Consumer complaint received 2024-08-20 00:00:00
Product: Mortgage — Conventional home 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: MN

Complaint narrative:
I have paid my mortgage every month for years and was recently told by Shellpoint that they have not received payments in nearly 2 years. This is untrue. 

Below is an email that I sent to them on XX/XX/XXXX, to address a random call I received from " Shellpoint Mortgage '' that I had not paid my mortgage. I was told it would be resolved in 30 days. It has not been. They have begun harassing me ( sending me weekly emails and letters stating that I have not contacted them, when in fact I have, and they have asked for more time to resolve ). 

The last time I called ( XX/XX/XXXX, I believe ), they told me " I should read my mail '' more often and that I was over XXXX underpaid, stating they have not received payments in almost 2 years. 

This can not be true, as my bank has confirmed I have sent payments, AS DOES MY XXXX statements for the past XXXX years. 

I have begged them to give me information about where they are coming up with XXXX + in me being behind and they refuse. In fact, every time I call them, they tell me a different story. The most recent one is that I was behind in my escrow, which makes no sense. 

Additionally, when I call to check the status ( even though their letters and emails say that I have not been in contact, which is so frustrating ), they start by saying " This is not an attempt to collect a debt '' but then they ask me to get on a pay plan. 

I contacted a lawyer through my employer who thought this XXXX be a scam, but since the letters are coming from Shellpoint and the phone number matches what I've saved on my phone, I don't think it is. He also suggested that maybe they are trying to get me to default and/or make me feel forced to refinance into a higher rate ( since I have a 2.96 % ). I would hate to think they are taking these types of tactics, but I am at a loss since every time I am in contact with them, they tell me something different and blame me even more, insinuating that I " should pay my bills '' and " read my mail ''. 

This is causing me undue XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXs. I pay all of my bills on time and have for decades. To be accused of not paying, when I have, is wrong and harassing, especially when they elude to the fact that I XXXX go into foreclosure! Also, where is my money going? Is someone in their office embezzling it? 

Not to mention when I pulled all of my mortgage statements, they show that I have made payments, most of the time more than is due. 

This is not the first issue I had. When my loan was transferred, they moved me to a 6 % interest rate and told me " honey, you had an ARM '' when I had a fixed rate. Then they claimed that they did not get proof of insurance for my homeowners, something I have had auto-renew every year, and threatened to use their company. I spent hours upon hours trying to resolve this. Unacceptable! 

Please help me resolve this! 

Tue, XX/XX/XXXX at XXXX PM TO WHOM IT XXXX CONCERN : This is an urgent matter. You have not applied my payments to my account and instead stated you returned them, which upon my own investigation ( and confirmation from XXXX XXXX XXXX  ) is not true. 

I have called numerous times and today was the first day I was told that my account was showing as 11 months of no payment. Inexcusable! Why would you wait for months to let someone know this, even if it was true? 

I recommend you check my notes, although I was told from some you XXXX not. If you do, you will see I called and talk with XXXX XXXX last week who said it looks like there was a slight error on your end and that they would make sure the {$200.00} that she said I owed was figured out. Next thing I know, I get a text telling me to check an important message, and it says I owe over XXXX next month. 

Today, I get a letter in the mail, with a packet stating you recently received bankruptcy paperwork. This is not true or accurate! So, I call and spoke to XXXX today. It turns out that now I owe over XXXX next month and he said that was because you hadn't received payments in 11 months. Why did XXXX XXXX not mention that when I called on XX/XX/XXXX? Or the person before that, as I know I spoke to someone late in XXXX? 

He advised me that I had to prove I made payments and that they were not returned. I think that process is unreasonable, especially since it is on XXXX to provide me information about where you have returned my money. 

You will see proof of payments attached. I also called them and spoke to an agent at XXXX XXXX ( XXXX in customer service ), who confirmed that all of my payments were successful ( hence there is a confirmation number ) and that there was NEVER a reversal, meaning no funds were returned to my account. 

I request that this is resolved IMMEDIATELY. Someone in your company is withholding my payments and they are not being applied to my loan. 

Your company has continually caused undue stress over the years, whether it be receiving threatening emails that you I must send in my insurance ( which I emailed, mailed, and faxed countless times ) to this, which is accusing me of having insufficient funds. This is unacceptable and unfair to a consumer who values their credit and payment history. 

I request that you contact me in writing as soon as this is received and reviewed. In this case, I think you should provide me the courtesy of doing that before " 30 days + '' as I was told you typically require, given the incredulous nature of this situation.

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