Consumer complaint received 2025-05-29 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: Shellpoint Partners, LLC
State: MD

Complaint narrative:
A Dispute of Late Charges on Loan # XXXX XXXX and XXXX I have made multiple attempts by contacting Shellpointe mortgage services after the 30 day grace period with no resolution of the issue. They are currently at 58 days without any resolution. The initial response was sent on XX/XX/XXXX. 

I have had XXXX different conversations each 28 days apart with the last communication being XX/XX/XXXX still without resolution or review. I requested all late fees in XXXX be removed from the account below is an explanation of why they were fraudulent in the first place. 


XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Date : XX/XX/XXXX Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX XXXX XXXXXXXX Main Office NMLS ID # XXXX Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  XXXX Office NMLS ID # XXXX Shellpoint Mortgage Servicing XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Office NMLS ID # XXXX RE : Dispute of Late Charges Loan # XXXX XXXX and XXXX To Whom It May Concern, I am writing to formally dispute the late charges that have been applied to my mortgage account referenced above. These charges appear to be the result of my loan being transferred from XXXX XXXX ( account XXXX, XXXX balance ) to ShellPoint Mortgage Servicing around XX/XX/XXXX. 

During this transfer period, I made every effort to ensure my payments were made on time. However, due to a lack of timely communication and transition between the two companies, there appears to have been a delay in processing my payment ( s ), which I believe was out of my control. In addition there was an account ( XXXX ) transferred with a zero dollar balance that was on autopay. Due to the lack of communication and lack of 45 day notice, payments were being made to the XXXX XXXX account XXXX and not the new ShellPoint account XXXX. Once I was made aware of this error the account was promptly brought up to date which you can see in my payment history with a large payment being made in XX/XX/XXXX to bring the account current. To compound the issue the XXXX XXXX account XXXX was associated with a Bankruptcy and caused significant delays with determining what accounts were past due. 

According to the Real Estate Settlement Procedures Act ( RESPA ), there is a 60-day grace period following a loan servicing transfer during which late fees should not be charged if a timely payment was made to the previous servicer. I believe my situation falls within this window, and therefore, these late charges should be waived. 

I kindly request that you review my account and remove all the late fees associated with the aforementioned accounts this transition from XX/XX/XXXX thru XX/XX/XXXX. 

Please confirm in writing once the charges have been removed, or provide a detailed explanation if you believe the charges are valid despite the circumstances. 

Thank you for your prompt attention to this matter. I look forward to a timely resolution. 

Sincerely, XXXX XXXX

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