Consumer complaint received 2026-02-19 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:
In XXXX of XXXX I took out a 2nd mortgage on my primary residence with XXXX Mortgage. In XXXX I was informed that my loan had been sold to Shell Point Mortgage. I made payments to Shell Point for {$940.00} at the first of the month from XXXX through XXXX. All payments were made as agreed and on time. In early XX/XX/XXXX, I received a notice in the US Mail from XXXX XXXX XXXX that they had purchased the note in late XXXX and I owed them three months worth of payments. They threatened to start foreclosure proceedings. Until this letter in early XXXX and I had received no communication from Shellpoint or Select informing me that my loan had been sold despite the fact that both companies had all of my contact information. I called both companies and received horrible service. Both acted as if I was trying to skip out on my payments. Both said I had to mail them information and would not provide an email address. At around the same time, I was informed that Shellpoint had been purchased by NewRez. I finally got ahold of New Rez who instructed me to send my bank statements verifying that the three months of payments had been made to Shellpoint. They instructed me to send those statements to Select and at the same time gave me email addresses to both Select and New Rez. I was further instructed to open a dispute with XXXX XXXX Bank on line banking which I did. On XX/XX/XXXX I received information and tracking/reference numbers from my bank that Shellpoint had indeed received three separate payments of XXXX on XX/XX/XXXX, XX/XX/XXXX XXXX and XX/XX/XXXX. I sent an email to both Select and New Rez providing all of the relevant tracking information that had been supplied by XXXX XXXX bank. I was told that the two companies would work together to ensure the payments made to Shellpoint would be credited back to my XXXX account. Furthermore, they ensured me that I would not be charged any late payment fee or additional interest penalty. Yesterday, I spoke with XXXX and was informed that they tried to work with Shellpoint but that Shellpoint continues to insist they never received the XXXX payments despite the fact that I provided documentation from XXXX XXXX. I have made my XXXX payment to XXXX but neither company is willing to resolve the issue of the three missing payments. I believe this to be consumer abuse at the worst level. My note was sold two times in the first 90 days and then the first servicer was bought by another company at the same time. I never received any communication that my loan had been sold and that I needed to make payments to a new company Lastly, my credit score dropped XXXX points in the last month. I can only surmise that XXXX has reported negative information to my credit bureau.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation