Consumer complaint received 2020-10-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: AL

Complaint narrative:
On, XX/XX/XXXX, I received a transfer notice from Ditech Mortgage, effective XX/XX/XXXX my loan will be with Shellpoint Mortgage. On XX/XX/XXXX I sent a {$610.00} XXXX XXXX  payment to Ditech Mortgage. The transfer letter states if you send a payment to us, Ditech Mortgage we will forward the payment to your new Mortgage company which is Shellpoint Mortgage. 

So payments starts XX/XX/XXXX with Shellpoint Mortgage, keep in mind, I did send one XXXX XXXX payment in the amount of {$610.00} to Ditech, but moving forward I start sending my payments through the mail to Shellpoint Mortgage, XXXX XXXX XXXX, XXXX, OH XXXX. 

On XX/XX/XXXX, I received a default letter from Shellpoint Mortgage stating the account was past due for {$2000.00}. My first thought was this can not be right or true because we just started this loan on XX/XX/XXXX, and my loan was current with Ditech Mortgage when it was transferred. Ditech Mortgage also mailed me a refund OVG check on XX/XX/XXXX for the amount of {$1400.00}. So I started to call Shellpoint Mortgage customer service department and they stated we have not made a payment since XX/XX/XXXX, only {$40.00} was posted for XX/XX/XXXX. I was very puzzled because, as of XX/XX/XXXX I had sent a total of 6 full payments to Shellpoint Mortgage. Then I did the math, that will be a around {$3600.00} in payments, I have already sent, mean while and Shellpoint was stating I owe {$2000.00} as of XX/XX/XXXX. 

I kept calling Shellpoint customer service department for awhile, I spoke with XXXX, XXXX XXXX, XXXX XXXX ( no answer, left a message no returned call ), XXXX XXXX, ( no answer, left a message no returned call ). So one day I spoke with a representative by the name of XXXX, he ask do you know if the money orders have been cashed, I did not, so I called and traced the money orders, all of them had been cashed as of that date, before XX/XX/XXXX. Now, all of a sudden the money order I mailed on XX/XX/XXXX was returned in the amount of {$620.00}. So on XX/XX/XXXX, I sent a total of ( 3 money orders ) {$1000.00} ( not cashed as of XX/XX/XXXX ) plus {$100.00} ( not cashed as of XX/XX/XXXX ) plus {$130.00} ( returned to me the {$130.00} ). The reason I sent 3 money orders was because my sister and I spoke to a customer service representative on XX/XX/XXXX by the name of XXXX at extension XXXX, she stated if you send an additional {$130.00}, this will bring the account current. We sent the extra {$130.00}, and, in about two weeks I checked my mail the {$130.00} money order was returned. 

Now, my thoughts were again, whats going on. So I looked back on my XX/XX/XXXX statement from Shellpoint Mortgage and it states {$2600.00} due ( for XX/XX/XXXX ) when the payments are {$610.00} each month, how is this possible, well Shellpoint Mortgage rolled the payment date back to XX/XX/XXXX, that right, Shellpoint started posting my payments for XX/XX/XXXX instead of XX/XX/XXXX, this will certainly cause my account to be past due. 

Okay Shellpoint that is fine, but if you look at my XX/XX/XXXX statement from Ditech Mortgage, I paid {$850.00} on XX/XX/XXXX ; I paid {$620.00} on XX/XX/XXXX, and if you look at Ditech Statement it shows were I paid a total of {$1400.00} since that last statement, plus, if I were not in good financial standing with Ditech Mortgage Im 'm Ditech would have foreclosed and Ditech would not have sent me a REFUND OVG CHECK in the amount of {$1400.00} on XX/XX/XXXX. So, why is Shellpoint Mortgage posting my payments to XX/XX/XXXX??? 

I was/am very disappointed when I figured out what was going on because first, this affects my principal balance on my account. I would like for all of my payments to be posted to my account properly and I would like to see a change posted to my principal balance. I wonder how many other consumers are you doing this to, this is harassment. 

Last week, XX/XX/XXXX, I decided to write XXXX several times and South Carolina Consumer Affairs, my XXXX complaint ID number is XXXX, my sister XXXX XXXX  ID number is XXXX. I received a call about the complaints from XXXX XXXX, XXXX  Dispute Resolutions Director and she stated that I can only file one complaint. XXXX also stated that I should not have sent that XXXX XXXX payment to Ditech Mortgage on XX/XX/XXXX, the night before her call, I had read online, that, if a payment is sent to the previous Mortgage, the previous mortgage company will forward the payment ( s ) up to 60 days of that transfer date. Why is XXXX XXXX posting my payments to XX/XX/XXXX but can not trace my XXXX XXXX payment for XX/XX/XXXX? I had an issue with Ditech Mortgage in the past about my XXXX XXXX payments and I had to contact a lawyer in order to get the matter solved ; so there is a possibility Ditech Mortgage could be holding on to that XX/XX/XXXX XXXX XXXX payment. I have not received a refund for the XXXX XXXX and XXXX states the XXXX XXXX  was sent to Ditech Mortgage. 

I also emailed XXXX XXXX, Director of Compliance Homeowner XXXX with XXXX XXXX  on Saturday, XX/XX/XXXX, XXXX responded, she will get me an advocate to help me with the matter, but actually I need my payments posted so that my principal balance will be current. 

XXXX XXXX, Compliance Department, Shellpoint Mortgage Servicing responded to the XXXX  complaints, and XXXX stated the loan was due for XX/XX/XXXX. 

Here is MY Breakdown of our ( XXXX and XXXX ) Payments : XX/XX/XXXX - {$850.00} - DiTech Mortgage XX/XX/XXXX - XXXX - DiTech Mortgage XX/XX/XXXX - XXXX - XXXX XXXX missing to DiTech Mortgage  XX/XX/XXXX, XXXX XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX XX/XX/XXXX - XXXX ( returned ) XX/XX/XXXX - {$1100.00} ( not cashed - in Shellpoint Mortgage possession ) XX/XX/XXXX - {$130.00} ( returned ) XX/XX/XXXX - {$720.00} ( returned ) XX/XX/XXXX - {$1200.00} ( not cashed - in Shellpoint Mortgage possession ) Total - {$8300.00} Returned - {$1400.00} In Shellpoint Mortgage possession - {$6900.00} with payments@XXXX per month since XX/XX/XXXX. 

I also contacted South Carolina Department of Consumer Affairs, XXXX XXXX, she approved my complaint as of today, I just want to let the Consumers be aware of situations like this and learn from my experience. If you are having problems/issues with this mortgage company or any other business to express your issues. 

Thank you.

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