Consumer complaint received 2025-03-28 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
In XX/XX/XXXX, I received a letter about Specialized Loan Servicing ( " XXXX '' ) having a new name and my HELOC is now serviced by Shellpoint Mortgage Servicing. The loan number remains the same and my mortgage terms did not change. Within the next XXXX business days, I will receive new checks with updated bank account and routing numbers that will allow to draw from my HELOC starting on XX/XX/XXXX. 

My XX/XX/XXXX XXXX XXXX XXXX statement shows a payment due of {$190.00} a balance of $ XXXX, XXXX of XXXX XXXX. I submitted a payment for {$300.00} which was posted to my checking account XX/XX/XXXX. My XX/XX/XXXX Shellpoint statement shows a payment due of {$180.00} a balance of $ XXXX, XXXX oXXXX XXXX XXXX. I submitted a payment for {$300.00} which posted to my checking account on XX/XX/XXXX. 

On XX/XX/XXXX, with my checks of Shellpoint, I withdrew $ XXXX from my HELOC. 

I received a monthly statement in a different format from Shellpoint dated XX/XX/XXXX with a payment due for an unpaid balance for {$1800.00}. A balance of {$29000.00}, XXXX of XXXX XXXX. I received a second statement, dated XX/XX/XXXX for an unpaid balance for {$1800.00} a balance of {$49000.00}, XXXXXXXX XXXX XXXX. 

I made several calls to Shellpoint for an explanation of the unpaid balance for {$1800.00} only to be told the account is under review. I asked to speak to a manager and was transfer to a supervisor, and again was told the account is under review. No explanation to how the amount of {$1800.00} occurred. The statement showed finance charges for {$300.00}. I submitted a payment for {$300.00} which cleared my checking account on XX/XX/XXXX. 

I received a monthly statement, again in a different format from Shellpoint dated XX/XX/XXXX with a payment due amount of {$2400.00} for a due date of XX/XX/XXXX. The statement now shows XXXX XXXX : XX/XX/XXXX {$1800.00} ; XX/XX/XXXX {$300.00} ; XX/XX/XXXX {$300.00} a total of {$2400.00}. Finance charges for {$300.00}. I submitted a payment for {$300.00} which cleared my checking account on XX/XX/XXXX. 

XX/XX/XXXX - Received a delinquent letter from Shellpoint. 

I received a monthly statement dated XX/XX/XXXX Payment due : {$2700.00} XXXX : XX/XX/XXXX. Unpaid balance : Late charge {$15.00} ; XX/XX/XXXX {$1800.00} ; XX/XX/XXXX {$300.00} ; XX/XX/XXXX {$300.00} ; XX/XX/XXXX {$300.00} a total of {$2700.00} due. Finance charges for {$300.00}. I submitted a payment for {$300.00} which cleared my checking account on XX/XX/XXXX. 

As of yet, no clear explanation from Shellpoint. 

XX/XX/XXXX I received a Notice of Default and Intent to Accelerate from Shellpoint XX/XX/XXXX Another letter of delinquent The monthly statement I received from Shellpoint dated XX/XX/XXXX shows a payment due of {$2500.00} due XX/XX/XXXX. The unpaid balance shows : Late charge XXXX ; XX/XX/XXXX {$400.00} ; XX/XX/XXXX {$520.00} ; XX/XX/XXXX {$520.00} ; XX/XX/XXXX {$530.00} ; XX/XX/XXXX {$520.00}. The finance charges on the statement is {$280.00}. I submitted a payment for {$280.00} which cleared my checking account XXXX XXXX. 

The monthly statement from Shellpoint dated XX/XX/XXXX. Payment due : {$2600.00} due XX/XX/XXXX. Unpaid Balance : Late charge {$68.00} ; ** ( nothing listed for XX/XX/XXXX ) XX/XX/XXXX {$520.00} XX/XX/XXXX {$520.00} ; XX/XX/XXXX {$530.00} ; XX/XX/XXXX {$520.00} ; XX/XX/XXXX {$510.00}. The finance charges on the statement is {$280.00}. I submitted a payment for {$280.00} which cleared my checking account XX/XX/XXXX. 

My XX/XX/XXXX payment of {$270.00} was returned to me along with the payment coupon and on XX/XX/XXXX I received a Foreclosure Notice. 

Shellpoint is in the business of filing Fraudulent Foreclosure Notices

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