Consumer complaint received 2025-06-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
My mortgage loan was obtained by XXXX around XX/XX/year> from my previous mortgage servicer, XXXX XXXX XXXX XXXX XXXX ) XXXX Upon acquiring my loan there were issues with my account beginning XX/XX/year> when I began receiving collection calls stating that my mortgage payment was not paid. Although I provided proof of payment, I continued receiving the calls. I requested an escalation to resolve the matter, several months passed before I was taken seriously and after I insisted. 
Once I was able to speak with someone, I was given the run around about my why my payments were not being applied to my account when received. I was also advised to speak with the insurance department because the issue on my account was within that department. Spoke with them and there I received the run around again for several months. Again, I insisted on a solution and accurate information. After numerous attempts an agent informed me that my escrow account was negative due to insurance pay outs. Two premium payments for hazard insurance were being paid out of my account. I informed them that I did not have two policies and that the duplicate policy needed to be corrected. The agreed to remove one of the policies to " correct '' the issue.

After the call I was still receiving collection calls about my mortgage payment. Upon contacting them again, I was now given a different reason for the calls. Although they were receiving my payments ( on time ) they were holding the payments as unapplied payments and not processing my payments therefore creating late fees and other fees, unnecessarily. XXXX was the beginning of the pandemic however, I did not experience hardship right away and continued with my payments as agreed. Unfortunately, I was eventually impacted, and a mortgage assistance company assisted me with mortgage payment. Two separate lump sum payments were paid to Newrez/Shellpoint yet they still inaccurately reported my payments as late and charged a {$25.00} fee each month for what was considered an occupancy check. The fee was not necessary as I was in communication with them as well as the mortgage assistance company where they were made well aware that I resided at the residence and still reside there. Accurate payments were made and received from myself and the assistance company to Newrez/Shellpoint and they still incorrectly reported them. 
They also have not provided proof of refund to my account for the inaccurately assessed late fees, other fees or overpayment for a duplicate/unauthorized insurance premium. Fees were added for the time frame of XX/XX/year>, May XXXX XXXX XXXX XXXX XXXX XXXX. I have requested that my information be corrected related to credit reporting and refund of the above-mentioned fees. Each time that I request and escalation, there is no follow up or when I receive collection calls, the agents will either end the call stating that they can't speak with me because a death certificate is on file or they will falsely state that they are noting my account for a supervisor to contact me. No one ever does.

This company appears to operate fraudulently and is predatory in their practice. I did not select this company and had no issue when my previous servicer was managing my loan. The issues began day one with this company and have not stopped.

I have made all know attempts to get all matters corrected to include refinance to get away from this servicer but with the inaccurate reporting on my credit it has been unsuccessful.

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