Consumer complaint received 2019-08-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
First off, I already submitted a complaint to you and it is not in your database and it has not been resolved. 

In XX/XX/XXXX, Shellpoint Mortgage Servicing misapplied my mortgage payment to someone else 's mortgage payment. When I called to find out what happened to my payment and provided proof of payment, they responded by telling me they had accidentally applied my payment to someone else 's mortgage, which is why I know that. 

Then they refused to apply my payment back to XX/XX/XXXX, when I had paid it. This began years of me calling and having arguments with whoever was on the phone and my balance sheet of payments began to look like a child with a pencil, erasing and re-erasing my payments and moving them around and making up things all over the balance sheet, like a bad math problem, going even worse. 

It STILL looks like that but now they won't fix it even though a rational human being looking at it knows it makes no sense and I have proven time and again that what it shows is illogical and stupid. 

It is now showing that all the payments made in XX/XX/XXXX are, " unapplied payments '' (?? ) and my house was in foreclosure ( it wasn't ) and lockbox ( never. ) Then Shellpoint Mortgage has the audacity to begin charging my random fines for no apparent reason. Random ones. They never tell me about them. They just seem to think they should have the freedom to start charging random fines for no reason at all? 

There is even a fine in my statements for {$170.00} for a lawn maintenance fee and I don't even HAVE A LAWN? Hello? 

When I requested an explanation for all the random fines I was told they were just allowed to charge fines for whatever reason they wanted to without giving an explanation? 

I have been paying on my mortgage consistently since XX/XX/XXXX and I now owe more on my mortgage than I did when I purchased my home? I was only paying 2 % interest on my mortgage and was paying extra towards the principle and they not only were not applying my mortgage payments to the mortgage interest and principle, they were stealing the money, charging me fines and fees and absorbing the money and keeping it? During this time period they even send me back overpayments on escrow payments! 

How did this happen and how can they continue to get away with it? 

So I do not miss a single payment until I begin to get very sick lastXX/XX/XXXX and I realize I am definitely going to miss a payment XX/XX/XXXX and I try to be proactive and I call them. I ask if I can have a forbearance and am told I do not qualify for a forbearance. No idea why but I just don't. So XXXX, the loss mitigation person tells me we will just roll the missed payment into the next three payments. They set up a payment plan and I call him to make a payment and he tells me I can't make one yet because they're not ready. A week later he says the same thing. I CAN'T PAY YET. 

Then I become extremely ill and am hospitalized. The payments are never made and I don't ever get back to work as planned. A few months later my sister took over the negotiations and a forbearance was arranged but I was not under the impression that this meant that I come out of the hospital and suddenly must pay {$5000.00} a month to make up all the missed payments because I was sick or get out of my house? Of course I have no check stubs to send anyone? I have been in the hospital and sick for months? How could I possibly qualify for a pre-payment plan? I am being told I need to pay $ 12,000+, or get out? That's not a forbearance or anything. 

And I have written loss mitigation three times requesting the problems with the payments and fees be fixed and no response at all. None. They just get to keep my money, incorrectly apply all my payments over the years, assess fines that are not mine, and all my mortgage payments for the prior 16 years of owning my home have made my payoff amount higher than when I purchased my house? 

I sent you a complaint in XX/XX/XXXX and it is not even shown here in your system? Tell them to stop abusing me and set this right.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation