Consumer complaint received 2025-06-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
All payments I made to old loan servicer did not transfer to new loan servicer, see XXXX XXXX below : On XXXX, XX/XX/year> at XXXX XXXX XXXX XXXX wrote : Dear XXXX XXXX, I want to thank you for the opportunity to respond to the concerns you expressed to our Customer Service Department on XX/XX/year>. You stated that you requested an escalation of a payment forwarding issue. We completed our review and our response is indicated below. 



Unfortunately, we have confirmed that the check we sent to your new servicer was cashed, so we are unable to assist any further. Please advise your new servicer that the check was cashed on XX/XX/year>. 



We believe that this response fully addresses your concerns expressed. Should you have any further questions, please contact our Customer Service Department at XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXThank you, XXXX XXXX XXXX Department From : XXXX XXXX XXXX Sent : XXXX XXXX XXXX XXXX XXXX XXXX To : XXXX Comes XXXX Subject : [ External Email ] Re XXXX XXXX # * * * * * * XXXX XXXX XXXX of XXXX You don't often get email from XXXX. Learn why this is important CAUTION : XXXX XXXX. Please do not click on links or open attachments from senders you do not trust. 



The new loan servicer denied receiving anything from Mutual of XXXX and will not apply the payment to my account Regards, XXXX XXXX ( XXXX ) XXXX Dear XXXX XXXX XXXX : Thank you for your inquiry dated XX/XX/year>, regarding your loan. The email that we received was a follow up regarding the service transfer of your loan, and the principal curtailment funds that were sent to your new loan servicer. 



We hope this email finds you well. 



Our records indicate we received your payments in the amount of {$150.00} on XX/XX/year>, {$66000.00} on XX/XX/year>, and {$4000.00} on XX/XX/year>. These payments were applied to your principal. 



On XX/XX/year>, those payments were reversed to a non-interest-bearing suspense account as your loan was transferring. Your payment in the amount of {$70000.00} was transferred with your loan. We have attached your payment history reflecting these payments. Those funds were transferred to your new servicer on XX/XX/year>, under bulk check number XXXX, via XXXX tracking number XXXX. It was signed and received by XXXX on XX/XX/year>. 



We are also attaching another copy of the transfer letter for your review. 



Please contact your new servicer regarding the application of your funds. 



Additionally, we saw that you attempted to send a message through our online portal. We were unable to open the secure message you submitted. As such, if you require additional information, please contact our Customer Service Department at the number below, or you may reply directly to this email.

Your satisfaction is very important to us, and we appreciate your business. Please let us know if you have any further questions or concerns regarding this matter. You may contact our Customer Service Department at XXXX, or you may reply directly to this email if you require additional information. 



Sincerely, XXXX XXXX XXXX Department This E-mail, including any attachments, may contain confidential information. If you are not the intended recipient, please notify the sender, do not disclose its contents to others, and delete it from your system. Any other use of this E-mail and/or attachments is prohibited. In addition, please be aware that any message addressed to our domain is subject to archiving and review by persons other than the intended recipient. 





On XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 



I need Mutual of XXXX to wire me my {$70000.00} This amount was paid to Mutual of XXXX before my loan was sold Mutual of XXXX failed to apply my XXXX XXXXXXXX principle I need my money back XXXX XXXX XXXX

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