Consumer complaint received 2024-12-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: MI

Complaint narrative:
XX/XX/XXXX, I was notified oXXXX XXXX XXXX XXXXXXXX that they were sending my mortgage to a loan servicer ( Shellpoint ). And, payments made after XX/XX/XXXX would need to be sent to the new loan servicer., ever since, there have been nothing but problems. XXXX XXXX XXXXXXXX indicated that there would be no differences in my account- but there are many : First, my payments up to XX/XX/XXXX were {$820.00} When I finally got the statement from Shellpoint it was for {$890.00} ( this was because a new insurance premium was scheduled to take place in XX/XX/XXXX and was scheduled to be higher than the previous one but in XXXX when I got the assessment I changed increased my deductible so never took place XXXX XXXX  XXXX was quickly notified and they immediately adjusted the change of premium to {$800.00} all is well documented. Note : It took until the XXXX week of XXXX to receive my new loan information - acct numbers, etc. Since I had payment due on XXXX - XXXX not only called XXXX XXXX XXXX back when I did not receive timely information from Shellpoint and FHA/HUD - I was assured that I had two months to allow for the transition and not to worry - I made a payment on XX/XX/XXXX - via phone via their automated system. After a week of waiting for my payment to be pulled from my bank account, I placed a call they claimed that they showed a payment and that when they attempted to pull the payment from my account- they were informed that I did not have an account- with the bank ( which was not true ). They then tried to asked for my bank account information- and I declined and immediately called my bank- only to learn that Shellpoint never attempted to pull the funds, they never contacted my bank to inquire about my having an account - Note : these funds were in my account and had been sitting in my account for at this point about 16 days. On Shellpoint 's paper it looks like I attempted to make a payment for funds I did not have- which is untrue and misleading. After this call, I spoke to my bank and they helped me to establish a online account to send guaranteed funds - I did immediately - that day and waited for an updated statement from Shellpoint that never came. I made my XXXX payment to Shellpoint on XX/XX/XXXX - I have since learned that they credited my mortgage on XX/XX/XXXX the same day that they sent a demand letter indicating that I am in default this letter conveniently did not reflect the payment credited to my account for the month of XXXX and sited me also do for a partial payment for XXXX. Note : My payments are due on the XXXX of each month and past due after the XXXX of the month. Today, I received statement from them with a {$30.00} fee attached for " XXXX XXXX XXXX '' this also should never have happened. - It feels as though I am being targeted and that after 22 years they are attempting to take my property. At present : XXXX - I am only past due for a partial payment for the month of XXXX roughly {$720.00}-

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