Consumer complaint received 2025-11-03 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: TN

Complaint narrative:
b"Summary\n\nShellpoint / XXXX  have created a pattern of payment re-aging, unapplied funds, and fabricated fees on my post-discharge mortgage account.  Agents repeatedly invoked bankruptcy disclaimersThis is not an attempt to collect a debt due to your discharged bankruptcywhile simultaneously quoting balances and demanding payment.  One agent stated, Thats why I think Im a little confused, admitting they could not reconcile my payments inside their own system.  These actions violate RESPA (Reg X), TILA (Reg Z), FDCPA, and 11 U.S.C.  524(i).XXXX XXXX XXXX XXXX payment held unappliedXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  Only XXXX XXXX was credited; the remainder was re-aged to XXXX which was already paid.XXXX XXXX XXXX XXXX XXXX XXXX XXXX online after the portal falsely showed a balance due.  That payment disappearedXXXX XXXX XXXX XXXX XXXX XXXX to close out XXXX  Agent confirmed the loan was current.XXXX XXXX XXXX  Portal briefly displayed the XXXX XXXX  payment, then shifted to show XXXX XXXX due for XXXX  Later a representative told me, I think that went to XXXX, which is impossible.  This is deliberate payment re-aging.\XXXX XXXX  Calls  Multiple representatives gave conflicting balances.  One said, Thats why I think Im a little confused, proving the account cannot be reconciled from their screens.  They then assessed XXXX XXXX8 in late fees and a XXXXXXXX  property-inspection fee.  When I asked for the inspection date or proof, none existed; the agent simply placed me on hold.\nStatute\nCitation\nConduct\nRESPA (Reg X)\n12 C.F.R.  1024.17(k)(1)\nFailed to credit payments as received; re-aged XXXX XXXX  payment to XXXX XXXXXXXXnCharged unverified property-inspection fees\n XXXXIgnored error-resolution duties after admitting confusion\n XXXXFailed to maintain one accurate transactional history\nTILA (Reg Z)\n12 C.F.R.  1026.36(c)(1)\nDid not promptly apply payments\nFDCPA\n15 U.S.C.  1692e(2)(A)\nMisrepresented amount / legal status of debt\nBankruptcy Code\n11 U.S.C.  524(i)\nAltered post-discharge payment application and demanded sums inconsistent with discharge\n\nConsumer Harm\n\t\tFalse delinquency of roughly XXXX XXXX despite full, timely paymentsXXXX XXXX XXXX payment induced by inaccurate portal display.\n\t\tUnearned XXXX XXXX XXXXate fees and XXXX  property-inspection fee.\n\t\tContinuous calls using bankruptcy disclaimers while still quoting balancesconfusing and unlawful post-discharge collection.\n\t\tEmotional distress and risk of wrongful foreclosure.\n\n\n\nRequested Relief\n\t1.\tFull reconciliation of all payments from XXXX XXXX forward.\n\t2.\tWritten confirmation of correct principal balance and application of each payment.\n\t3.\tRefund of duplicate payments, late fees, and the XXXX inspection fee with interest.\n\t4.\tRemoval of any negative credit reporting.\n\t5.\tDisclosure of internal ledger and proof of any claimed property inspection.\n\t6.\tCertification of corrective action to prevent future payment re-aging.\n\n\n\nSupporting Evidence (to attach)\n\t\tRecordings and transcripts XXXX XXXX XXXX XXXX XXXX calls).\n\t\tPortal screenshots showing XXXX XXXX XXXX XXXX XXXX XXXX due.\n\t\tBank confirmations for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\t\tAny correspondence referencing payment application task completed.\n\n\n\nComplainant Statement\n\nShellpoint / XXXX  repeatedly misapplied verified payments, told me my funds went to XXXX, added property-inspection fees that never occurred, and invoked bankruptcy language while still demanding money.  One agent openly admitted, Thats why I think Im a little confused.  These actions violate RESPA, TILA, FDCPA, and 11 U.S.C.  524(i).  I request full CFPB and state enforcement review, restitution of all misapplied funds, and sanctions for systemic payment re-aging and fee fabrication.XXXX XXXX XXXX XXXXXXXXI'm sorry, we are unable to make an account match using the last four digits of the Social Security number you entered please try again please enter the last four digits of your Social Security number followed by the pound key We see the number you are calling from today is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Is this a good number to call using our automatic telephone dialing system for future calls to allow us to use this phone number press one if you would like to opt out press two. Thank