Consumer complaint received 2024-09-12 00:00:00
Product: Mortgage — Conventional home mortgage
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: LA

Complaint narrative:
In XXXX of XXXX my loan was transferred through a buyout from XXXX to Shellpoint Mortgage. 

Mail notices confirmed that I did not need to take action and that my auto payments would be transferred automatically to the new account. 

In XXXX of XXXX I started receiving collection notices saying my mortgage payments were behind and I was facing collections action. 

In the first phone call to Shellpoint in XXXX, the representative told me I had skipped a payment. I advised that my account had been withdrawn for the bi-monthly payments every month. She requested that I upload bank statements online to prove payment. 

In the first week of XXXX I attempted to create an online account and upload statements. The Shellpoint system was unable to locate my loan and I called in. In this second call to Shellpoint, the reprehensive told me that there were simply some payments that were unapplied, that I didn't owe any additional payments and that she would request the payments to be applied which would bring my account up to date. She was unable to help me get access online ( platform got stuck in a reset password loop ). 

The next week I received more collection notices, the amount due increased, and my monthly payment amount increased. 

I eventually gained access online by calling again and getting a representative that knew another way to login - through a web portal address I had never heard of but it did redirect me to the account. Unfortunately they had no financial records before XXXX of XXXX. 

I called XXXX times in XXXX before I was informed that the escrow account had been rebalanced in XXXX which had increased my payments from XXXX to XXXX. 
I requested the history of payments and escrow detail. I received an email with a broken link, and the representative suggested I try again the next day to open it. 

When I didn't receive it in about a week I called and requested it again. I also asked if he could look at the history and see where I had sent back XXXX in XX/XX/XXXX to balance the escrow shortage after switching insurance companies. He said it was difficult to tell but he did not see any additional escrow payments. Somehow, while my total Taxes and Insurance for the year total {$XXXX}, they said my escrow payment was now $ XXXX. 

The representative said he was processing the statements to mail out, and that I could contest the escrow rebalance after getting the paperwork in the mail. While he agreed that the math didn't seem right, he recommended making the extra payment to bring my account current now, and then once the account was reconciled they would skip a payment to balance me out. 

At this point I was afraid to be sent to collections so I paid the XXXX that Shellpoint showed past due, and I paid the new payment of XXXX again a week later. ( {$XXXX} on a $ XXXX mortgage ). 

I still have not received the escrow statement or the payment history. I requested them again today. I paid Shellpoint over {$XXXX} over and beyond my scheduled mortgage payments between XXXX and XXXX to bring my account current but I can not find any supporting financial information to back why I owed so much extra, or why the escrow account had such a severe shortage. Also, the insurance difference they claim caused the escrow shortage has no supporting documents on their site. 

On my call today I asked the representative if he could check the history of me calling to request information and he responded " there are too many notes here for me to figure that out ''. So I asked for the dates on the notes from just since XXXX. He cited XXXX, XX/XX/XXXX, XX/XX/XXXX, and XXXX. 

I'm not sure what to do here, it feels like extortion.

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