Consumer complaint received 2020-10-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
We got behind on our Mortgage payments. They have only sent us bills for it. Never a foreclosure letter. Until we were able to get a loan from my husband 's 401k to pay it up to date. On XX/XX/XXXX I called Shellpoint mortgage servicing to find out what we needed to pay to get our bill up to current. The lady I talked to told me that it is in foreclosure so they can't except the payment. That I wouls have to wait until I got a reinstatement letter from lawyers office. So I waited 2 wks pasted no letter so I called Shellpoint and got told to just wait another week. So another week pasted still no letter. So I finally got  the letter XX/XX/XXXX. The letter said to call the lawyer in case there was more funds owed. I tried to call the lawyer XXXX XXXX. Didn't get an answer. I left a message for him to call me back. So when we was able to pay the amount they asked for we had to get another loan from my husband 's 401k bc the lawyers amount was more than shellpoint had told us it would be and we had to pay our other bills. So on XX/XX/XXXX I tried again to reach the lawyer. Still no answer. I did get ahold of the director of the law firm in Florida. He told me to send it in a cashier 's check to the law firm in the amount on the letter. So I did. I recieved a bill for XXXX for {$8400.00}. I knew they just might not have gotten the payment before the bill was sent out. So I called Shellpoint asking them what my current payments would be for the rest of the months to come? The guy I talked to " XXXX '' said that we didnt have a payment due until XXXX. For me to wait until I got a paper stating that a payment is due. So XXXX I get a bill for {$8800.00}. I had sent them {$8100.00} on XX/XX/XXXX so I knew this bill can't be right. So I called Shellpoint on XX/XX/XXXX to find out what is going on. They said they have not recieved my payment. So I call the lawyer about 6 times that day leaving at least 3 messages for him to call me back. He finally does telling me that they have the payment now. That it had been sitting in another office in their building. And since I made it out to the lawyers office they have to contact Shellpoint to see how to send them the money. ( Shouldn't they know how to get them their money? ) He told me that he or Shellpoint would give me a call back. So a w/o pasted, no call. So I called Shellpoint on XX/XX/XXXX to see if they had gotten my payment yet. Nope still haven't gotten it. So the lady I talked to in the XXXX department ( which is the department at Shellpoint who handles the mobile home mortgages ) she told me that they have not heard from the lawyer. And I might owe more money. I asked her if I could send my 3 months that I'm behind on now bc of them not telling me any info. And she said that i couldn't send them any payments now bc they have not recieved the reinstatement payment. She said that she was going to reach out to the law firm to find out where the money was. And she would give me a call back within 2 days. I talked to her on Thursday no call Friday. So being I was so busy remodeling my daughter 's bedroom. I gave them until Thursday XX/XX/XXXX. I called them back still can't get any answers. They still haven't gotten the payment. By this time I am so mad. I just don't understand why these people keep giving me the run around and aren't trying to help me to get/keep my payments up to current. So when the man told me that they still haven't gotten the payment. I asked him why can't i just cancel the Cashier 's check to the lawyer and send it straight to Shellpoint. He got quiet. So I smarted off " that closed your mouth and got you thinking huh? '' So he got smart with me. I told him they needed to do their job and stop XXXX   us over. And he hung up on me. So now I am asking y'all for some help to getting this matter solved. So that we don't continue to get more behind on our payments than we already are.

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