Consumer complaint received 2020-02-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
I have repeatedly requested that Shellpoint Mortgage Servicing/NewRez document and support their poor accounting and junk fees that exist on my mortgage. I have cancelled checks from XX/XX/XXXX ( now ) until the present that show and support my claims that my home was not ever in foreclosure in XX/XX/XXXX & XX/XX/XXXX and they charge me junk fees and record bogus charges throughout these years for this. I have cancelled checks showing the payments from XX/XX/XXXX to the present for mortgage payments and they do not even come close to the ridiculous records that Shellpoint Mortgage has even when they were not servicing the loan. 
For example : In XX/XX/XXXX XXXX  XXXX XXXX was servicing my loan and I had an interest only mortgage. XXXX  XXXX XXXX 's accounting sheets accurately report my payment, escrow payment and interest payments, and principal balance on each date. These are matched on Shellpoint Mortgage Servicing 's records until XX/XX/XXXX, where they begin to charge me fees and increase the Principal Balance of my loan BEFORE they ever even start servicing my loan! The balance begins to go up and never stops! They have the audacity to begin violating RESPA before they ever even own the loan! 
This continues on the balance sheet and the loan is sold to XXXX XXXX yet they do not know exactly WHEN they take over Servicing the loan because they are so corrupt. I file a complaint with the AZ DFI and they response that they start Servicing the loan, " On or around XX/XX/XXXX '', but oops, it is in XX/XX/XXXX according to all actual records! Why? Because I begin questioning their accounting ( XXXX XXXX at the time ) and they must have gotten worried and paid someone to record the Deed transfer in XX/XX/XXXX but forgot about this I guess? Who knows but the CFPB doesn't want to do anything about it. They just keep on closing my complaints. ) I make payments on time to my mortgage throughout XX/XX/XXXX and XX/XX/XXXX and their records, try as we could, can not match the dates the checks were cashed by them and when they were paid and they will not correct their errors and remove them from my account. Their only interest is foreclosing on my house and in order for me to stop them from doing this I had no choice but to file for an injunction against them in court. This madness has to stop and I will keep filing complaints until it does. 
The letter sent to me by them in response to me complaints says, " You have a right to request documentation supporting that no error has occurred '' yet they refuse to supply documentation and just keep on sending the same documents that show that multiple errors HAVE occurred and writing lies and no one at the CFPB looks at them. I had no idea that our tax dollars were going to an online blog and no one even works here! I need to get a job here so I can have the health benefits too because they are doing a better job investigating these predators at the other agencies. DO YOUR JOB AND GO AFTER THESE CROOKS OR JUST MAKE THEM DOCUMENT EVERY SINGLE LINE ITEM ON THE MORTGAGE STATEMENT WITH FACTS, INVOICES, AND PROOF JUST LIKE YOU ARE FORCING THE CONSUMER TO DO IN ORDER TO GET SOME RELIEF.

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