Consumer complaint received 2026-01-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
A check with the correct loan number as mailed to the lender back in the month of XX/XX/XXXX. I called the lender to make sure that I was given the correct mailing address and I asked what needed to be on the check to make sure that the payment was properly applied without any issues. I was given the address as the address on the mortgage statement and I was advised to make sure that the loan number was on the check. 

The check was sent in XX/XX/XXXX with all pertinent information as the Shell Point lender advised. The check was cashed by Shell Point on XX/XX/XXXX but the payment was not applied to the loan. However, there were payments received prior to XXXX XXXX, XXXX ( on XXXX and XXXX XXXX that covered XX/XX/XXXX - XX/XX/XXXX payments ). Another payment was made in XXXX but returned for insufficient funds and then paid again on XXXX XXXX, XXXX covering XX/XX/XXXX payment ). 

I sent Shell Point Loss Mitigation an email on XXXX XXXX, XXXX inquiring about the missing payments from the cashed check ( check number, the loan number, the property address, & proof of the cashed payment ) and received no response. I called XXXX XXXX, XXXX and spoke with someone in Shell Point Loss Mitigation they told me to send an email to NewRez proof the cashed check payment. I was told that I would receive a letter in the mail regarding the open investigation. I receive XXXX letters XXXX and XX/XX/XXXX regarding the inquiries being reviewed. I never received a letter that indicated a resolution or need for further information. I called on XXXX XXXX, XXXX and spoke with XXXX reps in Shell Point loss Mitigation and I was advised that the email that I sent on XXXX XXXX, XXXX could not be opened and they asked me to send another email with a pdf file of the proof of the cashed payment to XXXX. I sent the email the same as the conversation and referenced the reps names that I spoke with. Once again, I never received a response. 

On XX/XX/XXXX, the lender hired XXXX XXXX ( a company that specializes in property preservation, maintenance, and repair for residential properties in default or foreclosure ) and someone from the company left a letter on the door that indicated the property was vacant, to contact them in XXXX days if the property was not vacant, and if they are not contacted they will start preservation services including securing the property. When I called Shell Point, Loss Mitigation said the loan was not in foreclosure but it was XXXX  months behind and they hired XXXX to inspect the property. When I explained that they noticed indicated the company would start preservations, XXXX XXXX insist they were there to inspect the property only. When I inquired about the missing cashed payment, they told me that the payments were updated on XXXX XXXX, XXXX and covered XX/XX/XXXX and XX/XX/XXXX payment. I told the rep that XX/XX/XXXX payment was paid on XX/XX/XXXX and reflects the payment was made prior to an edit of the stated XXXX XXXX, XXXX. 

The rep told me that nothing was going to change and that the loan was XXXX  months past due and in danger of foreclosure. I repeatedly asked the rep to explain how an edit made to the loan on XXXX, XXXX reflected a payment that was paid XXXX XXXX, XXXX and she refused to explain. I made several attempts to explain how the math did not add up to fit her explanation. When I asked for a supervisor, she placed me on an extended hold over totaling over an hour. Then I called back and spoke to a male that asked me I resided in the property and I told him that the property was not vacant multiple times. The male rep insist he was going to note that I did not answer the question. He asked me another question that I answered, and again he stated he was noting that I did not answer his question, and when I told him that he was noting that I did not answer him when I did. He accused me of telling how to do his job. I asked to speak with his supervisor and the rep asked me why. I told asked him if he didn't hear the way he was speaking to me and he placed me on an extended hold. 

XXXX, Shell Point Loss mitigation stated that he was on the leadership team. I complained about the previous rep and XXXX only said the rep was not supposed to speak to me the way he did. XXXX looked into my issue of the unapplied cashed check and at first told me the adjustment made was to payments applied to the principal only and that {$1800.00} was applied with {$200.00} unapplied. I told him that the math did not add up once again compared to the amount of the check that had not been applied to the loan. XXXX, placed me on hold to research my inquires for the cashed check and ultimately told me that Shell Point still did not have proof the cashed payment and asked me to resubmit the email again. I told him that I sent the same email several times already with not response and they still did not have it. I also asked why they could not research the cashed check with the check number and XXXX told me that only thing he could suggest was for me to resend the email. I confirmed the email that I sent he previous emails as the XXXX and XXXX confirmed that the email was correct. I told him that I did not understand why Shell Point was not willing to do more considering how long it has been for them to apply the payments given the facts and that they have cashed a check with the loan number on it. I specifically asked why no one was willing to follow up. XXXX said that he would follow up XX/XX/XXXX and when they should have the email. But I never heard back. The loan account is passed due because they have not applied the cashed check payments to the loan. 

Today, XX/XX/XXXX, I received an email from a XXXX that stated they could not find the account after I forwarded the original email that contained the loan number, address and check number. They requested the loan number or address. I forwarded them another email with the information included, explaining that I have made several attempts to resolve this issue, etc. Also, I attached the thread of emails to this complaint.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation