Consumer complaint received 2026-05-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: SC

Complaint narrative:
UMMARY : Shellpoint Mortgage Servicing is holding {$8600.00} of my mortgage payment that cleared my XXXX XXXX account on XX/XX/XXXX without applying it to my mortgage and without returning it to my bank. They are improperly reporting my XX/XX/XXXX payment as unpaid and have assessed {$630.00} in improper late and other fees. LOAN INFO : - Loan # XXXX - Property : XXXX XXXX XXXX, XXXX XXXX, FL XXXX - Servicer : XXXX XXXX dba Shellpoint Mortgage Servicing WHAT HAPPENED : XXXX. On XX/XX/XXXX, an ACH payment for {$8700.00} was initiated. It was returned NSF by XXXX XXXX on XX/XX/XXXX. I acknowledge this bounce and the resulting {$20.00} NSF fee. XXXX. On XX/XX/XXXX, a second ACH payment for {$8600.00} was initiated for the XX/XX/XXXX due date. It CLEARED my XXXX XXXX account on XX/XX/XXXX and was debited from my account. It was NOT returned. The money left my account and never came back. XXXX. Shellpoint 's own payment history shows they received the {$8600.00} on XX/XX/XXXX, applied it, then reversed it the same day with an NSF Fee Assessment of {$0.00} meaning no actual NSF occurred. They reversed an applied payment without bank-side basis and without returning the funds. 4. I have made two additional mortgage payments since then ( {$8700.00} on XX/XX/XXXX and {$8700.00} on XX/XX/XXXX ) that cleared my bank. Despite this, Shellpoint continues to mark me as XXXX month behind. ACTIONS I HAVE TAKEN : - I submitted a formal Notice of Error under 12 CFR 1024.35 to Shellpoint 's designated error resolution address ( XXXX XXXX XXXX, XXXX, SC XXXX ). XXXX Shellpoint acknowledged receipt with a generic " we are working on it '' letter. They did NOT send any notice invoking the 15-business-day extension under 12 CFR 1024.35 ( e ) ( 4 ). - More than XXXX business days have now passed without any substantive written response or correction of the error. - I have an open Shellpoint internal complaint reference number that has been pending for approximately XXXX month with no resolution. RESPA VIOLATIONS : - Failure to comply with 12 CFR 1024.35 ( e ) ( 3 ) investigate and respond within 30 business days - Improper retention of payment funds ( 12 CFR 1024.36 ) - Imposition of fees without reasonable basis ( 12 CFR 1024.35 ( b ) ( 5 ) ) - Continued misreporting of loan status EVIDENCE I AM PROVIDING : - XXXX XXXX statement showing the {$8600.00} cleared on XX/XX/XXXX with no return - XXXX XXXX full Newrez-Shellpoint payment history ( XXXX payments totaling {$110000.00} ) - Shellpoint 's own payment history showing the XX/XX/XXXX reversal with {$0.00} NSF fee - Complete reconciliation spreadsheet - Copy of the original Notice of Error letter WHAT I WANT : XXXX. Apply the {$8600.00} received XX/XX/XXXX to the XX/XX/XXXX due date XXXX. Apply the XX/XX/XXXX payment to the XX/XX/XXXX due date XXXX. Apply the XX/XX/XXXX payment to the XX/XX/XXXX due date XXXX. Reverse {$630.00} in improper late charges and other fees ( {$300.00} late charge from XX/XX/XXXX, {$300.00} late charge from XX/XX/XXXX, {$30.00} other fee from XX/XX/XXXX ) XXXX. Correct any adverse credit reporting for this loan since XX/XX/XXXX XXXX. Provide written explanation of the XX/XX/XXXX reversal and the current location of the {$8600.00} in their accounting

Company response to consumer: Untimely response