Consumer complaint received 2025-12-04 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Shellpoint Partners, LLC
State: WI

Complaint narrative:
On XX/XX/year>, I requested and received a payoff letter effective through XX/XX/year>. We closed the sale of the home on XX/XX/year>. They received the check on XX/XX/year>. Today, XX/XX/year>, they emailed the title company stating that there is more money due. I talked with a representative of the company and they said there were additional letter generated after XX/XX/year>XXXX  stating the payoff amount had changed. I never received the letters! I emailed ( as there was not a phone number ) the contact who reached out to the title company. The responded to the title company that they are not customer facing but still did not provide the breakdown that was requested only the reduction of interest that I asked for. They will not communicate with me! This is unacceptable. 

First of all, they are stating there are more fees related to the foreclosure. In XXXX, I got the amount to take it out of foreclosure from the company and it was paid by the XX/XX/XXXX (? ) deadline. I am being told that the attorney fees were not paid. If they were not paid then the funds were misappropriated and this caused the entire problem. If they were paid and more fees were generated, I should be given that information. 

This company has been EXTREMELY difficult to get information from. My father passed at the end of XX/XX/year>. I began the process of getting information for his mortgage in XXXX when I had the documents stating I was the personal representative of the estate. It took 2 months to get me on as an authorized contact! This was a process I was told would take 2 weeks! This is exactly where the problems began. Had this been handled in a timely manner, it would not have gotten to the foreclosure process. 

I have been more than patient and understanding in this whole process. However, we are reaching court deadlines that I have to explain all the amounts paid. I spent over an hour and a half on the phone with someone from the company who really didn't have an answer for me when I got off the phone. He admitted there were things happening that shouldn't be but that it had. He stated he and his supervisors need time to do more research. I understand that. However, I have a deadline to pay the amount by tomorrow prior to XXXX or the amount will change. I need to have answers and I am not getting them in a timely manner. 

This is an unprofessional way of handling important information. There are too many hands in the pot and no one seems to know what is going on. I work in a call center. I understand noting the file. However, it seems that NO ONE is making notes or if they are, no one is reading them. I am beyond frustrated as a person who worked in banking. My dad was a veteran. I was the wife of a veteran for over 20 years. I have spent my life supporting our XXXX  and I have never seen such poor handling of a Veteran 's affairs by a company. I was also informed by the title company that this has happened to others in transactions they have handled. DO BETTER! 

I did not have to work to sell this property. I could have turned it back over to them and made it their problem. However, I did the responsible thing and contacted them and maintained contact with them. It is an error on their part that the original payoff letter did not reflect the amount they are saying is different. I should not have to pay for their error. This seems like they are trying to make more money off a Veteran and his remaining family.

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