Consumer complaint received 2020-07-19
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been in verbal and written communication concerning an escrow issue on my property. 

History : XX/XX/XXXX - Shellpoint acquires and starts servicing my mortgage - I have no communication from Shellpoint - I reach out to Shellpoint to obtain my new account number to continue my automated payments - Shellpoint rep looks up my account, he shares with me my new account number and tells me the reason I haven't received any notices is Shellpoint has the wrong address on file - I find this very odd as Shellpoint has my mortgage details on a property that I have owned since XXXX, including insurance history from my HOA. My contact details ( phone numbers ( home and mobile ) and email address ) are also the same since XXXX, which are also on file with Shellpoint.

- I confirm all details with the customer service rep - I continue my automated payments to this new mortgage company It should be noted, I have never had escrow assessed, an issue or late payment with any mortgage company that my loan has been moved to in the past. 

XXXX XXXX - I receive my first mortgage statement from Shellpoint ( it took 4 months to get one communication ) and notice there is an escrow fee {$63.00} - I call Shellpoint and speak to XXXX in customer service to figure this out as there had been no previous communication regarding additional fees - XXXX shares Shellpoint doesn't have any record of insurance on my property so they added it, hence the escrow fee - odd again - this property has always been insured. 
- I share the property is a condo and has always had insurance and when they acquired my mortgage those details were in my file but I am happy to provide the insurance details again - My condo association sends the copy of the insurance details to Shellpoint and me on the same day, XX/XX/XXXX - XXXX also asks me to send an email with details and a copy of the insurance to the loan servicing group, which I did on XX/XX/XXXX as well. 
- XX/XX/XXXX - I receive a letter that Shellpoint is investigating and will get back to me XX/XX/XXXX - I receive another letter from Shellpoint that " due to the complex nature of the matter they request additional time to fully respond to my inquiry '' - I am still making all of my automated payments ( not including escrow ) - I resend my original email with copies of insurance again to help clarify this " complex '' issue for Shellpoint XX/XX/XXXX - I receive an email from Shellpoint titled " Final Response '' on XX/XX/XXXX - I have several issues with this letter - Date of initial inquiry was XXXX not XXXX ( not a big deal but is another example of the confusion at Shellpoint ) - Shellpoint has mishandled this whole transfer of ownership - Now, I am being asked to reimburse Shellpoint for their mishandling/confusion = {$750.00} for Lender placed insurance ( LPI ) - I believe this whole escrow business is a scam that Shellpoint is pulling on all mortgages they have acquired - millions of dollars from newly acquired " already insured '' properties by not communicating with the property owners they need new proof insurance. Telling me they had the wrong address in their system from a company that holds your mortgage? No phone call or email?? 
- Property owners should be alerted if new proof of insurance is required and given a time period to respond before LPI/escrow is attached. 
- I was not alerted or contacted in any way that Shellpoint needed new proof of insurance. 
- I followed up with Shellpoint. My HOA complied the same day and I followed up with the same details on the same day XX/XX/XXXX that we were notified new proof of insurance was needed. 

I have asked Shellpoint to have the {$750.00} fees be removed from my account and in the future be notified by any of the contact methods on file when an updated insurance certificate is needed. 

I reached out to Shellpoint via email sharing the above details on XX/XX/XXXX and have had no response from them. 

I shared the above details in a written letter to Shellpoint via a certified letter on XX/XX/XXXX and have had no response from them. # XXXX XXXX XXXX XXXX XXXX

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