Consumer complaint received 2024-09-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
Timeline of Facts The initial mortgage company was XXXX XXXX. See Mortgage Note In XX/XX/XXXX, I received a letter informing me the mortgage company was being sold to XXXX XXXX. See Letter from XXXX XXXX In XX/XX/XXXX, I received a letter indicating the servicer was now Specialized Loan Servicing. See Letter from SLS I experienced a decline in business in XXXX. I was not being paid for some of the accounts I rendered services for and one of my main accounts went out of business. 

I applied for the mortgage modification program at the end of XXXX. Initially, I did not qualify for the program. Until this period, I never missed a mortgage payment, which made me ineligible for the program. 

I applied again for the program after being unable to make payments for XXXX and XX/XX/XXXX. 

On XX/XX/XXXX, I received a letter informing Specialized Loan Servicing changed their name to Newrez LLC dba Shellpoint Mortgage Servicing.- See letter from Newrez Shellpoint Specialized Loan Servicing sent documentation on XX/XX/XXXX, indicating they reviewed my application. They provided the results for the program I was eligible for and explained the terms. To accept the agreement, I needed to make a payment of XXXX XXXX no later than XX/XX/XXXX, XXXX See letter from SLS I made a payment of {$2.00}, XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. See payment history In XXXX, I attempted to make an online payment, and the website indicated the online access was disabled. I called Shellpoint to make the payment over the phone. I noticed after about a week ; the payment was not taken from my account. 
I called Shellpoint to inquire about the payment. I was informed by a representative the payment could not be made over the phone. She said the records from Specialized Loan Servicing had not been transferred yet, so Shellpoint did not have the documents from the mortgage relief program. She would have to manually input the payment amount from the mortgage relief program. She confirmed the payment was made for XXXX and she could also see the XXXX payment in escrow. After another week, I realized the XXXX payment still did not come out of my account. 

I called again and was told the payment was being returned because it was not the full mortgage payment. At the time I made the XXXX payment, Shellpoint only had records for my account number, payment history, and some of my loan documents. 

The representative informed me my account was delinquent for the XXXX and XXXX payments, and I was being removed from the mortgage relief program. The only way to remain in the program was to make two payments immediately. My other option was to apply for Shellpoints loan modification. 

After a careful look at my payment history and loan documents I noticed miss applied fund showing re-application of payments due to investor transfer payment reversal due to investor transfer Going back to XX/XX/XXXX when no payment had missed. These issues were never corrected causing a need for a modification. It is my belief that SLS/Newez Shellpoint is miss applying funds and forcing loans into default, scamming HUD and the Federal government of the insurance on these mortgages. See payment history I am now in the process of completing the documents for the loan modification program. I also sent a letter to Shellpoint requesting proof of the note for the mortgage and all associated loan documents. See Request letter

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