Consumer complaint received 2020-08-14
Company: Shellpoint Partners, LLC
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
NewRez Shellpoint has made numerous attempts to force foreclosure on my property, beginning with buying NewPenn and this loan, changing details like due date and amount due to build up late fee charges, they have unethical watch dogs on insurance and tax accounts. I was fortunate to catch the first attempt of escrowing my homeowners insurance. Unfortunately I did not realize the lengths they would go to with the property tax : [ Begin correspondence ] This is a qualified written request under Section 6 of the Real Estate Settlement Procedures Act ( RESPA ). 

I am writing to : Request removal of the unauthorized escrow placed on my account XX/XX/XXXX I have sent 3 previous written requests since XXXX which have not been acknowledged. I have spent countless hours on the phone with your collection agents and can not reach a loan service representative no matter who I speak to or which of the three numbers listed on your correspondences. In fact, your demand-for-payment letter specifically says to call XXXX XXXX XXXX ext XXXX. I have called multiple times and each operator tells me the extension does not exist in your system. 

I have requested supervisor intervention calls multiple times and still have not spoken to anyone other than collection agents. 

This situation NewRezShellpoint has created has escalated into a concerning domino effect throughout the payment process for both my mortgage and my property taxes, even as my scheduled principal and interest payments payments continue to be posted. 
I payed my taxes in XXXX last year and miscalculated by {$140.00}. By XXXX I had payed the shortage {$150.00}. 
In the mean time, without my authorization, your agent, XXXX, hijacked my property tax account, they entered the XXXX County property tax website and changed the billing address from my address to their address. This means all requests for payment and refunds of over-payments ( the refund of my payment of {$150.00} ) was sent to XXXX address. I was never notified that this occurred and have not gotten any credit on my account for the {$150.00} payment. 
As my tax payments are scheduled over 18 months in advance, my first half payments due XX/XX/XXXX were made. Unknown to me, your agent made a payment as well, meaning that my FULL YEAR TAXES ARE PAID. And, I have repaid that tax payment to NewRez. 
Now the mortgage, tax and my checking accounts are completely out of sync and NewRez wants payment for future tax payments that won't exist. I request to speak to a loan service officer to resolve the following : A ) Audit my account payments, B ) Back out the unauthorized escrow and any consequential fees incurred since its inception, C ) Calculate the payments required to return my monthly mortgage payment to its original contracted cost of {$600.00}. 
D. ) end the escrow account [ End ] All of my requests were either ignored or finally, with one phone call to them, denied. After hanging up from that call, I immediately received a text telling me that I had requested a stop to all text message notifications. ( i had not ) I have not been able to get notifications turned back on. 
All email correspondence was also turned off on my account. The website would not let me restart either myself, I had to make more calls to get emails turned back on. However other than the incorrect payout report, I have received nothing by email. 

The intent of this process by NewRezShellpoint is clearly and attempt to force foreclosure on my property. because of their unethical business practices, as well as the many, many reviews with complaints similar to mine, I have decided to " simply '' pay off the loan. I requested an itemized payout report sent via mail and email. The report sent by email was incorrect, now It has been over a week of back and forth with many calls and call backs ( losing my cool too many times to be healthy ) due to disconnects. I still, XX/XX/XXXX, after 3 requests have not received a payout report by mail. 
I DID receive a LOSS MITIGATION packet, quite the opposite of my requested payout report. I attempted for two hours to reach my SPOC with no luck. After over 2 hours of phone calls, and multiple disconnects, ( read hangups ) i finally got to a loss mitigation rep. All he could do was verify my address phone and email, then said, " the report is in the mail '' To be honest, my concern at this time is that they wont recognize a payout and I will lose this house. Before this company bought my loan, I was in good standing with credit score of 715+ give or take a couple of questionable medical bills

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