Consumer complaint received 2025-03-17 00:00:00
Product: Mortgage — VA 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: NC

Complaint narrative:
This has been on-going i need for the mortgage servicing company Shellpoint to check their records and the cfbp response from Caliber Home loan that validates my complaint from the beginning of this issue. The mortgage company commits misrepresentation on every response following the response submitted to the cfpb on XX/XX/XXXX. If the cfpb could look into that response that states that it was some error in the payment that need to be fixed. And that Caliber agent also committed a derogatory conversation over the. The later states the concern that is addressed in my past complaint. This is not a repeat complaint. This is a to verify that Shellpoint/ NEWREZ/ Caliber have engaged in misrepresentation when it comes to a matter dealing with this on-going issue please read each question as I sent these same questions to your legal department. With no answer to this date. I was told that my account came out of litigation status on to separate dates on on XX/XX/XXXX and on XX/XX/XXXX. I have also supplied the documentation from Caliber Home loans titles slander in the pdf. The transcript from the conversation and the last response from Shellpoint that didn't address my question directly. Please if their is anything need from my end don't hesitate to email me. But I need these questions answered. 

I spoke to your legal team in early and late XXXX we spoke a few weeks back about a question, here are a few to start with. 
My complaint/ questions are that the company did not address the letter that was provide to me from the company. The letter entails a dispute about not being able to pay my mortgage. The letter also includes a part of inappropriate behavior on the behalf of the company by an agent of the company. This letter is in lieu of the complaint that I have that the company did not reach out to me for over 6 months. In that 6-month period I was not able to make a larger payment on my loan payment which is a violation of my right to perform commerce. It stops me from getting loans due to the fact that the company said I was later on my payment. Which I had XXXX late fee prior to the mortgage start date. Putting my account into collections status. It should never have been in collection status as I wasn't late on any payment. In the complaints response from the company. Another time Shellpoint states that I was due for XXXX payment. When the loan transferred from Caliber to Shellpoint. This could not be true as my loan transferred from Caliber in XXXX XXXX XXXX  My question is how could I be late on a payment when I have a grace period. My first payment was made to Shellpoint with a credit union check. welcome letter sent to me said so also. ( Disclosure ) I still stand on the fact that due to the neglect of my account and treatment that violates regulations I do not own any debt on my domicile. The company stated that they answered my questions in the pass. Upon reviewing all the response. The company seems to fail to address the real concern ( letter and transcript provided ) pertaining to my complaint. 

1.will the company address my complaint properly and work in a resolution to this on-going issue. As they stated in Newrez NC XXXX that they had legal issues that was not handled prior from the purchase of Caliber.

2. Will the company admit that the restrictions to my account for the last year almost. Delayed my efforts to come to an agreement during the service member act that allows veterans to work with the mortgage company to find the best solution to not loss my domicile. Will the company address this and give more time to work on this on-going issue before prematurely place my domicile in foreclosure status?

3. Has the company reviewed the phone conversations that are in question? I have a transcript of the conversations. All calls are recorded on their end so they should have the recording. As it states in their letter to me that they reviewed the conversation, and they were concerned about the interaction by their agent.

4. The company said that they would work with me about the payment issue. But they never got back to me about the issue. A supervisor by the name of XXXX XXXX was supposed to work with me about the situation but we never got around to doing so. Will the company still honor their words in the letter sent to me and I provided with this complaint? ( Stated in CFBP response ) 5. Will the company cease and desist on slandering my remarks, as they state there is no evidence that shows that the company has not violated the contract.

6. Not letting someone pay in the manner as stated in my contract as it says I can pay the loan off as fast as I want to? Will Shellpoint stop misrepresentation of information?

7. Did Shellpoint see the letter and still stand on the fact that there is no evidence to say that Caliber was wrong or misrepresentation?

8. Will Shellpoint honor the part in the contract that pays for unresolved issue, it's the new service provider that is responsible for resolving the issue?

9. Will the company address and answer each of these 9 questions separately even if they already answered the questions prior to this?. ( please see evidence before responding ( CFPB response and notarized transcript of phone conversation )?

Thank you, for your speedy response for this email XXXX XXXX,

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