Consumer complaint received 2025-08-28 00:00:00
Product: Debt collection — Mortgage debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Shellpoint Partners, LLC
State: AZ

Complaint narrative:
In XX/XX/XXXXXXXX  I reached out to Shellpoint for financial assistance with my loan. Shellpoint 's process is a year long process due to the poor management and communication. In XX/XX/XXXX I was informed that the loan was processed for a partial claim with FHA and I would be receiving documents in the mail to be notarized. Unfortunately, the notary agency they used is impossible to contact as the hold times are more than one hour long! Shellpoint was not even able to communicate with their agency to schedule signing of the documents and had to have the documents redone due to dates on the documents. In XX/XX/XXXX, I finally received new documents with a scheduled signing date, however, Shellpoint incompetently spelled my name wrong on all of the documents prompting me to call to alert them of this error. They argued until they finally decided to research their own documents to find that they had spelled the name wrong. They then stated they would make the correction and notify me. I called twice per month to check on the status of my account as I was still receiving collection calls and getting dumped into foreclosure during this process. My last contact with them was XX/XX/XXXXXXXX  where I thought it was odd I had not received any notification, I was told everything was approved and still waiting. XX/XX/XXXXXXXX  I received a collection call stating my account was delinquent! I was confused and asked their representatives over and over until the call was escalated to loss mitigation division. After hours on the phone, they finally noticed that they put my due date XX/XX/XXXXXXXX  and I was already late! The due date was retroactive and that due to that I was now late ; that there is nothing that can be done but I need to hurry and pay it immediately or I would be facing foreclosure as XXXX 's payment would be due in the coming days. 
They did not offer an explanation as to why they failed to inform me of my due date, but they were able to see that they did not allow me access to pay on my account until the day prior to calling me after I had reached out and was told to wait. 

I don't understand how a mortgage company can set a payment to a retroactive date 3 weeks prior and charge late fees and start aggressive collection tactics without any recourse to remedy their error.

XX/XX/XXXX the balance was paid in full and funded to Shellpoint. I received a notice that the balance was paid in full in XXXX XXXXXXXX, however, Shellpoint continues to report the account as delinquent and now approaching 90 days past due. I contested with the credit bureaus and also reached out to Shellpoint for assistance with updating my account. Their representative " XXXX  '' [ paraphrased name as she was eating and smacking ] continued to make up differing dates as to when they would update the status, stating " they still need to do some stuff up in yo ' account, prolly around 30 days ''. After informing her that 30 days have already passed, she argued " wow, just 5 days past that '' and continued to say " well, you need to call them people '' to tell them your situation. ( a situation caused by them that they again refuse to correct or acknowledge ).

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