Consumer complaint received 2025-03-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Setting up an escrow account for taxes and insurance
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
I have repeatedly found Shellpoint aka XXXX XXXX to be very difficult to work with. Their agents clearly do NOT intend to help a customer when I call in and are very antagonistic over the phone. They make every time I call in ALL ABOUT THEM. They refuse to answer questions or follow through on requests for information. I can never get an explanation as to WHY they are repeatedly holding my payments " in suspense '', not giving me credit for them and always adding additional large amounts onto my accounts with NO explanation. This XXXX XXXX is a SCAM and they make SURE that you NEVER get out of debt to them. In the XXXX that I have had this loan, on my small home, ONLY {$5300.00} have been applied to the PRINCIPAL. I paid {$88000.00}, for my small home and my balance is still {$82000.00}. This is FRAUD. For example, The XXXX XXXX, dated XX/XX/XXXX the payment amount they CLAIMED that I owed was {$1400.00}. I called XX/XX/XXXX and questioned this as ALL of that had been PAID in full, even though I was given NO EXPLANATION as to WHY this large amount was demanded. Now, the XX/XX/XXXX Statement, received XX/XX/XXXX, is demanding {$1000.00} for XX/XX/XXXX. I called XX/XX/XXXX and asked agent " XXXX '' WHY this large amount was on my account, again. I was NOT given ANY answers. Agent just wanted to argue and degrade me. I also requested a PAYOFF PACKET on XX/XX/XXXX when I called and the male agent just kept on arguing and degrading me. I can't bear to deal with these hateful agents anymore and plan to get rid of this, once and for all, by paying it off. The male agent got MAD, because they will NO LONGER be able to ABUSE MY ACCOUNT, once I take it away from SHELLPOINT. They are unbearable to deal with and just want to harass and abuse customers. They do NOT want to answer questions and have NEVER been helpful nor offered ANY helpful information that I requested. They make every time I call, ALL ABOUT THEM ; NOT helping the customer. They are NOT applying my payments, holding them in SUSPENSE, in order to run up interest on my account, and they keep on adding on MORE LARGE AMOUNTS, due MONTHLY, with NO honest explanation. This has been going on since XX/XX/XXXX. This XX/XX/XXXX statement claims that I have a " Past Unpaid Payment '' of {$420.00}. I do NOT have ANY unpaid payment. {$420.00} USED to be my monthly payment but XXXX RAISED it to {$660.00}. HOW is it that on XX/XX/XXXX when I called, my account was UP-TO-DATE, and now they are demanding a {$660.00} payment AND a {$420.00} payment???????????? I could NOT get answers to that ; just arguing. Does XXXX train their " agents ''??? I don't think so and they certainly don't teach them to be helpful nor respectful. WHY am I being demanded to make TWO MORTGAGE PAYMENTS -- the new amount of {$660.00} and the old amount of {$420.00}????????? This SHELLPOINT SERVICING is a SCAM. They make SURE you NEVER get your loan PAID DOWN and I am FED UP.

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