Consumer complaint received 2021-10-19
Company: Shellpoint Partners, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX Lendee called Ditech, the lendor to inquire on balance owed. representative from lendor gave a figure of {$2800.00} and explained that as of XXXX a new lendor would have the loan and to make to sure to call the new lendor to obtain loan account # and ways to pay. 
XXXX a statement was received from Ditech by lendee showing a balance of {$10000.00} in which {$5800.00} was supposedly escrow balance. 

the monthly payment amount since conception of loan was {$610.00}, taxes and insurance were never escrowed. 

lendee was not in default on taxes, there were 3 total paid by lendor. however it was not a necessity because lendee paid taxes via a payment plan with the county and has done so for the past 12 years. lendee was not nor has been in default for county/land/school taxes. 

XX/XX/2020, Lendee sent a letter to lendor requesting a breakdown of all charges, paid, unpaid, dates and who was paid on lendees behalf, lendee requested the information be put in a way that could be understood by common folk. lendee received a loan history summary about 60 days later. The summary was too complex to be understood. It was what is internally used by folks who know the codes for mortgages etc. 

lendee sent another on XXXX letter to lendor and the lendors attorney requesting the same information again and again requesting it be written in a way that could be understood. over 60 days later once again, lendor sent to lendee another coded internal payment summary. 

from XX/XX/2020 to XX/XX/2020 Lendee sent a total of {$19000.00} reiterating that on XXXX Lendor stated the total balance owed to that date was {$10000.00} then taking into consideration the normal mortgage payment of {$610.00} x 8 months would be a total of {$4900.00}. Since the lendor paid taxes and now forced us into an escrow payment that amount would only be {$160.00} making a total monthly payment of {$780.00}. the lendor was attempting to charge a monthly payment of {$1500.00} to pay up the escrow, pay current charges and future charges. 
Lendee paid $ XXXX in 8 months. lendee stated the total due was {$10000.00}. 8 months of regular mortgage bill and escrow charges for future escrow payments should have been {$780.00} ( total taxes per year is {$1900.00} ) making that a total of {$6200.00}. 
{$6200.00} + $ XXXX {$16000.00} $ XXXX $ XXXX - {$2700.00} ( overpayment to lendor ) lendee also is inaccurately stated that they had to force insurance on lendee due to not having home owners insurance. lendee has sent proof of such many times to lendor. Matter of fact the binder of the XXXX insurance sends the proof to lendor each time as well. therefore lendor forced lendee to pay insurance in which is part of said escrow amount as well, according to the lendee. This is a enormous mistake on lendor part and is one of the several inaccuracies that has caused the lendee to now worry about losing the only home they have. 

lendee stopped accepting payments as of XX/XX/2020 and started the forclosure proceedings.

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