you we will update this phone number on your loan. If you are a homeowner in an active or discharged bankruptcy, you may have received a periodic billing statement from us. Recently borrowers in an active or discharged bankruptcy previously did not receive statements unless requested the XXXX XXXX mortgage servicing rule requires mortgage services to send modified periodic statements to consumers who have filed for bankruptcy. These rules went into effect on XXXX XXXX XXXX XXXX  If you do not wish to receive periodic billing statements, you may request in writing that we see sending periodic statements. Our records indicate that you requested a payment application task on your loan. The task has been completed. No further action is needed from you at this time you can review the results by going to shell point mtg XXXX  and reviewing the change on your transaction history, please choose one of the following options to self service your loan to pay by phone using our your call is being transferred please hold thank you for calling Shell point mortgage servicing. Please be advised we are a debt collector. This is not an attempt to collect a debt due to your bankruptcy for training and quality purposes. Your call may be monitored or recorded your estimated wait time is less than two minutes. All of our agents are assisting other customers if you would like to hold your place in queue and have the system call you back press one otherwise please hold for the next available agent call may be returned between XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thank you for calling XXXX. My name is so nice of XXXX and what a recorded line. Who do you have a pleasure speaking with today? \n\nYou\nHi, my name is XXXX XXXX \n\nParticipant\nThank you, XXXX be for verification purposes. Can you please verify the mailing address along with the last four of the Social Security number and account? XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TN XXXX XXXX XXXX XXXXnParticipant\nThank you and I see the loan you are calling about your XXXX XXXX XXXX We thank you and your family for your sacrifices and service of our country and our honor to help us our customers and also I'll just get to inform you by breaking is a bad collector. This is not an attempt to collect a debt due to your district bankruptcy and XXXX XXXX Do we have your permission to contact you within the next seven days via call or text using \n\nYou\nYes \n\nParticipant\nour dial if it is needed is it your cell phone number ending in XXXX XXXXYou\nYes \n\nParticipant\nAnd do you want also to set this up the primary contact of yours? \n\nYou\nYeah \n\nParticipant\nOf a perfect and also XXXX XXXXI'll just need to inform you that your account is currently for a total of XXXX including the total liter see if XXXX and the other fee of XXXX and also if you have some free time, give me visit the web online to check the status of your account and you can set up there for ACH for the payment biweekly and send one please and how many help you for today? \n\nYou\nOK, what is what is the XXXX for? \n\nParticipant\nThat is for the other fees \n\nYou\nWhat fees? \n\nParticipant\nFor the property inspection if you are on 30 days \n\nYou\nWhen was our property inspection? \n\nParticipant\ndelinquent on your yes That property \n\nYou\nWhen was the property inspection done? \n\nParticipant\ninspection if you are on 30 days OK offer for this one let me go ahead and double check. OK go for the \n\nYou\nOK, I'm going \n\nParticipant\nproperty inspection. Let me go ahead and check. When did this property inspection was fine OK and then I'll be back off so would you mind if I put this on hold for about one to two minutes thank you kind to stay on the line. \n\nYou\nOK, go ahead. Go ahead. XXXX XXXX XXXX XXXXSing your loan press one to talk to a loan officer about refinancing your please select one of the following options to be connected to your loan servicer for new rest press two for XXXX  thank you for calling Shell point mortgage servicing, but I couldn't be XXXX XXXX Please enter the last four digits of your Social Security number, followed by the pound key We see the number you are calling from today is XXXX XXXX XXXX XXXX XXXX XXXX XXXX Is this a good number to call using our automatic telephone dialing system for future calls to allow us to use this phone number press one if you would like to opt out press two, thank you, we will update this phone number on your loan. If you are a homeowner