Consumer complaint received 2025-07-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: LA

Complaint narrative:
b'CFPB Mortgage Servicing Complaint Against Caliber Home Loans / Shellpoint Mortgage Servicing\n\nI am filing this complaint against Caliber Home Loans (now Shellpoint Mortgage Servicing) due to years of ongoing mortgage servicing errors, mismanagement, and abusive practices that have caused direct financial, legal, and emotional harm to me and my family. Despite consistently making payments as required, Caliber made it appear that I was behind, forced me into an unaffordable loan modification, misapplied my funds, and reported false information to the IRS and credit agencies.\nMisapplied, Unapplied, and Reversed Payment\nI made regular mortgage payments every month, as proven by my bank statements and XXXX XXXXother receipts.\nCaliber repeatedly misapplied, reversed, or held my payments in unapplied suspense accounts, instead of crediting principal, interest, and escrow.accounts, instead of crediting principal, interest, and escrow.\n\n\nSome paymentsespecially around servicing transferswere not posted at all or split into unexplained categories.\n\n\nExample: My records show a XXXX  payment on XXXX and XXXX on XXXX (among many others), yet Calibers statements fail to show these properly credited.\n\n\nArtificially Reporting Delinquency & False Default\nI was never truly behind on my mortgage, but Calibers errors made it appear that I was.\n\n\nThey reported me as delinquent, imposed late fees, and threatened foreclosure, even during months I paid in full.\n\n\nServicer records frequently label me delinquent even though I provided full payment for principal, interest, and escrow.\n\n\n\nIRS & Escrow Misreporting / False Federal Reporting\nCaliber reported XXXX escrow collected for multiple months in XXXX and XXXX on both escrow disclosures and IRS Form 1098even though they collected XXXX every month.\n\n\nThe amounts reported to the IRS do not match the actual payments I made, which may constitute false federal tax reporting and RESPA violations.\n\n\nCaliber continued to collect escrow even after billing me repay escrow advance fees, double-billing my account.\n\n\nCharging Unjustified Corporate Advances & Fees\nMy statements show over XXXX in unexplained XXXX XXXX XXXX XXXX  advances and regular miscellaneous fees, with no clear breakdown or prior notice.\n\n\nI never authorized these charges, and Caliber provided no written explanation for these deductions.\n\n\n Escrow Account Manipulation & Double-Billing\nCollected monthly escrow deposits while also charging lump-sum repay of escrow advance fees, resulting in double-billing for escrow.\n\n\nAnnual escrow analysis showed arbitrary shortages and forced increases to my payment amount, which were not properly explained.\n\n\nServicing Transfer Errors & Lost Payments\nCaliber failed to notify me properly of servicing transfer to XXXX XXXX XXXX XXXX XXXXXXXX (and earlier from XXXXXXXX to Caliber).\nPayments made during the transfer period were not credited or were lost, causing further account confusion and harm.\n\n\nViolation of CFPBs 2016 Mortgage Servicing Rule (Regulation X)\nCaliber failed to treat payments received in the grace period as timely and declared me delinquent in violation of 12 CFR  1024.41 and the CFPBs own factsheet.\nPayments covering principal, interest, and escrow, received within the servicers grace period, were still treated as late.\nFailure to Provide Accurate Monthly Statements Monthly statements and online account activity logs do not match actual payments made, making it impossible for me to reconcile my account or understand my balance.\n\n\n\n Emotional and Financial Harm\nThese errors caused severe anxiety, sleepless nights, and substantial time lost as I tried to resolve these issues.\n\n\nI have suffered lasting damage to my finances, credit, and health, and was repeatedly made to feel behind when I had in fact paid as required.\n\n\n\nSupporting Evidence Attached\nPayment receipts and XXXX XXXX  history\n\n\nCaliber payment and escrow account statements (XXXX\n\n\nScreenshots of transaction ledgers showing \nIRS Form 1098 showing mismatched amounts\n\n\nEscrow statements and evidence of improper charges\n\n\nServicing transfer notice\n\n\nCFPB 2016 Mortgage Servicing Rule factsheet\n\n\nAny other relevant documentation referenced above\n\n\nIf additional proof is required, I have full bank statements showing that I made monthly payments, which I can provide upon request.