Consumer complaint received 2020-04-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: VA

Complaint narrative:
We are having a nightmare of an experience with Shellpoint mortgage. PLEASE HELP!! Shellpoint Mortgage and XXXX XXXX XXXX are fraudulent and unethical companies/organizations. 

Our mortgage was sold from the original bank who we refinanced with to Shellpoint Mortgage in XX/XX/2019. We were not aware of the sale as we received absolutely no documentation of the sale/transfer and we continued to pay our previous mortgage company. 

Once we found out the identify of the new mortgage holder, Shellpoint Mortgage c/o XXXX XXXX XXXX, we began making payments to them. We made a payment in XX/XX/2019 ( because they misplaced the one we made to our previous mortgage company so we ended up having to make a double payment in one month ) and then with the payment we made directly to them, they misapplied it to our mortgage account. I called Shellpoint to rectify their misapplication of the direct payment and was told they would apply it correctly. They did finally apply the payment correctly but did so late and therefore we incurred additional interest which they still have not refunded. We should not have to pay the extra interest because of their error. 

Also because of their misapplication of the direct payment, they reported us to the credit bureaus as having been 30 days late on our payment. Not only was this incorrect but it also was a violation of the Federal Law as they had only assumed the loan from our previous mortgage company in the same month they reported us to the credit bureaus. We have filed with the credit bureaus to have this resolved and have also asked Shellpoint for a letter stating it was their error and now have been waiting over three months for them to resolve this issue. This is impacting our employment as well as our ability to refinance our mortgage. 

Additionally, they still have not found our additional payment we made to our previous mortgage company in XX/XX/2019. That mortgage company took in the payment but it was never applied to Shellpoint. The previous company said this is Shellpoint 's issue and we have requested payment to be applied ( XX/XX/2019 it was requested ) and are still waiting for a resolution. To me this is stealing from their consumer. 

Next, we received a letter from Shellpoint that they paid our taxes 5 months late even though all the monies were in our escrow account. This impacts both mine and my husband 's occupations. As a result of their ineptness, in XX/XX/2019, we requested the escrow to be closed and to allow us to pay our own taxes and insurance. This request still has not been acted on and we are still awaiting a decision. This is past the Federal allowance time for them to answer such a request ( 30 days ) thereby violating Federal law to which after my 8 phone calls to them on this issue they admitted to violating the law but still have not resolved. We want our escrow with them closed.

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