in an active or discharged bankruptcy, you may have received a periodic billing statement from us recently borrowers in an active or discharged bankruptcy previously did not receive statements unless requested the XXXX XXXX mortgage servicing rule requires mortgage services to send modified periodic statements to consumers who have filed for bankruptcy. These rules went to effect on XXXX XXXX XXXX XXXX If you do not wish to receive periodic billing statements, you may request in writing that we see sending periodic statements. Our records indicate that you requested a payment application task on your loan. The task has been completed. No further action is needed from you at this time you can review the results by going to shell point mtg XXXX and reviewing the change on your transaction history, please choose one of the following options to self service your loan to pay by phone using our free automated phone system press one for Shell point mortgage servicing contact information press two. For general loan information press, three for escrow your call is being transferred. Please hold thank you for calling Shell point mortgage servicing. Please be advised. We are a debt collector. This is not an attempt to collect a debt due to your bankruptcy for training and quality purposes your call may be monitored or recorded your estimated wait. Thank you for contacting XXXX mortgage servicing. My name is XXXX XXXX on a recorded line with whom do I have a pleasure of speaking? \n\nYou\nYes, my name is XXXX XXXX XXXXParticipant\nXXXX XXXX, how are you today? \n\nYou\nHow are you doing? \n\nParticipant\nI'm doing well, sir thank you so much for asking the pain before we speak in detail as to why you're calling. Could I please have you provide your mailing address and the last four of your social please? \XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXParticipant\nAll right, I want to thank you XXXX XXXX XXXX for verifying that information, sir before we speak in detail please allow me a moment to offer you to say thank you to you and your family for your sacrifice and service of our country. We are honored to have you as a \n\nYou\nThanks \n\nParticipant\ncustomer. I also have informed you, sir, that we will get servicing is a debt collector. This is not an attempt to collect a debt due to the status of your bankruptcy discharge XXXX XXXX if we have to contact you in the next seven days with your updated information, do we have your permission to call? And this permission include automated text messages and automated calls as well \n\nYou\nSure Right \n\nParticipant\nOK, so I do see where your account is eligible to schedule out up to three post payments and all the account also shows that you last called in last week XXXX XXXX XXXX XXXXWhat are you talking about schedule out? \n\nParticipant\nJust like you would write a post check you can write on that check a date just like you would write a \n\nYou\nWhat do you mean oh no no no no no no no \n\nParticipant\npostage \n\nYou\nno no I'm about. I'm supposed to get a check for around three XXXX XXXX XXXX XXXX XXXX she said to be like 7 to 10 days. I'm supposed to have a payment for XXXXXXXX XXXX XXXX XXXXpplied and that was made on XXXX XXXX so I'm just checking the status that. \n\nParticipant\nOK, so what I am seeing on the account at this time looks like the most recent payment we received was on the XXXX XXXX  and that brought your \n\nYou\nFor how much? \n\nParticipant\npayment up Seeing That was XXXX XXXX XXXX \n\nYou\nAnd that paid off XXXX correct? \n\nParticipant\nThat oh yes, sir, that was enough to cover the month of XXXX  that is correct and now the account has been up \n\nYou\nOK, so there was another payment on there. There's another payment that came in on the XXXX XXXX where is that one? \n\nParticipant\nI don't see that payment has been received posted to the account as of yet and I do see on the XXXX you made a payment over the Internet \n\nYou\nRight right for a whole month XXXX towards that payment \n\nParticipant\nThat payment was applied to the month of XXXX XXXXNo, we already paid XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnParticipant\nIt shows on the XXXX that you made a payment for XXXX and that was the full amount due which was applied to the amount \n\nYou\nYou're saying we made a pic so let me \n\nParticipant\nYeah, that took \n\nYou\nunderstand something there's XXXX who is sitting in XXXX unapplied we made a payment for XXXX XXXX XXXX XXXX  