Consumer complaint received 2018-06-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: AL

Complaint narrative:
On XX/XX/XXXX, Shellpoint Mortgage, herein referred to as SPM, took over loan servicing from XXXX  XXXX XXXX, herein referred to as XXXX. On XX/XX/XXXX, trying to allow for any confusion that XX/XX/XXXX, or the date of new ownership would cause, I called to make a payment. I had not received any paperwork from SPM, only information on intent to sale loan from XXXX with SPM 's phone number listed. I have yet to receive any " packet '' explaining any loan policies or servicing policies from SPM. I have asked, but have yet to receive it. All I have received is a loan modification packet, which I filled out with XXXX and was told by SMP not to fill out. When I called, the female rep told me that she couldn't find me in the system and that it usually took 7-10 business days for it to download. She told me to call back then because I was protected by RESPA. I told her I had been in the loan modification with XXXX   mid-transfer and she said that was probably why I wasn't in the system. I called back in 8-10 business days and was told that I could not make a payment because I was 5 payments behind, and the only amount to be accepted was the total amount that I was behind. I told them I'd never been told of that before, and XXXX worked with me until I could get a modification due to XXXX discrimination and XXXX in XX/XX/XXXX. I told them that we had planned on making two payments on XX/XX/XXXX, and that the XX/XX/XXXX payment was the 5th payment to push us to the magic number of " behind payments '' to make us behind. They told me I'd been late since XX/XX/XXXX, and I told them that wasn't true. I had paid religiously since I was put on XXXX, and even before then, and the late payments were due from XX/XX/XXXX and XX/XX/XXXX. He repeated that he couldn't take any payment unless it was ALL or none. Once I began researching the issue, I found that RESPA had protections, and when I questioned them on this, they would either not respond to the question or not respond to the email. I called their home office, was told that they would call back in 24 hours, and no one responded. I was put into a home loan modification rather quickly and yet I was still concerned due to the rampant reports of this being a ploy and dual tracking that they practice even though against the law. I have repeatedly called my single point of contact since then asking about the payment and he said it would be lumped into the entire payment when the loan modification trial payments of ( 6 )  payments went through and when the loan was modified. However, I still want to pay to protect us from foreclosure. He told me that I could pay what I wanted to but it would be applied to the loan modification due to begin XX/XX/XXXX and not to the payments due for XX/XX/XXXX, and now XX/XX/XXXX. We have an insurance claim, and I asked if the money left from repairs could be applied to the mortgage and I was told that they would not release the insurance money until the amount that we were late was fully paid. However, again, they will not allow us to pay. I was even told to pay out of pocket for repairs until the money was released, and well, that's the entire problem. I can't pay for the scope of repairs that my insurance company has paid for out of pocket until I get everything caught up payment-wise, nor can my daughter, who suffered an XXXX reaction to the XXXX, suffer and wait that long. I have never seen a company that will not accept money. These issues are running rampant on your site, and I don't see why they aren't fined and pushed to operate ethically. I believe that this company only wants homes with equity, not your money, for foreclosure, and we are being forced into late payments when we are in fact protected by RESPA for 30 more days. Please help us. Please pull phone recordings from them and listen to the frustration they have when I ask questions almost daily trying to save our home.

Company response to consumer: Closed with explanation