Consumer complaint received 2026-04-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Lien release
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
b"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\n\nShellpoint Mortgage Servicing\nAttention: Loss Mitigation Department\nXXXX XXXX XXXX XXXX XXXX XXXX\n\nReference Number: XXXX\nSubject: Letter of Pre-Foreclosure Options\nRegarding: Shellpoint's fraudulent activity\n\nTo whom it may concern:\n\nDear Sir/Madam,\n\nWe are appalled by the receipt of your recent letter dated XXXX XXXX XXXX. After receiving a notice of certified mail at our residential mail box, we retrieved your letter from the U.S. Post Office located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX on Wednesday, XXXX XXXX XXXX.\n\nWe both are shocked and baffled as to why would we be recieving such an instrument from your office? The fact of the matter is that our account balance with your company has been paid in full since we made the final payments in XXXX, as outline in the following: \n\nAs of XXXX XXXX XXXX, our account balance was: $XXXX(XXXXpymt)= $XXXX(principal pymt)= $XXXX(XXXXpymt)= [(-$XXXX) over pymt] Credit Balance.\n\nOn XXXX XXXX XXXX we paid $XXXX, which was for our XXXX XXXX XXXX mortgage payment and on XXXX XXXX XXXX, we made a lump sum payment towards the principal of $XXXX respectively. The last payment of $XXXX submitted on XXXX XXXX XXXX was for our XXXX XXXX XXXX mortgage payment. Shellpoint never applied our XXXX payment, and per your letter falsely accused us of missing our XXXX and XXXX mortgage payments. We do not owe Shellpoint any balance outside of the {payoff quote, for the release and recording fee of $XXXX}. Shellpoint then charge us a late fee of $XXXX on XXXX XXXX XXXX for our XXXX payment which was paid, but never applied to our account, and reported false information to the Credit Bureaus stating that our account is two months delinquent. {ACCORDING TO XXXX XXXX AUDITORS OFFICE, YOUR COMPANY IS CHARGING DOUBLE THE REQUIRED AMOUNT FOR THE RELEASE AND RECORDING FEE OF $XXXX}.\n\nOn XXXX XXXX XXXX we mailed Shellpoint a cashiers check, (Chk#XXXX) in the amount ($XXXX) per their instructions via U.S. Express Mail, under tracking (#XXXX XXXX XXXX XXXX XXXX XXXX) and return receipt tracking (#XXXX XXXX XXXX XXXX XXXX XXXX. To the address as listed on the payoff quote instructions from their website: [Attention: Shellpoint Mortgage Servicing, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX].\n\n\nPrinted copies of our payment history from our online account, cashiers check, and U.S. Postal tracking are enclosed for your reference.\n\nI know that Shellpoint is aware of this, because I have had several phone conversation with your customer service representatives attempting to get a payoff quote emailed, or mailed to my attention since late XXXX. \n\nI never received an email or letter from any of the people who all swore that they would take care of it and was recording the call via entering notes of our conversation into our account history. This obviously did not happen. \n\nInstead of getting the payoff notice that we had requested, it appears that your billing department failed to apply our last payments as outlined above. On XXXX XXXX XXXX I printed a payoff quote from my online account and noticed a fee of $XXXX, so I called Shellpoint customer service to investigate, but when a representative finally anwsered the line, she seemed confused and had to place me on hold. When she returned to the call, she stated that a late fee had been assessed because our XXXX payment had not been received. I had to demand that she review my account before she would admit that Shellpoint had made a mistake. She promise to speak with her supervisor and get the fee waived, and that she would note my account of the conversation that we had about this matter. This never happened, because she lied and did not follow through after giving me her word that this would be taken care of. XXXX XXXX XXXX, at (XXXX) I called Shellpoint customer service, because after reviewing my account I noticed that the late fee had not been removed as promised. I spoke with a representative named XXXX XXXX.; I asked for a last name but she said that Shellpoint policies does not allow her to disclose her full last name with customers. XXXX, first stated that we had an unpaid balance for the months of XXXX and XXXX, but I informed her that was not correct, and she agreed after reviewing our account statement history. I told her about the previous calls to get a pay off quote and to have the late fee removed. XXXX placed me on hold to speak with her supervisor, and when she came back on the line she informed me that she had got approval to remove the late fee, because she could see our payment history, and that our account was paid in full with a credit balance. She said that we did not have to continue making monthly payments and to wait a couple of days to ensure that the fee had been credited, and then I could print off a formal pay off quote from our online account. She confirmed what that amount would be after the fee was canceled, and stated that she would update our account notes to show the same. XXXX XXXX XXXX I checked our online account and saw that XXXX had followed through on her promise, and she is the only Shellpoint employee that actually cared enough to do the right thing, by keeping her word. In fact, every representative that I had spoken with from XXXX XXXX to XXXX XXXX XXXX all said that I did not have to continue making monthly mortgage payments, because I did not owe an outstanding balance on my account, but none kept their word like XXXX did.\n\nThis brings us to XXXX XXXX XXXX (XXXX) I called Shellpoint regarding the formentioned letter, and initially spoke with XXXX XXXX, and unfortunately XXXX, only wanted to be arguementative, and at first refused to confirm the information on our account, while insisting that we were delinquent by two months, even though I kept asking her to review the notes from our account. I kept having to repeat the obvious, clear, and factual information that our account was paid in full and that we had sent the check for the pay off amount as stated above to Shellpoint. After, more than an forty five minutes of dealing with her refusal to face facts and just admit that Shellpoint had made a mistake, instead she contiued subject us to her very hostile and unpleasent attitude. Stating that we had to keep making monthly payments, while not acknowledging our XXXX payment, and credit balance. I had interupt her several times just to restate the facts to her and to demand that she review our payment history, but she was undetered, by the facts, even though I had given her the check number, and tracking number for our release and recording fees. I told her about all of the previous conversations with her colleagues, but she stated that she did not see any notes from any of the other Shellpoint employees that I had spoken with since XXXX XXXX. After coming to the conclusion that XXXX, either did not have access to our file, or that she and Shellpoint was up to something nefarious, I demanded to speak with her supervisor, which only made her more angry and she resisted, but she finally relented after I did not back down and said that she would place me on hold to get her supervisor on the line with me. After about twenty minutes on hold a person named XXXX XXXX, picked up the call and said that he was XXXX supervisor. I spent the next 30 to 40 minutes reexplaining same conversation that I had with Shellpoint employees since XXXX XXXX. He like XXXX, refuse to listen to facts and insisted that all of his other colleagues who had rightly told me that I did not have to make monthly payments were all wrong. He too refuse to review my accout information, and accused me of lying about sending the check for the release and recording fees, and he too refuse to admit that Shellpoint had in fact stolen, our XXXX XXXX payment, because they never applied it to our accout balance, as is required by our contract, and current laws. I ended the call after almost two hours on the phone with Shellpoints very poorly trained employess, and feeling that I Shellpoint is not a legitimate business, but rather a bottom feeding, low life, criminal organization. I don't know! \n\nWe mailed a letter on, XXXX XXXX XXXX responding to Shellpoint's Preforeclouser letter of demands, within the 30 day time period as outlined in Shellpoint's letter. Sent via U.S. Postal Service Priority Mail, certified with return receipt. Tracking numbers: \XXXX XXXX XXXX XXXX XXXX-Return receipt tracking: XXXX XXXX XXXX XXXX XXXX XXXX"

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