\n\nRequested Action\nFull investigation and audit of my payment history with Caliber/Shellpoint\n\n\nCorrection of all misapplied or unapplied payments and restoration of my correct account status\n\n\nWritten explanation for all fees, advances, and escrow deductions\n\n\nCorrection of all IRS tax reporting errors and re-issuance of correct Form 1098\n\nRelief from the forced unaffordable loan modification, and restoration of my right to a fair mortgage solution\nCompensation for emotional distress, costs, and damages caused by Calibers misconduct\n\nWe faithfully made every monthly mortgage payment on XXXX XXXX  yet Caliber repeatedly misapplied or bounced those payments, misreported delinquency to credit bureaus and the IRS, forced us into default, then imposed a hardship modification at nearly XXXXmonth we cannot afford. Now Shellpoint has taken over servicing but refuses to correct Calibers wrongful accouWe haventing.\n\nWe want accurate credit reporting, correction of irs escrow amounts, (c) restitution of any late fees and escrow advances, and order to Shellpoint/caliber  to re-apply our payments correctly and remove any wrongful default. Im paying shellpoint XXXX for a forced loan modifaction because i didnt want to lose my house that i have fought so hard for.\n\nI have done everything possible to be a responsible homeowner. It was Caliber/Shellpoints errors and mismanagement that caused my account to appear delinquent, not my actions.\n I respectfully request that the CFPB intervene and hold Caliber/Shellpoint accountablenot just for me, but for all borrowers who have suffered similar harm.\nThank you for your attention to this matter.\n\nDate Paid (Source)\n\nAmount Paid\nCaliber Entry\nError / Unapplied Item\n\n\nXXXX XXXX XXXXnHousehold Finance Corp\nPaid after sale to Caliber (XXXX but never applied\n\n\nXXXX XXXX XXXX\nCaliber Home Loans\nNo matching Payment entry; held in suspense\n\n\nXXXX XXXX XXXX\nCaliber Home Loans\nUnapplied reversal of XXXX XXXX XXXX XXXX XXXX XXXX\nCaliber Home Loans\nNot appliedno record on payment ledger\n\n\nXXXX XXXX XXXX\nCaliber Home Loans\nNot appliedno record on payment ledger\n\n\nXXXX XXXX XXXX\nCaliber Home Loans\nNot appliedno record on payment ledger\n\n\nXXXX XXXX XXXX\nCaliber Home Loans\nNot appliedno record on payment ledger\n\n\nXXXX XXXX XXXX\nReversed XXXX XXXX XXXX XXXX XXXX XXXXnTwo separate unapplied reversals on same day\n\n\nXXXX XXXX XXXX\nPayment posted but\nOffset by an unapplied XXXX XXXX XXXX XXXX (autopay)\XXXX XXXX\nPayment posted but\nOffset by unapplied XXXX XXXX XXXX XXXX XXXX  the Escrow Disclosure Statement falsely says i  made no escrow payments from XXXX XXXX, But this IRS-linked Customer Account Activity shows i  did pay into escrow regularly.\nFailure to Notify of Loan Servicing Transfer\nDid not properly notify me of transfer from XXXXXXXX to Caliber in XXXX, and again from Caliber to XXXX XXXX  in XXXX XXXX.\n\nI sent payments to the old servicer because I never got proper notice.\n Misapplied, Unapplied, and Reversed Payments\nMultiple payments (including XXXX XXXX XXXX XXXX XXXX XXXX and others) were never credited, held in suspense, or reversed with no explanation.\n\nPayments made by WXXXX XXXX, check, or autopay disappeared from Calibers ledger or appeared only as cash receipt unapplied.\n\n Failure to Apply Payments Timely or in Full\nPayments covering principal, interest, and escrow were received within the servicers grace period but were treated as late or partial, triggering false delinquency and late fees.\n\n Artificially Reporting Delinquency\nDespite making required payments, Caliber falsely reported me as delinquent, assessed late fees, and threatened foreclosure.\n\nServicers records repeatedly show delinquent even in months where full payments were made.\n\n IRS & Escrow Misreporting\nCaliber reported XXXX  escrow collected for multiple months in XXXX XXXX XXXX  on both escrow disclosures and IRS Form 1098, despite collecting XXXX each mont\n constitute false federal tax reporting and violated RESPA and IRS regulations.\n\n6. Charging Unjustified Corporate Advances & Fees\nCharged over XXXX in XXXX XXXX XXXX XXXX XXXXorporate advances with no explanation or breakdown.\n\nRegularly charged unexplained miscellaneous fees, promise plan fees, and escrow shortage adjustments without notice.\n\nEscrow Account Manipulation & Double-Billing\nCollected monthly escrow deposits while also billing lump-sum repay of escrow advance fees, double-charging me for escrow.\n\nAnnual escrow analysis showed arbitrary shortages and forced increases to my payment with no basis.\n\n Servicing Transfer Errors & Lost Payments\nPayments around the XXXX XXXX XXXX XXXX XXXX XXXX were never credited or were misapplied.\n\nRecords do not match between servicers, leaving some payments unaccounted for.\nXXXX Violation of CFPBs Mortgage Servicing Rule (Regulation X)\nFailed to treat payments received in the grace period as timely.\n\nDeclared me delinquent in violation of 12 CFR  1024.41 and the CFPBs own factsheet.XXXX\n\nForcing Unaffordable Modification\nUsed artificially created arrears and misapplied payments to push me into a hardship loan modification at nearly XXXX/month.\n\nModification was unaffordable and unnecessary had Caliber applied my payments correctly.\n\nFailure to Provide Accurate Monthly Statements\nMonthly statements and online account activity logs do not match actual payments made, making it impossible for me to reconcile my account or understand my balance.\n\n Emotional and Financial Harm\nAll of these errors caused XXXX XXXX, sleepless nights, time lost, and lasting damage to my finances, credit, and health.\n\nI was made to feel behind when I had in fact paid as required.\n\nI respectfully request that the CFPB:\n\nAudit my entire account history,\n\nOrder Caliber/Shellpoint to fix each error above,\n\nApply all my payments correctly,\n\nRefund improper fees,\n\nCorrect IRS reporting,\n\nAdjust my credit,\n\nAnd provide a full, written explanation for all errors.\n\n\n\nDate Paid (Source)\tAmount Paid\tCaliber Entry\tError / Unapplied Item\tExhibit\nXXXX XXXX XXXX\tHousehold Finance Corp\tPaid after sale to Caliber XXXX but never applied\tA\nXXXX XXXX XXXX\tCaliber Home Loans\tNo matching Payment entry; held in suspense\tAXXXX XXXX XXXXtCaliber Home Loans\tUnapplied reversal of XXXX XXXX XXXX XXXX XXXX XXXX\tCaliber Home Loans\tNot appliedno record on payment ledger\tB\nXXXX XXXX XXXX\tCaliber Home Loans\tNot appliedno record on payment ledger\tB\nXXXX XXXX XXXX\tCaliber Home Loans\tNot appliedno record on payment ledger\tB\XXXX XXXX XXXX\tCaliber Home Loans\tNot appliedno record on payment ledger\tB\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\tTwo separate unapplied reversals on same day\tB\n1XXXX XXXX XXXXtPayment posted but\tOffset by an unapplied $ 298.02 on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX  transfer history, XXXX XXXXCaliber Payment History Details screenshots, pages 35 (unapplied and reversed items)\n: XXXXCaliber account-activity statements, late XXXX  (cash receipts vs. unapplied reversals)\n: XXXXAnnual Escrow Account Disclosure Statement (XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX disbursements\n\n ***Escrow Mis-management\nMonthly escrow deposits of XXXX XXXX  were taken each month (XXXX XXXX XXXX  yet Caliber failed to hold sufficient funds.\n\n****Escrow shortage calculated at XXXX XXXX and spread over 36 months, bumping my payment by XXXX XXXX.\n\n\nTimeline of Key Events\nDate\tEvent\nXXXX XXXX to Caliber (Exhibit H)\nXXXXCaliber sold our loan to XXXX  Master Participation Trust (Exhibit C)\nXXXX XXXX XXXX XXXX XXXX (to Household Finance Corp) not applied to loan (Exhibit D)\n01/29/2016\tTwo payments of XXXX auto-debit (Exhibit G)\nXXXX\tPayments posted, then immediately reversed without explanation (Exhibits F, G)\nXXXX XXXX  auto-debit (Exhibit E)\nXXXX XXXX XXXX  cash receipt then applies it to escrow, not to P&I (Exhibit E)\nXXXXtMortgage payment XXXX  auto-debit (Exhibit E)\nXXXX auto-debit posted as Repayment Plan but not credited \n\nI never authorized a rising escrow adjustment so large, and it was never explained nor documented properly.\n\nDate\tYou Paid\tCaliber Applied to XXXXtCaliber Applied to Escrow\tCaliber Reported on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXNot included\n\n\nEscrow Mismanagement:\n\nXXXX  Escrow Disclosure: projected deposits vs. actual disbursements differ by thousands, yet Caliber still charged you a XXXX escrow shortage increase.\n\nTax/Flood Disbursements: Caliber reports disbursing XXXX XXXXtax & insurance) but didnt reconcile your escrow deposits.\n\nIncorrect IRS 1098 Reporting: Calibers Form 1098 shows only XXXX of interest paid (Box 1) and XXXX  escrow disbursements, despite your records.\n\nFailure to Treat Payments as Timely under the CFPBs 2016 Mortgage Servicing Rule (Reg X & Z): multiple payments that covered P&I + escrow on or before due dates were nevertheless marked late or unapplied.\n\XXXX XXXX XXXX XXXX XXXX XXXX  payment to Caliber (unapplied/misc-receipt on their statement)\n\XXXX XXXX XXXX XXXX XXXX   Loan sold to XXXX  Master Participation Trust (notice arrives after your 11 / 28 payment)\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX transfers (Household Finance  Caliber) showing regular monthly amounts of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Calibers own payment history (cash receipts, promise-plan payments) all show you paid principal, interest & escrow every month\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Customer Account Activity Statement confirming monthly paymentXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Calibers web-portal Payment History Details showing full payments, escrow credits, then your XXXX check on XXXX XXXX XXXX XXXX XXXX\n\n\nTimeline of Key Events\nDate\tEvent\nXXXX XXXX to Caliber \n1XXXXtCaliber sold our loan to XXXX Master Participation Trust \nXXXX XXXX XXXX XXXX XXXX (to Household Finance Corp) not applied to loan \nXXXX XXXX XXXX XXXX XXXXtPayments posted, then immediately reversed without explanation \n0XXXX\tMade XXXX auto-debit \nXXXXtCaliber shows XXXX  cash receipt then applies it to escrow, not to P&I \nXXXX\tMortgage payment XXXX XXXXuto-debit (Exhibit E)\nXXXXXXXX  auto-debit posted as Repayment Plan but not credited to principal \nXXXX XXXX XXXX XXXX repayment plan posted \XXXX XXXX XXXX XXXX made by autopay or check XXXXtCaliber posts two insurance disbursements totaling XXXX XXXX XXXX XXXX XXXX payment  escrow drained\nXXXX XXXX XXXX payment but labels part unapplied, leaving a XXXX XXXX XXXXtAnnual Escrow Disclosure shows a XXXX XXXXhortage despite deposits we made \nXXXXtCaliber files IRS Form 1098 showing escrow paid out but we never received those funds \nXXXX XXXX XXXX  by check; Caliber acknowledges receipt but keeps reporting us delinquent \n\n\nIRS Escrow Reporting Vs Actual Payments\n\nmonth.     reported on escrow.  actual escrow paid\njan XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXn\nmy payments made montlhy \n\n\tDescription\tAmount\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX One-time Payment | XXXX  |\n\n\nA fair solution to my complaint would be:\nA full and independent audit of my entire mortgage account history across all servicers (Caliber, XXXX XXXX XXXX XXXX XXXX  and Shellpoint Mortgage Servicing), ensuring every payment I made is properly credited and all records are corrected.\n\n\nCorrection of all errors:\n\n\nProper application of every payment I made to principal, interest, and escrow.\n\n\nRemoval of any improper fees, advances, or charges that resulted from servicing mistakes.\n\n\nCorrection of any false delinquency reporting on my account or credit report.\n\n\nCorrection of tax documents:\n\n\nIssue corrected IRS Form 1098 statements to accurately reflect my interest and escrow payments.\nRelease me from the current 10-year loan modification:\n\n\nI am asking to be removed from this unaffordable modification (requiring XXXX), as I was forced into it by errors and abuses outside of my control. I want to be restored to fair and sustainable loan terms that reflect what my balance and payment should have been if my account had been managed honestly.\n\n\nCompensation:\n\n\nCompensation for any direct financial harm, extra interest, fees, and the emotional distress I have suffered because of these servicing errors.\n\n\nOngoing accountability:\n\n\nWritten assurance that my account will be managed correctly in the future, with access to accurate statements and full transparency.\n\n\n\nI simply want all my payments properly credited, my account corrected, to be made whole for the damages caused, and to have fair and honest treatment as a homeownerwithout being forced into an unaffordable modification that threatens my home.\n\n\n\n\nmy loan investigated fully  and fixed anmd take my loan modifaction thats 10 years paying XXXX  a month and also i bought mty home back in XXXX and my modifaction says i owe XXXX niow which is insane ive made paymentas and gave them all what they wanted and they still try taking my home away. they all have caused so much pain they should all be held accountable for the damage they have caused. i feel like they robbed me thats why now with shellpoint i feel like giving up. paying XXXX XXXX XXXX

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