Mortgage -- Trouble during payment process -- Complaint #5290030
Complaint Overview
Complaint ID: 5290030
Company: Shellpoint Partners, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Arizona
ZIP Code: 85254
Date Received: 2022-03-05T12:00:00-05:00
Date Sent to Company: 2022-03-05T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
XXXX XXXX XXXX XXXX took advantage of our perfect credit history and sold our loan off within 39 days after closing to what we have experienced to be a fraudulent incompetent servicer called Shellpoint Mortgage which I guess is owned by XXXX XXXX. We have tried to get support many times as they barely answer their phones, they lie about receiving simple documents such as auto pay for our loan, and never response to related fax or emails. This is disturbing as we own many houses and never had issues with normal banks but these two XXXX XXXX operations are trying it seems to force issues for home owners by not communicating now over 90 days to take auto payments perhaps attempting to force great credit worth experienced home buyers to be late so they can collect late fees. Unfortunately thats how this experience had been with XXXX XXXX now the servicer they passed us off too, shell point mortgage. Further they send threatening letters claiming our documented home insurance that we needed to close the loan with XXXX XXXX wasnt on File. We repeatedly called and sent emails to the requested communication emails with proof as did our insurance agent. Still no confirmation this was received to rectify their misappropriation of our documents they XXXX mortgage who sold us to this servicer should have organized and not harassed us by mail. They can mail stuff but cant respond when we many times to try to get them documents again to rectify their negligence. They werent even taking our information to set up an online account initially when we were transferred to shellpoint until a few days into our first Month under their contract ti service our loan. We couldnt get our new account information. Terrible fraud being perpetuated and negligence. We must investigate the process
Frequently Asked Questions
What is Complaint #5290030 about?
Complaint #5290030 was filed against Shellpoint Partners, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-03-05T12:00:00-05:00.
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.