Consumer complaint received 2020-04-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NC

Complaint narrative:
I am launching a complaint against Shellpoint Mortgage Servicing and allege that it has engaged in fraudulent and possibly illegal activity in an attempt to wrongfully foreclose on my home. Since my mortgage loan was sold to Shellpoint, I have experienced the following : 1. Refused payments 2. Delayed processing of payments 3. Lost payments 4. Questionable fees applied 5. Charged excessively for lender placed insurance 6. Non-existent customer service In XXXX, my mortgage loan was serviced by XXXX XXXX. Unbeknownst to me, XXXX sold my loan to Shellpoint Mortgage Servicing effective XX/XX/XXXX. I did not get notification of the loan transfer until a couple of months later, nor did I receive monthly statements. I had continued to pay XXXX until I received the late notice. As soon as I was notified that Shellpoint was my new mortgage provider, I began redirecting payments there ; however, Shellpoint began rejecting my money orders. Shellpoint sent me a notice of default on XX/XX/XXXX. Apparently, my payments to XXXX after the transfer date were lost ; therefore, Shellpoint considered me late on my loan. To bring the loan current, I was required to repay two mortgage payments totaling {$950.00} along with a 75 % late fee of {$700.00} and a {$330.00} inspection fee. 
Because Shellpoint would not accept my money, I retained a lawyer to represent me in this matter. The lawyer sent a letter to Shellpoint on XX/XX/XXXX regarding the rejected payments and my intention to cure any alleged default. 
On XX/XX/XXXX, Shellpoint responded indicating that I was required to pay {$6000.00} good through XX/XX/XXXX, which included {$4200.00} in total payments and {$2000.00} in attorney fees. On XX/XX/XXXX, my lawyer sent a cashiers check for {$6000.00} to Shellpoint to bring my loan current. 
Although I submitted the XX/XX/XXXX payment via money order, I still received a letter from Shellpoint dated XX/XX/XXXX claiming that my XXXX payment was late, and I still owed {$520.00}. 
I continued to submit my monthly payments. Although I sent the XXXX and XXXX payments on time, the statement dated XX/XX/XXXX indicated that the payments were held until XX/XX/XXXX, once again making me late and charging late fees. 
At this point, I just didnt know what to do. I kept making payments, and Shellpoint continued to say that I was in default. I again retained the lawyer for legal representation. From that point on, I began sending payments via wire transfer, so that there would be no question as to if or when Shellpoint received the funds. The lawyer also requested that Shellpoint send monthly statements to me. 
I faithfully made the XXXX, XXXX, and XXXX payments on time ; however, the statement dated XX/XX/XXXX received by my lawyer again listed an overdue payment of {$840.00}. Around this time, Shellpoint stopped responding to my lawyer, who told me there was nothing further he could do for me if Shellpoint would not communicate with him. 
My mortgage payment increased by almost 50 % due to lender placed insurance that Shellpoint instituted. In XX/XX/XXXX, my payment increased from {$490.00} to {$720.00}, and monthly statements were still not being sent directly to me. 
I have made every payment to Shellpoint since XX/XX/XXXX. When I attempted to make the XX/XX/XXXX payment, the wire transfer was blocked. I have collected my mortgage payments since then, but Shellpoint wont allow me to make those payments, deliberately creating a situation where I can then be penalized. 
On XX/XX/XXXX, I received a notice of default. The letter was dated XX/XX/XXXX and postmarked on XX/XX/XXXX. The letter instructed that I am required to pay {$2300.00} by the same date that the letter was generated to prevent acceleration. 
I have attempted to call Shellpoint on many occasions to ask questions and resolve these issues, but my calls have been placed on hold and then dropped. Initially, my lawyer was able to get some information, but eventually gave up when Shellpoint stopped responding. It has been a struggle just to get monthly statements to understand what Im being charged. 
I am not the only one having issues with this company. There have been lawsuits filed against it in several states. Hundreds of complaints have been reported to the XXXX XXXX XXXX. 
I have worked very hard for my house. I have attempted to satisfy Shellpoint and did everything that it demanded, even if it meant making additional payments. I have done everything possible in good faith to try to get current on my mortgage loan, but Shellpoint has made that impossible. This company is engaging in criminal behavior and doing everything in its power to take my home away from me. This situation has caused me XXXX XXXX and XXXX, and I dont know where else to turn for help. I hope there is something that you can do to help me keep my home.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation