Consumer complaint received 2022-06-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NJ

Complaint narrative:
In XXXX of XXXXNew Rez who owns Shellpoint Mortgage Servicing purchase the remaining few payments on my loan from Ditech. This mortgage has been purchased multiple times over its life. The trouble began right away.

1. I was never notified that New Rez took over the mortgage. I did not find out until I was reported late on my credit report. I called Shellpoint and was told not to worry, they would remove the credit information and I paid the loan current. They did not clear my information with the credit bureau. ( This loan is in my name and my wife XXXX XXXX ). As I had a bankruptcy over 10 years ago, they could not report it on my credit file but did and continue to do so report delinquency on my wife 's credit, which has seriously damaged our credit.

2. The next payment due was scheduled for {$3100.00}. The issue was the amount owed was only {$2200.00}. Shellpoint refused to accept a partial payment and then locked my account from payment. At this time there were fees Shellpoint was adding to the account. I disputed these fees multiple times. They were unwilling to remove these fees, most of which were in dispute from other servicers. Shellpoint told me that if I could prove these were in dispute, they would remove them. They did not.

3. Shellpoint began to charge me late fees, interest and attorney 's fees.

4. Continual requests from Shellpoint for a payoff figure went unanswered since XXXX of XX/XX/XXXX. At that time they did send a payoff that included all the disputed charges which were not vaild and they still refused to accept payment to clear the principal owed on the note. 
5. I began e-mailing XXXX XXXX who is in senior management at New Rez. He managed to get someone at Shellpoint to respond and I was told by XXXX at Shellpoint that I would be receiving a call from loss mitigation. I did not. I have e-mailed XXXX 5 times in total. 
6. I finally received a call from loss mitigation and was told as the loan was past its final payment date, they could not review or eliminate any of the charges that have been on dispute on this loan.

7. Last month, spurred by my constant calls, Shellpoint sent an intent to foreclose letter on XX/XX/XXXX and demanded {$12000.00} to cure the default. This payment included some of the dispute amounts but in order to stave off a foreclosure I paid the funds on XX/XX/XXXX to cure the default, well before the requested date of XX/XX/XXXX. 
8. Shellpoint then sent the account to an attorney collection agency. They send a letter requesting my acceptance of the debt or to dispute it prior to XX/XX/XXXX. I have not answered yet. 
9. On the heels of that letter from the collection agency, the same agency sent another letter stating I have to pay another {$22000.00} or they will foreclose, showing the remaining principal as {$.00}! This was after the {$12000.00} was paid! 
10. I have not been supplied with a breakdown of how the amounts were derived so I can determine which of the fees are invalid vs. valid. 

At this point I need someone to intervene. As senior citizens nearing retirement, this behavior by this company is unconscionable. This company 's tactics are intimidation and fear. After just paying the over {$12000.00} and not being able to dispute anything out of fear of foreclosure they claim I owe {$.00}. It appears this company, who purchased my loan at the very end of it's life, was just trying to come up with reasons to charge me for fees, inspections never done, attorney fees that are not valid and interest to make a profit. I am hoping you will be able to assist. I am attaching the most pertinent files. 
I have more if needed. 
Thank you.

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