXX, and I requested that they send a letter to the credit bureaus indicating that my loan is not in default and they refused. 

Shellpoint was supposed to respond to my last message to them through the XXXX  on XXXX XXXX, and they did not. Shellpoint messed up my loan and my credit, and because of their mistake and inability to take ownership, this I believe that Shellpoints practices is causing a disparate impact on me. I am a XXXX woman, who had a pretty good credit score prior to Shellpoints practices. My credit had been ruined because of their negligence. There is no transparency in who responded to my complaint. I do not have a clear picture of how my money was and is being applied to my loan. 

I received a letter from Shellpoint on XX/XX/XXXX, indicating my loan is in default and I should call them to make payment arrangements. I explained to Shellpoint in my correspondence with them through the XXXX  that any correspondence should be done through the XXXX, because they have not been transparent with me. 

I will continue to send my monthly payments to Shellpoint via certified mail. In fact I will send XXXX payment ( XXXX ) via certified mail on XX/XX/XXXX. I will include a separate check in the amount of {$4400.00}, on the same day. This is the amount Shellpoints web portal indicates I owe. What is concerning is that in the letter I received from Shellpoint, they indicate I owe over {$6000.00} in payments and late fees. I did not sign any documents related to the increase in payments or property maintenance. 

I am asking that an investigation be done regarding my complaint. I can submit all of the correspondence between myself and the anonymous employee at Shellpoint. I threatened to take legal action against Shellpoint, and that could be the reason why they failed to respond to my last request via the XXXX. Or it could be that their practices are fraudulent and they are unable to produce the documents I asked for. Either way this is concerning.

I can attach all of the correspondence between Shellpoint and myself upon request. I will attach the last two exchanges between the anonymous employee at Shellpoint and myself if this portal will let me. 

Thank you, XXXX

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation