Consumer complaint received 2025-12-02 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: AL

Complaint narrative:
Re : Request for Immediate Correction of Misapplied Funds, Refund, and Call Recordings Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX, AL XXXX Your Contact Information : Phone : XXXX Email : XXXX To Whom It May Concern, I am submitting this as a formal complaint regarding Shellpoint Mortgage Servicings failure to properly apply payments, issue a refund that your representatives promised multiple times, and provide the call recordings/transcripts I requested. 
I have called on the following dates to get this resolved and its still not correct. 
XX/XX/year> XX/XX/year> XX/XX/year> XX/XX/year> XX/XX/year> XX/XX/year> XX/XX/year> Misapplied {$900.00} Check In XX/XX/year>, I mailed a {$900.00} check because I was temporarily unable to access my online portal and did not want to risk a late payment. 
In the letter I sent with the check I clearly instructed the representative to : Apply {$840.00} to the regular monthly mortgage payment, and Apply the remaining balance to principal. 
Instead, Shellpoint applied the entire {$900.00} to principal. 
Duplicate Withdrawal of {$840.00} I did not know that my online account had already been activated, and Shellpoint automatically withdrew $ XXXXfrom my bank account on XX/XX/year>. 
This resulted in : A misapplied payment An unauthorized or unneeded withdrawal An account shortage on my end Broken Promises by Multiple Representatives I called Shellpoint and was told : The {$900.00} will be applied to your next months payment. 
This never happened. 
I called again on multiple occasions, and was told that a refund of the {$900.00} would be processed. 
Again, this never happened 4. Request for Call Recordings I explicitly requested the recording or transcript of each of these calls for my records. 
Despite this, no callback, no documentation, and no recordings have been provided. 
One of the representatives I spoke with on XX/XX/year> was verbally rude, dismissive, and unprofessional. The treatment I received is unacceptable. 
Required Action ( Under RESPA Error Resolution Procedures ) This letter constitutes a Qualified Written Request / Notice of Error under the Real Estate Settlement Procedures Act ( 12 CFR 1024.35 ). 
I am requesting : A. Immediate refund of {$900.00} AS PROMISED This includes overnighting the funds back to my account or issuing a same-day electronic transfer. 
This is money Shellpoint improperly withdrew and refused to return despite multiple assurances. 
B. Written confirmation correcting the misapplication of the {$900.00} check C. All phone call recordings or transcripts Related to every conversation about this issue. 
D. A written explanation Of how these errors occurred and why the repeated promises were not upheld. 
By law, Shellpoint must : Acknowledge this notice within 5 business days, and Correct the error or provide a full written response within 30 business days. 

Next Steps If this is not resolved immediately, I will file formal complaints with : Consumer Financial Protection Bureau ( CFPB ) Alabama State Banking Department XXXX XXXX XXXX  I would strongly prefer that this issue be resolved directly and promptly. 

I Expect the Following : A same-day refund or overnighted cashiers check for {$900.00} Written confirmation that the misapplied {$900.00} has been corrected Delivery of all call recordings/transcripts A written apology and explanation Thank you for your immediate attention to this matter. 
I look forward to prompt resolution. 
Sincerely, XXXX XXXX XXXXXXXX XXXX XXXX XXXX AL XXXX ( XXXX ) XXXX

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