Consumer complaint received 2025-05-05 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: CA

Complaint narrative:
b'DATE:XXXX XXXX XXXXTO:\t\tShellpoint / Newrez\nFROM:XXXX XXXX XXXX XXXXAttn: Bankruptcy Department\n\nI am writing in response to the recent correspondence that was sent to me. Needless to say, I was very, very disappointed in the lack of response and the way I was pushed away. The correspondence stated that I sent nothing new to review, so you would not be reviewing my correspondence. This very arrogant response highlighted your lack of care for your customers. You are not interested in assisting me. I cannot reach you by phone, you refuse to call me, and you refuse to speak with your general customer service representatives to provide the information they need to assist customers like me. Further, I cannot even upload a letter or request to your portal because you will not accept anything, and I have to ask how you can prioritize your customers needs if you do not give them access to communicate with you. I am forced to mail you a letter each time and receive the response that you will not look at my correspondence.\nI am not giving up because there is an error with my account, and I have physical proof that my numbers and points are accurate, but you refuse to look at my numbers. So, to correct your assumption, in the last correspondence I sent, I listed all payments I made and the dates and highlighted them in color. I then created a different column of payments you claim are what you have. If you take the time to look at my numbers versus your numbers (mine have physical evidence), you will see discrepancies. I am asking that these numbers and my submitted paperwork be reviewed because something is wrong. \nSeveral issues I note when reviewing my statements and documents from Shellpoint. First, I am providing statements I received from Shellpoint. You will note that each and every statement I received, which is monthly, DOES NOT REFLECT ANY CREDITS FOR MONEY RECEIVED BY ME. I make a substantial payment each month, and the balance STAYS EXACTLY THE SAME EACH MONTH. Clearly, I am not receiving proper updates on my account and being credited appropriately. This seems very strange and even unethical to me.\n\nIn addition, I reviewed my statements and noticed that there are many, many charges for property inspections. To what point does this HELOC require a property inspection every month? There is nothing in my original contract with XXXX that stipulates a requirement for a property inspection charge. First, no property inspection has ever been done, no one from Shellpoint has notified me of this supposed action, and interestingly, every property inspection is a different amount, almost like it is random and pulled out of a hat. Very peculiar.\n\nAnother reason I know there is a major discrepancy besides my documentation is that when this discourse began, you told me I owed over $XXXX. Now, you are saying I owe over $XXXX. Which is it? \n\nBelow is the list of payments made to XXXX XXXX, and Shellpoint to date. Those that are highlighted in green are payments made, have cleared the bank, and have been accepted. Those dates highlighted in blue are those I had to skip due to financial issues that arose. By my account, I show a gap of $XXXX  with payments. I am prepared to pay it, but until we are on the same page, I am reticent to hand over money for fear I will not get credit for it, or it will be absorbed somewhere else in the organization, and I will be powerless to do anything about it. Yes, there is a trust issue here, so what can you do to rectify this impasse? \n\nIn addition, I am pasting what you have indicated in your response letter to the Consumer Complaint Finance agency. When you compare the two points of research (mine and yours), they dont line up, so we have a problem. Please respond to me in a timely manner (even if that means someone from your office has to call me and get it cleared up so that going forward, we can have a seamless wrap-up of paying this loan off.  Thank you.\n\nMy payments (as evidenced in my bank statements I sent you):XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  online payment #XXXX XXXX XXXX  online payment #XXXX XXXX XXXX online payment #XXXX XXXX XXXX online payment #XXXX XXXX XXXX XXXX online payment #XXXX XXXX XXXX XXXX online payment #XXXX XXXX XXXX XXXX online payment #XXXX XXXX XXXX  online payment #XXXX XXXX XXXX  paid by check #XXXX XXXX XXXX XXXX (ck# XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  paid by check #XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX paid by check #XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXonline paymentXXXX (for XXXX) - $XXXX XXXX XXXX XXXX XXXX (online payment Chk # XXXX XXXX XXXX XXXX XXXX XXXX  (Newrez) (online payment)\n\t(Those