OK so now that if we take XXXX XXXX of that and put it in of XXXX  that pays off XXXX  so then what are you doing with taxes you put that in XXXX right so then I call in XXXX and I gave her the XXXX  because she says that's how much I owe and if she stated on the XXXX  we're paid off however, now you have an extra payment where is that payment at? \n\nParticipant\nSorry, I don't show that the payment on the XXXX  Let me see says on the XXXX XXXX XXXX XXXX XXXX you added a payment of XXXX XXXX XXXX XXXX XXXX and that was the amount that was posted To XXXX So you paid for XXXX XXXX XXXX XXXX then on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX how much money do we pay total? \n\nParticipanXXXX XXXX XXXX XXXX XXXX XXXX XXXX  you're referring to that was on XXXX XXXX XXXXYou\nThat's right that sitting in XXXX right and then there's a problem here because you see the payment on XXXX XXXX XXXX XXXX all right so that payment was made on XXXX XXXX actually on our payment history it's on our bank account those payments you drafted out but the prom now is you're only telling me XXXX XXXX  but in fact we paid off XXXX we paid off XXXX and then you got an extra payment so I need to know where that payment is \n\nParticipant\nThat's what we're a little bit confused when we receive a payment on XXXX XXXX you have credit on the account of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX yesterday we spoke to somebody yesterday XXXX  we had XXXX on paid balance towards our account. We were told that that would be distributed for XXXX XXXX and you guys are going to dismiss a check back and for XXXX XXXX XXXX XXXX XXXX apparently you guys have been with holding unapplied balances which is against spot. And sending out foreclosure notices basically say you gotta pay by the XXXX  that you're three months behind but see the prime is you can't be behind if you're holding money so we just need our money we need you guys to put it on XXXX XXXX XXXX XXXX, and since our check like you agreed to \n\nParticipant\nI'm not sure there's been a price on XXXX XXXX Looks like I'll \n\nYou\nYeah, you guys yeah apparently \n\nParticipant\ncontact and apply. \n\nYou\nSorry \n\nParticipant\nLooks like all parents have an applied \n\nYou\nNo, they haven't. We have XXXX  an unplayed unapplied money. Going back three years see what you're doing as you keep putting us into arrears OK so that we are never ahead but the problem is we're already ahead This is taken care of Sunday a letter was sent to you guys XXXX XXXX we called that was taken care of. She stated got recording everything so I mean gotta have it done. She stated yes I see us XXXX here we're going to, but how do you want me to do this? I said pay XXXX XXXX and then send a check for XXXX XXXX So it was already made \n\nParticipant\nOK, so if you sent a letter but it's being reviewed by our payment processing department but at this time I don't see an unpaid burn on applied balance of XXXX I'm not showing anything and \n\nYou\nWell, they told me but yeah yeah I spoke to you guys yesterday \n\nParticipant\nunapplied \XXXX you told me you have XXXX unapplied and then you you told me you were gonna pay for XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \n\nParticipant\nThat's not what I'm saying I am not saying there was an unapplied balance of XXXX yesterday. I'm sitting there wasn't an \n\nYou\nBut there is there is a unified balance, but there is an \n\nParticipant\nunapplied. \n\nYou\nunified balance. No, it's it's more than no you have to go back three XXXX XXXX XXXX that was applied to your XXXX payment \n\nYou\nyears. No you have to go back three years. OK what you're doing is taking the unapplied payments and putting them in another account you're moving them Do you understand you guys I've been sued for this stuff you guys have already been sued for this several \n\nParticipant\nWhere would we move into? \n\nYou\ntimes OK under arrest, but you can't do what you're doing \n\nParticipant\nWell, sure if we don't have a full deal and we can't apply to have to sit on a bike at this point \n\nYou\nWell, why don't you audit it so audit my account so audit my account \n\nParticipant\nAs I advised as I advised already, sir, payment processing is reviewing your account because you sent an email but at this time I do not see that there's XXXX XXXX XXXX XXXX XXXXThen how come yesterday there \n\nParticipant\nwas a high balance of three. I'm not sure I'm not that person, sir but looking at your