Complaint #1776196 submitted on 02/07/2016 relating to Shellpoint Partners, LLC. Complaint relates to Mortgage Conventional fixed mortgage - Loan servicing, payments, escrow account .
Complaint was submitted via Web and sent to the company on Sunday 7th February 2016.
My mortgage servicing provider ( Shellpoint ) transferred my mortgage to another service provider ( XXXX ). This is a standard procedure and I went through the process several times before. However, this time I was not informed about the transfer from either company! Because Shellpoint had a wrong address on file I did not receive their notifications. Additionally, since the new service provider ( XXXX ) relies on the address from the previous service provider, I did not receive any communication from them either.
I found out about the transfer a few months later via a coincidence. I checked my credit report and noticed that my credit score dropped. Apparently I had a mortgage with XXXX that was more than 30 days late. I was confused as I had been making timely payments to my my mortgage provider.
I called Shellpoint and they informed me that they are not my service provider anymore and they referred me to XXXX. Both providers admitted that they had the wrong mailing address and that the mail they sent to me had been returned to them. When asked why they did not call me both service providers did n't provide an explanation. I still do n't understand why Shellpoint never tried to call me while they continued to receive my mortgage payments several months after the service transfer.
I immediately settled my balance with XXXX as they were very adamant about the outstanding balance. Working with the XXXX service providers and all three credit bureaus is very stressful and frustrating as it all could have been avoided. As of today I am still waiting for Shellpoint to reimburse me for three months of mortgage payments.
| Company | Shellpoint Partners, LLC |
| Complaint ID | 1776196 |
| Date Received | 02/07/2016 |
| Product | Mortgage Conventional fixed mortgage |
| Issue | Loan servicing, payments, escrow account |
| State/ZIP Code | TX 770XX |
| Consumer Consent | Consent provided |
| Company Public Response | Company believes complaint is the result of an isolated error |
| Company Response To Customer | Closed with explanation |
| Submitted | Web 02/07/2016 |
| Result | Timely Response: Yes, Consumer Disputed: No |
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