Consumer complaint received 2025-11-13 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
XXXX. Summary of Complaint On XX/XX/year>, the servicing of my home equity line of credit ( HELOC ) was transferred from Shellpoint Mortgage Servicing ( New Rez ) to XXXXXXXX XXXX XXXXXXXX XXXX On that same day, I made my regular mortgage payment of {$1000.00} to Shellpoint. Shellpoint has failed to properly apply or forward this payment, causing XXXX  to incorrectly report my account as delinquent. Despite my efforts to resolve this, I have been threatened with foreclosure and forced to make XXXX months of payments in XXXX months to protect my credit and home, causing significant financial strain. 

XXXX. Detailed Chronology of Events XX/XX/year> : My HELOC servicing was officially transferred from Shellpoint to XXXX. I made my scheduled payment of {$1000.00} to Shellpoint, believing it to be the correct payee as the transfer was effective that day. 
XXXX XX/XX/year> : I received a notice from XXXX stating my account was delinquent. I was confused, as I had made the XXXX payment. 
XXXX 2025 : The situation escalated when XXXX sent me correspondence regarding a potential foreclosure on my property. To avoid this severe action, I felt compelled to pay XXXX for both XXXX and XXXX, plus associated late fees, despite having already paid XXXX. 
XXXX XXXX XXXX : XXXX contacted me again, stating I was now delinquent for the XXXX payment. This ongoing cycle of delinquency is a direct result of the unresolved XXXX payment. 
XX/XX/year> : To stop the continued delinquency notices and further threats to my home, I was forced to make another double payment to XXXX, covering both XXXX and XXXX. In just over XXXX months with the new servicer, I have made XXXX payments due to an error that is not my own. 

XXXX. Attempts to Resolve the Issue I have made extensive efforts to contact Shellpoint to resolve the missing XXXX payment : I have attempted to call Shellpoint over XXXX times. Each time, the automated system requires an active account number to proceed. Since my account was transferred, I no longer have an active number, and I am unable to speak to a live representative. The calls are systematically terminated. 
On XX/XX/year>, I used my still-accessible online portal with Shellpoint to send a secure email requesting information and a resolution. To date, I have received no response. 

My attempts to inform XXXX of the payment made to Shellpoint have not resolved the core issue, as they insist the payment was never received or applied. 

XXXX. Specific Harm and Relief Requested Due to the errors and failures of both Shellpoint and XXXX I have suffered : Financial Harm : I have been forced to pay {$2100.00} ahead of schedule ( for XXXX and XXXX ) to avoid foreclosure. 
Unjust Fees : I have been charged late fees for payments I actually made on time. 
Credit Damage : My credit report may be negatively impacted by the incorrect delinquency reporting. 
Severe Emotional Distress : The threat of foreclosure on my home has caused significant XXXX and distress.

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