Consumer complaint received 2024-10-22 00:00:00
Product: Mortgage — Conventional home mortgage
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: IL

Complaint narrative:
XXXX Residential Loan Apps created without my knowledge presence, my financial info or even the MLOs own credit vendors report.1 created stating I have a FHA the other for a Conv. all Info falsified & /or inflated SHELLPT fully aware their possessing documents used fraudulently to obtain a federal mortgage loan and that I'm being charged for XXXX mortgages at the same time yet refuses to report as required. XXXX srvcrs in XXXX yrs each provded prf XXXX rptd. chgd for both loans same time & on same house. XXXX srvcrs who chgd for both, mergd recntly w/SHELL. During FHA chgs pys made at that time, disappeared. listed no payments made for XXXX yrs, so repyd, bk stmts provided to SHELL 6 mos ago, to date none updated numerous requests of what could be wrong ignored no response. reports completed, promises made from SHELL, next call, no record of complaint. SHELL, " be patient '' wow at the same time I receive a demand for full payment for payments already paid just not updated by them the servicer shellpoint over XXXX mos now, XXXX correction. SHELL agt informs today XXXX hr call reviewing acct verifys XXXX notes, no refer. of any noted fraud, payments missing, updating, anything, nothing, no errors fixed, no corrections even in the works. I've never been late I was trying to pay off my loan in XXXX making extra payments always, only payments missing are the ones the servicer has proof of right in front of them. same ones that won't apply while I'm told behind, charged fees, inspections, forced modifications & threatened. family members passed not allowed to grieve, no friends, haven't seen family, don't eat, don't sleep and sold off personal items and even my car to repay what was already paid. All while my servicer sits there with the proof that they're actually paid. lying to me every phone call giving me hope just to crush. health deteriorating, joy of owning the home gone, missed out on so much times I can't even afford to eat because I'm repaying when I've already paid. I can't afford XXXX more results which I've been doing for the past 4 years it needs to end this company needs to be held responsible for their failure to respond appropriately and legally they're required by law to report these crimes and to protect me. they're only concerned is a fear of a lawsuit and protecting their new partners for charging me for XXXX mortgage loans at the same time and then they continue to possess knowingly the documents used to obtain a federal mortgage loan fraudulently protecting the person who committed these crimes and revictimizing the victim daily I just don't understand why my mortgage company knows how negatively they're failing and refusing to report fraud of the XXXX credit applications that I'm being charged for is such an issue for them to report as they are required to and also why they refuse to post the paid payments and update my account properly instead of not doing so and charging me repeat it fees falsely stating payments are not paid and they are. It is cruel and I don't get it.

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