account yesterday, there was not a balance of \n\nYou\nwas \n\nParticipant\nXXXX  when you're on a bike. \n\nYou\nThere was yesterday I mean, I got recorded talking dispute that \n\nParticipant\nOK sir so if you'd like, you can definitely go ahead and check on our website which will show that there was an \n\nYou\nYeah, your website so that's the \n\nParticipant\nunapplied. I'm sorry I \n\nYou\nproblem. Yeah, it doesn't work. \n\nParticipant\ninterrupted you. Go ahead. \n\nYou\nYeah, the problem with you guys is you say one thing somebody else says something else your website says something else but none of us the truth. You're all contradicting each other. The website does not equal what you're saying you see the problem we're having. \n\nParticipant\nNo sir, because the website shipping matching my payment history and my payment history does not show an \n\nYou\nIt's not matching your payment history \n\nParticipant\nunapplied for XXXX XXXXYou\nWait, let me ask you this I called on the \n\nParticipant\nyesterday XXXX. I spoke to one of your idiots. I said listen there's two XXXX. Excuse me there is \n\nParticipant\nOK sir, I will not tolerate you being \n\nYou\nXXXX sitting in \n\nParticipant\ndisrespectful. I understand you are XXXX. No I'm not \n\nParticipant\nfrustrated \n\nYou\nfrustrated to listen to me. I'm your \n\nParticipant\nOK \n\nYou\ncustomer there was XXXX and unapplied payments in XXXX  OK we were told that we only owed XXXX XXXX  all right so then we call on the XXXX and then we speak to one of your individual individuals. He says yeah well what happened was you have XXXX on the site in XXXX? OK then he says my wife made a payment foXXXX XXXX XXXX XXXX then he says it that money went to XXXX XXXX XXXX XXXX XXXX XXXX XXXX but then all of a sudden he came back and said you need a calculator and I'm like I don't need a calculator because what happens is you take XXXX XXXX XXXX that complete XXXX and then you've got another XXXX left over whatever whatever it is and XXXX XXXX  So and then he tells us that oh well, you still owe XXXX XXXX XXXX XXXX so you see your math just does not add up. You guys tell one story and then you change it again. You see the problem \n\nParticipant\nAnd we take that out for your XXXX XXXX XXXX XXXX So \n\nYou\nI'm sorry so wait wait I'm sorry on \n\nParticipant\nthen \n\nYou\nXXXX XXXX XXXX XXXX XXXX XXXX  was made right \n\nParticipantXXXX XXXX yes and I went and applied which was the XXXX XXXX XXXX XXXXou\nWhere is it? Where is that money at? \n\nParticipant\nadvised it was the XXXX XXXXou\nBut it was just unapplied, right \n\nParticipant\nWhen trying to apply \n\nYou\nRight OK so it was unapplied for XXXX My wife made a payment for XXXX XXXX XXXX XXXX XXXX  correct \n\nParticipant\nYes, there was a payment for XXXX XXXX XXXX XXXX XXXXou\nOK right Then XXXX XXXX went to XXXX right? \n\nParticipant\nNo sir, 3 XXXX XXXX XXXX XXXX SXXXX \n\nYou\nWhere's my XXXX  at? \n\nParticipant\nThat was in the payment because you had made the payment of \n\nYou\nNo wasn't you just told me you just told me that I had \n\nParticipanXXXX XXXX there that was \n\nParticipant\nOK sir \n\nYou\nunapplied but yet you just told me and my wife made a payment for XXXX XXXX  which went to 3XXXX XXXX XXXX XXXX so where's my XXXX  payment? The balance it wasn't applied \n\nParticipant\XXXX XXXX XXXX XXXX XXXX XXXX  \n\nYou\nRight \n\nParticipant\n- XXXX because that's what your XXXX payment was was \n\nYou\nHa ha, right \n\nParticipant\nXXXX if you \n\nYou\nHa ha, right \n\nParticipant\XXXX XXXX XXXX\nSo how much money? \n\nParticipant\nSo then that left \n\nYou\nRight in case no OK so how much money out of that XXXX with the \n\nParticipant\nGo ahead \n\nYouXXXX  \n\nParticipant\nI got XXXX  well we first had the XXXX in there so let's go ahead and go 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 \n\nYou\nOK, did that pay it off? \n\nParticipant\nThat paid for XXXX XXXXn\nYou\nOK, what about XXXX  then because we still have money left over right? \n\nParticipant\nYou had XXXXXXXX left over a payment was made \n\nYou\nOK \n\nParticipant\nyesterday foXXXX XXXX XXXX which \n\nYou\nHa ha \n\nParticipant\ncompleted your XXXX payment \n\nYou\nNo \n\nParticipant\nleaving XXXX and the unapplied \n\nYou\nI'm sorry when was the payment before that one yesterday? \n\nParticipant\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \n\nYou\nNo, it wasn't. It was made on XXXX XXXX XXXX XXXX  You took it on my bank