Consumer complaint received 2018-01-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
Filed for Chapter XXXX on XX/XX/XXXX. Mortgage arrears in the amount of {$8800.00} was included in the repayment plan confirmed by the federal bankruptcy court on XX/XX/XXXX. Original monthly repayment amount was {$430.00}. On XX/XX/XXXX, repayment amount was changed to a monthly payment of {$480.00} as a result of an appeal by the mortgage company and was to begin with the XX/XX/XXXX payment. Made house payments consistently every month prior to the due date beginning XX/XX/XXXX through now. Mortgage loan was transferred to Shellpoint Servicing on XX/XX/XXXX. XX/XX/XXXX received notification that escrow shortage caused monthly payment to increase by approximately {$100.00} ( Insurance and Tax amount has not increased in recent years ). Also in XX/XX/XXXX, received letter from Shellpoint that they would like to discuss our mortgage with us but needed permission from out bankruptcy attorney : the letter stated that because we had been such good customers and made timely payments that they could offer to forgo our XX/XX/XXXX payment and possibly our XX/XX/XXXX payment. We obtained permission from our attorney to speak with Shellpoint, but when we called we were told we had already had three modifications since the loan 's inception in XX/XX/XXXX so they would be unable to allow a deferred payment. In XX/XX/XXXX, received package by Shellpoint dated XX/XX/XXXX that included a repayment worksheet. On XX/XX/XXXX a motion was filed with the bankruptcy court to lift Chapter XXXX protection because it was alleged that the loan had not be paid as promised in the bankruptcy plan. Shellpoint listed two missing payments, the first being a XX/XX/XXXX payment. Prior to Shellpoint taking over our mortgage account, we had XXXX until they transferred the loan to XXXX in XX/XX/XXXX. We received statements from both XXXX and XXXX showing our payments were being made on time and consistently. After the motion of stay was filed by Shellpoint, we contacted XXXX to ask about our payment history ( thinking we may have made some sort of mistake ). However, XXXX assured us they showed no missed payments or late payments or anything else that would void our bankruptcy, repayment plan. Shellpoint has added {$6000.00} in late payments and attorney fees to our principal balance. Doing some research on Shellpoint has uncovered a great amount of customer complaints able their business practices. In one instance, funds cleared our bank on the XXXX of the month, but Shellpoint did n't post to our account until the XXXX of that month ( where was my money for this 27 day period? and why was it made to look as though I was late paying my mortgage? ). This shady company seems to be deliberately causing excess fees in an attempt to force homeowners into foreclosure or other types of default. In my case, I have two mortgage companies saying we did everything just right, and Shellpoint saying we are in default for payments that were due/paid 3 years prior to them obtaining our mortgage account. We have been blindsided by Shellpoint - never received a letter, phone call saying there was a problem. The first indication we had that something was wrong was when we received the notification from the bankruptcy court that Shellpoint had filed a motion to no longer be obligated to honoring our Chapter XXXX protection.

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