Consumer complaint received 2025-08-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: DE

Complaint narrative:
Mortgage Servicing Complaint Loan Holder- Newrez LLC XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX NMLS # XXXX Mortgage Serviced by- Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXXXXXX, SC XXXX Main Office NMLS ID # XXXX XXXX XX/XX/XXXX Summary- Shellpoint Mortgage Servicing claims my mortgage has been in arrear since XXXX, XXXX, despite regular monthly payments. Shellpoint has charged me numerous fees during that time, in excess of {$1000.00} total, for late fees, property inspection fees, etc. Communication with Shellpoint on this issue over the last month has been, for the most part, unsatisfactory. 

During a chat conversation at the end of XXXX, I was told the problem was due to my mailing the payments and not allowing Shellpoint to directly debit my accounts despite my explaining to the rep during the chat that my payments are sent electronically from my bank. When I asked for a manager the chat was ended saying I was idle too long while I was replying to the latest message.This failed chat prompted a call which was connected to Shellpoint customer service representative, XXXX XXXX. XXXX was the only helpful person I have talked to at Shellpoint. With XXXX assistance we were able to identify that there were payments made electronically every month, with none missed but we were unable to come to a conclusion as to why the account fell into arrears. XXXX then opened complaint # XXXX in reference to the problem. 

Since this discussion I have been contacted by Shellpoint Customer Service by phone at least twice plus numerous texts which keep saying my payment has not been received. During one such call I informed the customer service rep there was a pending complaint about improper application of payments. This rep then opened a second complaint referencing the first complaint. In a subsequent call on XX/XX/XXXX, I again told the customer service rep that there was an unresolved complaint that needed to be answered and, at that time, since nothing had been done in regard to the complaint, I said if I need to open a complaint with my state AG and the CFPB. At this point I was asked to hold for a manager. 

At this time I was transferred to Shellpoint Customer Service Manager, XXXX. I asked again about the status of the complaint and was told the complaint was resolved on XX/XX/XXXX, or XXXX, while I was on the phone with a Shellpoint Customer Service representative. I believe this is the date referenced above when a second complaint was supposed to be opened. I communicated this and was again told. The complaint is closed. To date, no additional information on the complaint has been shared with me. 

The Customer Service Manager ( XXXX ) then reviewed something and told me our mortgage has been in arrears since XXXX, XXXX, due to a shortfall in payments caused by an interest rate increase of 2 % starting with the XXXX, XXXX payment. I do have an adjustable rate mortgage so an interest rate increase is possible. XXXX XXXX, the payment increased {$240.00} creating a shortfall and the account falling into arrears. 

I informed the Customer Service Manager that I had not received a notification of an increase. Per the Customer Service Manager, a notification of the rate increase was mailed to me on XX/XX/XXXX. I do not recall receiving the indicated notification from Shellpoint. Additionally, I have elected to receive electronic communication from Shellpoint and could not locate any rate notification in my email and, to the best of my knowledge, did not receive a printed/mailed notification. 

When I pressed the Customer Service Manager on the Unapplied Payments, Principal Only Payments and Late Charge Payments listed in the account history the call was abruptly cut off without warning. There was no return call from the customer service manager to continue the discussion and, as I had been provided no contact information for the manager, I had no way to resume the conversation. 

I have tried to understand what Shellpoint was doing with the payments but due to the complicated and confusing entries shown in the online payment history it has been impossible for me to do a proper analysis to understand what is going on. What I can identify is my payments recognized by Shellpoint as Regular Payment up to XX/XX/XXXX, and applied to my account as a Regular Payment and a Principal Only Payment for the payment due on XX/XX/XXXX. Beginning with the payment for XX/XX/XXXX, delivered on XX/XX/XXXX, the payment is identified as a Principal Only Payment After this date the entries become very confusing with entries for XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, Late Charge Assess, Unapplied Payments, back-dated Regular Payment, Property Inspection XXXX XXXX 

From a payment perspective, I can identify, via my bank records, a payment was delivered electronically from our bank 3 to 5 days before the payment due date so all payments were made on-time. 

Additionally, we decided to increase our payment amount in XXXX, XXXX, to pay down the mortgage faster. At that time we increased our payment by an additional {$400.00} per month from ( {$1700.00} to {$2100.00} ) and with that decision, an additional payment was sent by our bank on XX/XX/XXXX. This increased payment amount is still in effect today. 

My last point would be that it appears our ARM was adjusted again in XXXX, XXXX, and as with the previous adjustment, there was no notification either electronically or via printed mail. This was a rate decrease of XXXX percent.

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