Mortgage -- Trouble during payment process -- Complaint #13329689
Complaint Overview
Complaint ID: 13329689
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Payment process
State: California
ZIP Code: 95355
Date Received: 2025-05-04T12:00:00-05:00
Date Sent to Company: 2025-05-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
last XXXX I received a letter stating that they have not received proof of insurance. I contacted my insurance company and they said that they had sent it but would send it again. In XXXX I received another letter saying that they still have not received the proof of insurance, this time I sent it to the web address they provided in the letter. XXXX weeks later I received another letter stating that they still have not received proof of insurance and they charging me with a policy from there company. I called in XXXX and talked to the insurance department, she contacted my insurance company on the phone while I was on the phone and gave them the information needed to send it over. she call me back the next day saying the they have not received it yet, so this time I sent it to wed address she gave me and the next day she called back and told me that she has all the information she needed and I would not be charged and everything had be taken care of. XXXX I get another letter saying that I owe XXXX for insurance, I called again asked about this and I was told that the matter had been taken care of and it takes time to process. XXXX weeks go by and I get another Email saying I still own for the insurance. after calling a few more times, flnally talked to someone that would address the problem. In this conversation mentioned that they have received the proof of insurance 6 times, she said if I sent them the XXXX they would send me a check for XXXX this would cover the amount I sent them plus excess escrow in my account. I did receive the check and after 6 months of calls this issue was finally solved. now XXXX receiving letters that I am 1 month behind in payments. I searched my records and found that have not missed any payments I then searched my account on line and found that they received my XXXX but did not credit it to my account. I called about this and the person I talked to said that saw the issue with the XXXX payment and would correct it. XXXX weeks later I get a letter stating that I am 1 month behind in my payments and I was getting late charges add on. after what I went through to get the insurance, am not going to go another several months calls to get this straightened out. The negligence and apathy of this company is amazing and there customer service is a joke
Frequently Asked Questions
What is Complaint #13329689 about?
Complaint #13329689 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-05-04T12:00:00-05:00.
How did Shellpoint Partners, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Shellpoint Partners, LLC?
Yes, visit the Shellpoint Partners, LLC company profile at readthecomplaint.com/company/shellpoint-partners-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.