Consumer complaint received 2020-02-14 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
Im writing to request your support in helping me share what Im going through with others allowing them to see the gaps of why homeowners should have a say in who holds the dead to their home until the loan is paid off. I am also trying to gain support from my dad as well so that I can raise awareness and the funds required to pay off his home as well. Im going to write and stand before law making citizens doing all that I can to bring change to the rights of homeowners. I just pray that its not too late to save my dad, anyone willing to help him can send funds directly to Shellpoint loan XXXX but please keep a copy of the receipt because they have yet provided proof of our payments as of today and the one they did, reflects that it was received in the wrong month as if its accurately notated. Im asking that anyone willing to read my letter or will allow me to share my story please dont hesitate to contact me with the information I have provided below. I have worked within the XXXX XXXX XXXX XXXX for more than 15 years and while I work to inspire XXXX to achieve XXXX Im torn from the inside with knots in my stomach not knowing if we will be put out due to poor records by a mortgage lender. I also spoke of this matter on XXXX news, Im willing to provide to anyone that request it. 

XX/XX/2019 was a year for unpleasant extremes in customer interactions with XXXX  and when we thought things were getting better we found that it was the beginning of the worst when we were never properly notified that XXXX our mortgage company filed for bankruptcy. This information didnt come to us in a timely manner until after the new mortgage lender had assumed the responsibilities of a company that hadnt followed through with managing the accuracy of payments nor communication. In fact they would often have individuals that would provide a variety of information for a customer to figure out what is accurate. 

My father had his struggles with payments, but he always paid to maintain his accounts and due to his pension being reduced after fifteen years of retirement of working with the XXXX XXXX XXXX system as what they identified as an error my father found himself on a fixed income and still in the red to maintain in. When I learned of this I immediately stepped in. My father 's health isnt its best and he has his good and bad days but the constant battle of dealing with what we were told would be handled by Shellpoint has yet happened. 

When it came to our attention that Shellpoint  was whom the payments would be handling the payments we felt that maybe we will gain a better service and be able to move forward, when we finally received our 1st initial conversation from Shellpoint we was told that they would contact XXXX and no worries we will have the payments updated once we complete our communication with XXXX, which never happened. Due to shabby paperwork XXXX stated to Shellpoint according to what was communicated to us that they have no proof of the money orders. We was never allowed to hear any of the conversations ourselves we have always had to go based on hearsay, for all we know those calls never took place. At that time, which is the month of XX/XX/2019, we needed to show proof of the money orders because XXXX had no proof of them. We produced proof of the payments through XXXX for XX/XX/XXXX for XXXX XXXX for XXXX and XXXX for the original amount of XXXX, which was made with a postal money order. I made more than what was required for the XXXX and XXXX because I was trying to get it where my dad would eventually have a month in advance of credit on the account but at that time I was told once the XXXX payment was posted and the other two money orders were verified that the account would be current, and thats when we realized we was receiving lies and poor customer service with Shellpoint in fact we begun receiving stacks and stacks of letters in regards to the payments that was made, then they started coming certified and when we called we would sit on hold for more that fourth five minutes to talk to a person that we was told unable to be reached they he would tell us that he would schedule our calls and still call when he got ready stating he was on another call. 

The month of XXXX came and the mail and calls increased and at that point we was being threatened and being told we need to pay for what we have already paid and the demand amount increased because at that time XXXX was included. We was also communicating with a young lady named Ms. XXXX, she stated that she was taking over and that she apologized for the all that we have gone through and that she was going to make it right, we have no hope at this point because she was saying the same script that MrXXXX XXXX was stating because nothing was changing but prior to Ms. XXXX fully taking over Mr. XXXX called and stated that XXXX confirmed the XXXX payment which meant we were awaiting the XXXX money to be verified and the XXXX to be posted. I was told to hold the XXXX payment by Ms. XXXX because she said she didnt want it to post until the other payments caught up to the system so that it would reflect as it should. She also communicated to me that due to the inconvenience she was going to remove all the other errors because my fathers account was reflecting that the payments was made by check when they were made by money order so Ms. XXXX said that she was removing all of the NSF charges and that she was going to remove all penalties because the money orders were being held up because they were trying to verify them and meanwhile my father was being charged as of today those fees have been reapplied and the documents have been altered to make it reflect that we owe. My XXXX   and Mr. XXXX both stated they was unable to gain direct communication from XXXX and why would they be honest at this point they have nothing to lose because its already being lost, but my father will become homeless and so will I because I now reside with him because hes afraid of being in the home if fear this matter wont be resolved and he will be put on the streets when he has paid this already. 

We paid the following with money orders. Please review the money orders I have included. 

XX/XX/XXXX {$840.00} XX/XX/XXXX {$840.00} XX/XX/XXXX {$800.00} XX/XX/XXXX {$800.00} - {$3200.00} which is only {$3200.00} Meaning that XX/XX/XXXX payment should only reflect {$730.00} because I paid an additional {$72.00} dollars and I was told that all of the fees and penalties were being removed for the poor service and communication and the amount of time it took for this matter to be brought to her attention. She contained she was going to make it right and that she understood because she would feel the same if it was her father being treated as my father was. I took over and she verified that my father was being threatened with I guess you will lose your home or borrow from someone or this need to be handles now, even when Ms. XXXX said that the calls would stop they didnt they continued even more and nothing was done about it and the mail continued and still do to this day and telling me to tell my dad to ignore it simply wasnt happening and doesnt clear the matter up. 

Many of the letters that came to us reflected a variety of amounts within the same month. In the month of XX/XX/XXXX we was told we owed {$1600.00} then the amount decreased to {$1500.00} on XX/XX/XXXX, then a letter came in XX/XX/XXXX saying that we was now owing for XXXX, XXXX, XXXX, and XXXX but none of the money orders sent from XXXX had been applied and XXXX was on hold per Ms. XXXX, which I was advised after my XX/XX/XXXX pay period, even then she told me that when that payment arrived I would only owe for XXXX, so why is our balance now {$2400.00} and including penalties Ms. XXXX said it would be removed. How we still owe three months when we have paid out a total of four payments from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. We only owe for the current month of XXXX. And to have Shellpoint to act on faulty paperwork from a company like XXXX that is filing bankruptcy due to the negligence of not handling or conducting safe practices with customers and their accounts saddens me beyond and simply wrong when you are doing this to an elderly person. My XXXX aked for me to send her once again any and all copies front and back or information on the money orders/payments which none was made by check. 

After many attempts with Ms. XXXX, I felt that she wouldnt be honest about the communication so I recorded it and she stated that this would be resolved and that she was removing these charges, Im asking Shellpoint to do whats right give my dad hope and allow him to feel confident that we have some good companies that truly cares, Im asking you all to keep the words that was provided to us which was no worries we will take care of you. This matter has totally broken my father down, he was a great father, husband, son, and employee, he was always helping others and being an valuable asset within the communities among us. He was a dedicated man to anything placed before him even perfect attendance on his job over 30 years. If I had the XXXX to pay off this loan I would, but due to my medical situation I cant financially assist more than I am.

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