Consumer complaint received 2018-01-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: FL

Complaint narrative:
I am an XXXX XXXX female who experienced financial hardship due to plumbing repairs in my house. I explained this temporary dilemma to Shellpoint Mortgage Servicing in XX/XX/XXXX or XX/XX/XXXX. I explained that I would make my mortgage payment as soon as possible. My mortgage payment at that time was {$1600.00}. I had previously paid that amount in full on a consistent basis. On XX/XX/XXXX a payment of {$940.00} was made to Shellpoint as a scheduled debit from my bank account. I could not make a scheduled mortgage payment on XX/XX/XXXX due to air conditioning problems. A full payment of {$1600.00} was made on XX/XX/XXXX. After this payment the hurricanes hit Florida causing devastation. My mortgage payment arrangement for XX/XX/XXXX could not be kept. Hurricane Irma forced my family and me to evacuate. Days before this destructive hurricane hit my residential area there was a death in my family. The death and devastation forced us to stay out of state for about three weeks creating expenses before and after the hurricane as well as addressing a funeral expense. Additionally, there were numerous water main breaks where I live in XXXX County, thus creating a problem with water and sewage before my return to my house. I explained this dilemma to a Shellpoint representative while out of state. When I returned to my home my fence was knocked down and major fence repair was mandatory. I contacted Shellpoint in XX/XX/XXXX to make a mortgage payment. I was told I was six payments behind and only a minimum of four payments would be accepted at {$1600.00} per payment. The Shellpoint representative told me I had {$940.00} in unapplied funds, which could be added to {$5700.00} to make the four payments. The four payments would total {$6600.00}. I arranged to pay {$5700.00} and add the unapplied {$940.00} funds by XX/XX/XXXX. The Shellpoint representative told me that when the four payments are made I would owe payments for XX/XX/XXXX and XX/XX/XXXX, and asked if I could make those two payments in XX/XX/XXXX. I said, yes. Despite the hardships I experienced, I paid {$5700.00}, and the unapplied balance of {$940.00} was added to make the full four payments. When I contacted Shellpoint to make a payment for XX/XX/XXXX I was told that I owed three payments instead of two. XXXX XXXX, the point of contact for my account, stated that I owe three payments. I explained what I 'd been told previously that I owed two payments. I would like a forensic accounting of my mortgage payments to prevent Shellpoint from fraudulently billing me with additional payments that I do not owe. I am being discriminated against as an XXXX XXXX and a woman. I am well able to pay my mortgage, but experienced to hardships in a row. But, diligently paid {$6600.00} only to be told that I owed three mortgage payments instead of two. It is very disheartening when I am working diligently to have a current mortgage payment, only to be falsely billed by Shellpoint, lied to by Shellpoint and purposefully suppressed to prevent me from owning my home or advance in paying my mortgage. Instead, Shellpoint and the investor that holds the note to my home is attempting to force my property into foreclosure with padded billing and manipulation, thus unlawfully causing me additional financial hardship as well as stress and strain in bringing my payments current. I am an XXXX XXXX  female who holds an XXXX XXXX XXXX XXXX XXXX XXXX degree. I am able to pay my mortgage if dealt with fairly and equitably in making mortgage payments.

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