in green are payments made, while those in blue, I missed paying)\n\nYour notations of payments made which is not only confusing but also full of gaps in explanations:\n\nYOUR RESPONSE: Our records indicate that on XXXX XXXX XXXX, unapplied funds totaling $XXXX  were applied to the loan, satisfying monthly payments through XXXX XXXX XXXX \nOn XXXX XXXX XXXX, we received funds in the amount of $XXXX, which were applied to the XXXX XXXX XXXX, contractual monthly payment. On XXXX XXXX XXXX, we received funds in the amount of $XXXX, which were applied to the XXXX XXXX XXXX contractual payment. XXXX XXXX XXXX XXXX, we received funds in the amount of $XXXX, of which $XXXX  was applied to the XXXX XXXX XXXX, contractual payment, with $XXXX  placed in the unapplied funds/ suspense account. XXXX XXXX XXXX XXXX, we received funds in the amount of $XXXX, of which $XXXX  was applied to the XXXX XXXX XXXX, contractual payment, with $XXXX  placed in the unapplied fund/suspense account. \XXXX XXXX XXXX XXXX unapplied/ suspense funds in the amount of $XXXX  were applied as a partial payment toward the XXXX XXXX XXXX payment. XXXX XXXX XXXX XXXX, we received funds in the amount of $XXXX, which were applied to the XXXX XXXX XXXX, contractual payment. XXXX XXXX XXXX XXXX, we received funds in the amount of $XXXX, of which $XXXX  was applied to the XXXX XXXX XXXX, contractual payment, and $XXXX  was applied as a partial payment toward the XXXX XXXX XXXX, payment. \XXXX XXXX XXXX XXXX, we received funds in the amount of $XXXX which were applied to the XXXX XXXX XXXX  contractual payment of $XXXX  with $XXXX  applied as a partial payment toward the XXXX XXXX XXXX payment. XXXX XXXX XXXX XXXX we received funds in the amount of $XXXX  which were applied to the XXXX XXXX XXXX contractual payment with $XXXX  applied as a partial payment toward the XXXX XXXX XXXX payment. XXXX XXXX XXXX XXXX, we received funds in the amount of $XXXX  which were applied to the XXXX XXXX XXXX contractual payment with $XXXX  applied as a partial payment toward the XXXX XXXX XXXX payment. \n\nOn XXXX XXXX XXXX, we received funds in the amount of $XXXX  which were applied to the XXXX XXXX XXXX  contractual payment with $XXXX  applied as a partial payment toward the XXXX XXXX XXXX payment. XXXX XXXX XXXX XXXX  we received funds in the amount of $XXXX  which were applied to the XXXX XXXX XXXX contractual payment with $XXXX  applied as a partial payment toward the XXXX XXXX XXXX  payment. \n\nFurther, you have added unexplained expenses to my loan that were NOT part of the original contract taken with XXXX that Newrez, LLC assumed with all intents and purposes. Adding in expenses not part of the contract is fraud and unlawful. Please see below:\n\nUNEXPLAINED AND UNAUTHORIZED CHARGES PER THE STATEMENTS NEWREZ SENT TO ME:\XXXX  Prior unpaid costs? - XXXX   Prior unpaid costs? - XXXX  Property inspection? - XXXX  Property inspection? -\t$XXXX  Prior unpaid costs? -  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Prior unpaid costs? XXXX   Property inspection? -XXXX  Property inspection? XXXX Prior unpaid costs? XXXX  Property inspection? -XXXX  Property inspection? XXXX  Prior unpaid costs? - XXXX  Prior unpaid costs? - XXXX (TWICE IN SAME DAY!)XXXX   Property inspection? - $XXXX  Prior unpaid costs? XXXX   Property inspection? -XXXX  Prior unpaid costs? -XXXX  Property inspection? XXXX  Prior unpaid costs? XXXX  Prior unpaid costs? - XXXX XXXX XXXX XXXX  Prior unpaid costs? -XXXXXXXX  Property inspection?? - $XXXX  (!!)\XXXX Certified mail? XXXX (I did not authorize this!)XXXX XXXX XXXX XXXX XXXX?? -\XXXX XXXX XXXX?? XXXX\n\nSince when does this type of loan require an inspection? Further, there is nothing in my original contract that requires one, and interestingly, the amounts vary widely from month-to-month. Lastly, on this issue, there have been no inspectors inspecting my property at all. So, please explain these charges. What are the other charges for?\n\nUNAPPLIED PAYMENTS BY NEWREZ BASED ON STATEMENTS PROVIDED BASEED ON STATEMENTS THAT NEWREZ SENT TO ME:\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXPAYMENTS I SHOW AS PAID BY MY BANK BUT NOT LISTED ON NEWREZ STATEMENTS  EITHER MISSING OR SITTING SOMEWHERE UNAPPLIED:XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXWHERE DID THESE PAYMENTS GO? I KNOW THERE WERE ISSUES WITH THE TRANSFER FROM SHELLPOINT MORTGAGE TO NEWREZ, AND SHELLPOINT ADMITTED THEY WERE NOT APPLYING MY PAYMENTS. I ASKED WHY AND WAS GIVEN A VAGUE ANSWER. CLEARLY, THE REP DID NOT KNOW WHY EITHER.\n\nI am happy to catch up with what I am behind in, but I will not foolishly send out money without this being resolved. Please look at the numbers. Do not insult me by ignoring me. Thank youXXXX XXXX XXXX XXXX XXXX XXXX

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