Consumer complaint received 2024-04-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
XXXX XXXX XX/XX/XXXX I am frustrated, confused, and overwhelmed by the constant problems I encounter with this company. Despite my efforts to resolve issues by reaching out, providing evidence, and seeking assistance, I continue to face challenges. It is distressing and disheartening to deal with a company that lacks ethics, engages in predatory lending practices, and operates with a dishonest and unresponsive customer service department. I started receiving an excessive amount of harassing communications regarding the nonpayment of my home insurance. It was strange because the insurance had been paid in full on time, and there were no changes to the policy from the previous year. I made numerous attempts to contact them through phone calls, emails, and the secure messaging center to explain the situation and provide necessary documentation. However, calling and selecting the correct department proved to be futile as I was left on hold for over an hour on multiple occasions. The callback option was useless as they never followed through. In response, I replied to their emails, clearly stating their error and submitting the required documents to put an end to the bothersome harassment. I attempted to resolve the issue by sending the documents through the site and mobile application multiple times, but it did not fix anything. After trying over XXXX times with no success, I realized that it is better not to select a specific department when calling. Contacting traditional mortgage servicing allowed me to at least speak to someone. However, I have had to repeat this step over XXXX times because none of their associates are willing to address the issue. Each representative gives the same unhelpful responses such as " We don't know '', " We'll have to complete an escrow analysis '', " We'll reach out in XXXX days '', or " It'll be fixed ''. The insurance coverage was never adjusted and now they have added additional coverage, putting me in an uncomfortable and unnecessary situation. This has made it difficult for me to manage mentally, causing fear and taking food from my children 's mouths. When I went to make my monthly payment, it was about {$400.00} above the correct amount. I immediately called to explain my circumstances. The representative assured me that the situation would be quickly remedied and that he could accept the payment for the correct amount. I made the payment as instructed. However, XXXX days later, I received an email claiming I had missed a payment and a late fee was also applied. This is unacceptable and needs to be resolved immediately. My entire mortgage payment was incorrectly marked as inapplicable and unapplied. I immediately called back and demanded to speak to a supervisor. I was assured that the issue would be resolved promptly and that I would be contacted by Monday, XX/XX/XXXX. However, I have yet to receive any resolution. Today is the XXXX and I am concerned that despite my efforts to rectify the situation, my payment XXXX be reported as late to the credit bureaus, potentially damaging my hard-earned excellent XXXX XXXX. My top fears are losing my home and dealing with this situation where I feel powerless as a borrower. This company has repeatedly put my family in wrongful and inaccurate situations, causing immense stress each time. The payment center insists I owe not just the insurance payment, but an entire payment, despite holding my last payment XXXX and not applying it. After researching the company and reading reviews, it is clear that these situations are not uncommon. Customers express fear, sadness, and frustration over the destruction of their hard work, with no support or assistance. I will be reporting this to the XXXX CFPB, an attorney, and any relevant governing institution. I have gathered substantial physical and digital evidence and intend to subpoena the company for my call records. Their actions are unacceptable and they must face consequences. After consulting with a lawyer, I will explore all possible avenues to seek maximum compensation and punishment. I will not hesitate to pursue civil and criminal charges for harassment, negligence, emotional distress, inaccurate documentation, predatory lending, lending discrimination, lender misconduct, improper payment handling, fiduciary breaches, bad faith, fraud, and loan modification abuse.

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