Consumer complaint received 2021-03-22
Company: Shellpoint Partners, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was sold to NewRez otherwise known as Shellpoint Partners LLC last year. Since the sale, I scheduled direct deposits from my checking account. I live in a cooperative apartment located in a flood zone. My building is required to obtain hazard insurance. I continue to get threatening letters from NewRez ( a partner & my mortgage company with Shellpoint ) that I need hazard insurance. I have lived at my home for 18 years & never paid my mortgage late. When I get these letters, I am worried about losing my home. I make an extra payment in fear that I will have my credit rating ruined. I have received letters on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & in XXXX. These letters state that they plan to buy hazard insurance. After receiving the last letter, I erroneously paid my mortgage payment plus {$700.00} over the scheduled payment on XX/XX/XXXX. When I realized that I had auto payment setup, I called immediately & spoke with XXXX XXXX ( customer service representative ). She assured me that they would not make the withdrawal. She then gave me the number to the insurance department. 
After I could not reach the insurance company for NewRez, I sent my insurance document via their website to the organization for a 2nd time. Only after taking my regular payment for {$1500.00} on its due date, Monday, XXXX, did NewRez withdraw a 2nd amount on Tuesday XXXX for {$2200.00}. I immediately called & spoke with a representative. The representative stated that they would issue a refund. They did not mention that they chose to send a check, which I have still not received yet. On Wednesday, I called again & asked to speak with a manager. The manager told me that the refund was not an ACH transfer but a paper check. I insisted that this was unacceptable & was told that the check would be stopped and an ACH would be issued. Again, on Wednesday, XXXX, I spoke with the Supervisor  XXXX. She stated that the funds would be in my account on XXXX. She also noted, after I complained, that there were overdraft fees on my banking account. I have {$2000.00} line of credit for overdraft fees yet, I still owe money to XXXX previously known as XXXX XXXX XXXX XXXX XXXX. Any monies received to my account, has now been designated to overdraft fees & insufficient funds. I called again on Thursday, XXXX & spoke with another supervisor that stated that the policy was on file. This is after XXXX had already told me that they have no access to my policy because insurance is a separate department. The second supervisor assured me that it might take until the end of the day, but she would expedite the return. I asked her to call me back when the transaction transpired & was told that they have no way to call back. 
Again, I called on Friday, XX/XX/XXXX, asking to speak with a supervisor & spoke with XXXX. He told me that there is nothing more that can be done other than an expedited return & stated that he was a lead supervisor. I had to demand that I needed to speak with his supervisor prior to him giving me access to his supervisor XXXX XXXX. XXXX was very polite & told me that he understood my concerns. He also stated that I would not need to speak with another supervisor after our conversation & that he would see to it that the funds were distributed. He also agreed to call me back even though I had been told that they are unable to call anyone back. 
Please help. Every bill collector that tries to withdraw from my account before XX/XX/XXXX, will cost me a {$30.00} insufficient fund fee & my credit is being destroyed as my credit card payment was already rejected. I can not find the XXXX notice because I must have left it at work. I need relief.

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