Consumer complaint received 2025-07-10 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: HI

Complaint narrative:
I had a home loan with Shellpoint ending in account end in XXXX. It was sold in XX/XX/XXXX to XXXXXXXX XXXX 

I did not receive the information that my loan was transferred so my bank kept sending monthly mortgage payments to Shellpoint. 

I opened a HELOC with Shellpoint in XXXX with the account ending in XXXX. 

Shellpoint received my payments for the account XXXX and without authorization, applied them to principle payments for account XXXX. 

I submitted this proof of payment to Shellpoint. 

{$8700.00} was sent to account XXXX and applied to XXXX : {$3800.00} was applied to regular payment and {$4900.00} was applied to principle on XX/XX/XXXXXXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. On XX/XX/XXXX, Shellpoint applied {$1000.00} twice to principle payments. 

I have requested to reverse the principle payments on XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. For a total {$16000.00}. 

In XXXX, I spoke to an agent and asked the principle payments go towards XXXX and XXXX payments. I did not make those payments since Shellpoint has the XXXX overpayments. She used {$7600.00} of the XXXX and posted payment for XXXX and XXXX regular payments. I asked she mail and email Shellpoint 's payment history for both accounts. I never received that. I also requested the remaining {$9100.00} be returned to me via ACH. I gave her the account number. The money was never returned. 

I then called XXXX, XXXX and XXXX to have the XXXX be applied to monthly payments. Dates of phone calls below. Each month I would speak with a representative, provide documentation via fax, and the response was a supervisor would return my call and resolve this matter. 

As of today XX/XX/XXXX, this matter is not resolved. 

On XX/XX/XXXX, I attempted to call and pay online the {$2300.00} I owe for the month. They would not take my payment since it was less than the XXXX monthly payment they show. Also, they are showing I owe XXXX in payments and have not applied my principle payments to settle the " outstanding amount due. '' Since they would not resolve the matter yesterday, no supervisor was available to talk, I initiated an electronic bank payment for the XXXX. 

In XXXX I will resume normal monthly payments because we will be caught up. 

I have asked they reverse any late fees/charges, apply the authorized principle payments on : Call record XX/XX/XXXX XXXX minutes phone call XX/XX/XXXX XXXX minutes XX/XX/XXXXXXXX XXXX minutes XX/XX/XXXXXXXX XXXX minutes XX/XX/XXXXXXXX XXXXXXXX minutes XX/XX/XXXX XXXX minutes XX/XX/XXXXXXXX XXXX minutes XX/XX/XXXXXXXX XXXXXXXX XXXX minutes XX/XX/XXXXXXXX XXXXXXXX minutes ( tried to make payment. no supervisor. scheduled tomorrow XXXXXXXX XXXX XXXXXXXX ) XX/XX/XXXXXXXX XXXX minutes Supervisor did not call at scheduled time. Called to speak with supervisor. Spoke with XXXX XXXX. Emailed her directly all documentation including hand written letter with signature and all proof of payment. She said she would upload the 7 documents, review and return my call, hoping to get the matter resolved asap.

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