account \n\nParticipant\nI'm showing a payment of seven XXXX XXXX XXXXYou\nNo, you took out it's showing my bank account you took out XXXX XXXXor the month of XXXX See now we have a problem because your numbers don't match up so where is my XXXX you guys just took out my bank account then \n\nParticipant\nI showed the XXXX XXXX and you advise that you already \n\nYou\nNo \n\nParticipant\nsent a complaint so it is being reviewed by our payment \n\nYou\nBut I'm asking you about my accounting right but I'm asking you about a \n\nParticipant\nprocessing \n\nYou\npayment \n\nParticipant\nAgainst her that has to be done by our payment processing department since they're reviewing it because you're \n\nYou\nBut you just told me yoXXXX XXXX XXXXrticipant\ninsisting there's XXXX XXXX  \n\nYou\nYou're supposed to understand what's going on but yet you can't find my payment from Sunday You just told me it was paid \n\nParticipant\nI can sure \n\nYou\nXXXX paid for \n\nParticipant\nshow that your XXXX XXXX is paid for \n\nYou\nOK, but when was that payment made for \n\nParticipant\nAnd there's nothing \n\nYou\nXXXX but when was that payment made for \n\nParticipant\nremaining in your pipe The remainder amount of \n\nYou\XXXX? \n\nParticipant\nseven XXXX XXXX as I had advised numerous times now was made on XXXX XXXX that \n\nYou\nFor XXXX XXXX XXXX XXXX \n\nYou\nYou're telling me XXXX XXXX XXXX XXXX XXXX XXXX right Is that correct? \n\nParticipant\nYes \n\nYou\nOK, so that was for what month \n\nParticipant\nCompleted XXXX \n\nYou\nOK, so then XXXX XXXX another payment was made foXXXX XXXX  Where is that money? \n\nParticipant\nI am not saying that one at this time so I can reach out to XXXX  There's nothing in your \n\nYou\nSays it's unapplied \n\nParticipant\nunapplied, sir. There's nothing there. \n\nYou\nSo I made it so you're telling me the payment was already made but then I made another payment That's unapplied you just told me that the payment that I made for XXXX XXXXompleted the XXXX repayment correct? \n\nParticipant\nCorrect that was made on \n\nYou\nRight, but there was another payment made for \n\nParticipant\nXXXX XXXX XXXX XXXX XXXXr that now \n\nParticipant\nOK again I'm \n\nYou\nBut we're missing \n\nParticipant\nI'm not seeing that payment, sir. You're saying it came out of your checking account. OK that's great. \n\nYou\nI'm seeing it right here in front of me. I'm looking at the payment history right here. I'm looking at the payment. I see it right here \n\nParticipant\nNow you're saying \n\nYou\nunapplied since XXXX XXXX XXXXParticipant\nYeah, you're seeing the XXXX \n\nParticipant\nunapplied balance go from the unapplied with that XXXX XXXX XXXX XXXX XXXX XXXXYou\nHa ha \n\nParticipant\ncombined and it went towards your XXXXXXXX XXXX XXXXYou\nSo what about the XXXX XXXX where that go? \n\nParticipant\nThat is what was coming out of the unapplied \n\nYou\nIt wasn't that was the money that it was a payment I made I made a payment for \n\nParticipant\nOK sir, \n\nYou\nXXXX XXXXParticipant\nagain I am not seeing that and seeing the seven XXXX XXXX  goes with the \n\nYou\nOK, so I just wanna ask you one more question here \n\nParticipant\nunapplied to create XXXX XXXX XXXX and the apply XXXX XXXXu\nOK, so XXXX was paid off right then you told me that some of that money was left over something that money was left over for \n\nParticipant\nXXXX has been XXXX then you said to complete XXXX  I had to pay XXXX right \n\nParticipant\nI said that you did pay XXXX  yes \n\nYou\nTo complete XXXXr correct to complete XXXX  right again a payment was made for XXXX for the complete month of XXXX so that's an extra payment there \n\nParticipant\nAgain, I'm not seeing that here, sir so I can definitely reach out to my payment \n\nYou\nSo how come my numbers look different than \n\nParticipant\nprocessing department, but I'm not seen that \n\nYou\nyours? \n\nParticipant\nI am not sure sure I can't see what you're looking at. I can see what I'm looking at which is your payment. \n\nYou\nI'm looking it says payment history it is I'm looking at payment history. It says XXXX XXXX XXXX a payment for XXXX was applied or it says applied payment now and you took it out of my bank account and it's just unapplied it's just like sitting see that's the prom you don't you don't even know where this payment is. You guys weren't even know where the XXXX is now. Now you understand what's going on you guys aren't applying money properly Do you have a \n\nParticipant\nI got her. I'm just \n\nYou\nsupervisor do you have anybody? I can talk to that knows what they're doing \n\nParticipant\nshowing that what I'm very well aware of what I'm doing, sir \n\nYou\nOK, where did the payment XXXX XXXX XXXX  go it's on my payment history. I'm looking at it right now. Where is it? \n\nParticipant\nYes, it went from your unapplied to your regular monthly payment for \n\nYou\nIt could've \n\nParticipant\nXXXX \n\nYou\ngone from my monthly payment. You just told me a payment was made. There was a payment in XXXX XXXX XXXX XXXX sitting in XXXX unapplied correct my wife made a payment for my wife made a \n\nParticipant\nCorrect \n\nYou\npayment XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that went to whatever it was went to XXXX to pay it off right Correct \n\nParticipant\XXXX XXXX  was from the \n\nYou\nbut \n\nParticipant\noriginal on balance and XXXX XXXXYou\nOK \n\nParticipant\XXXX XXXX XXXX XXXX you made went to your XXXX payment \n\nYou\nOK, and then how much was left over \n\nParticipant\nThat left \n\nYou\nHow much was left over they went to \n\nParticipant\nXXXX XXXX XXXXParticipant\nAre you going to allow me to answer, sir? \n\nYou\nYes, go ahead \n\nParticipant\nThank you XXXX XXXXYou\nAnd that was from the XXXX XXXX payment correct? \n\nParticipant\nThat was what was left over of the XXXX XXXX XXXXYou\nOK and then and then a payment so then yesterday a payment was made for XXXX whatever is a complete XXXX XXXX? \n\nParticipant\nCorrect and we XXXX XXXX XXXX XXXX XXXX XXXX  Shellpoint representatives admitted that a XXXX XXXX  payment existed in unapplied status, contradicted themselves about its destination, and then erased a previously confirmed XXXX XXXX  unapplied balance.\nThe same call captured two separate employees describing entirely different account realities within minutes of each other.\n\nEvidence (verbatim excerpts):\n\nI do see there was a balance in the unapplied of XXXX XXXXOK yes, I dont see that  it was about XXXX XXXX  applied yesterday.\nSupervisorXXXX XXXX XXXX theres another payment that was made  that put your unapplied balance at XXXX XXXX completing XXXX payment.\n\nEach statement conflicts with the others. The first recognizes an unapplied payment; the second claims the funds were applied yesterday; the third insists the same payment completed XXXX  a month already paid through prior remittances.\n\nInterpretation:\nThis sequence demonstrates a systemic data-integrity failure rather than a single mis-keyed entry.\nShellpoints staff are reading from live account screens that change while the customer is on the line  meaning the ledger is being rewritten in real time to reconcile internal errors or conceal unapplied balances.\nSuch volatility violates:\n\t\tRESPA  1024.38(b)(3)(i)  failure to maintain accurate and accessible records.\n\t\tRESPA  1024.35(a)  servicer notice of error (were a little confused) triggers investigation duty.\n\t\tTILA  1026.36(c)(1)  failure to credit payments as of date received.\n\t\tBankruptcy Code  524(i)  post-discharge tampering with payment application.\n\nThe conflicting explanations  unapplied, applied yesterday, completed XXXX   confirm ledger re-aging and manual overrides.\nNo servicer could produce three mutually exclusive account states unless data are being altered outside ordinary automated posting rules.\n\nRisk Impact:\nThis behavior shows a system-level vulnerability where borrower payments can be suspended, moved backward to earlier months, or erased without audit transparency.\nThe XXXX XXXX call provides a living snapshot of that process: funds appear in the system, vanish, then reappear labeled applied, enabling Shellpoint to (1) fabricate delinquency, (2) assess late fees and inspection charges, and (3) justify foreclosure notices while still holding consumer money.\nSuch conduct jeopardizes compliance with federal servicing standards and exposes investors and borrowers to material misrepresentation of cash-flow integrity.\n\n\n\nSystemic Alignment\n\nThe same mis-allocation pattern appears across every month since XXXX XXXX\t\tpayments first recorded as unapplied,\n\t\tlater re-aged to prior months,\n\t\tfollowed by fee creation and conflicting balances.\n\nThis repetition confirms a servicing algorithm or manual policy, not human error.\nShellpoints own agents admitted confusion (thats why I think Im a little confused) because their interface dis"

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