Consumer complaint received 2024-01-23
Company: Shellpoint Partners, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Escrow, taxes, or insurance

Complaint:
I bought this property on XX/XX/XXXX me and my XXXX partner as a joint tenant on the XXXX but the Mortgage loan was under my partner XXXX XXXX name only. 
My Partner XXXX on XX/XX/XXXX, on XX/XX/XXXX I transferred the XXXX under my name. 
I contacted Shellpoint mortgage company on XX/XX/XXXX, I told them that my Partner was XXXX  on XX/XX/XXXX and I became the XXXX of the ownership, and I requested them to transfer the loan under my name and I asked them for loan modification, that time the interest rate was much lower that the interest rate on the loan. 
Shellpoint requested me to submit copy of the XXXX XXXX of my XXXX XXXX and copy of the XXXX showing my name as the only owner which I sent to them by mail and by email on XX/XX/XXXX in which I kindly asked them to transfer the loan under my name. 
On XX/XX/XXXX they replied to me that they received my information, and they would respond as soon as possible. 
I didnt Hear from Shellpoint after that, I called them they said that they several times for months to find out that and they denied me any access to the loan account or to transfer the loan under my name, As a result of having no access to the account so I could pay the monthly mortgage, I became XXXX  on XXXX. 
I kept trying phone calls until finally on XX/XX/XXXX the granted me only access to the account and they denied transferring the account under my name as a survivor of the ownership. 
I paid the mortgage all the year XXXX and part of XXXX with monthly payment {$1000.00} as it was before my partner died. 
On XXXX and XXXX, XXXX they made an error and they increased my monthly mortgage from {$1000.00} to {$1300.00}, I called on XXXX, XXXX to find out that they were charging me the extra {$370.00} to pay for home insurance which they claimed that I didnt have home insurance, I told them that they made an error and that I had home insurance policy since we bought the house on XX/XX/XXXX, I sent them copy of the insurance declaration and I had my home insurance agent XXXX XXXX XXXX them and faxing them the same document. 
On XXXX, XXXX after submitting them all the requested documents, they still continued making error and charged me again for home insurance, I had to call again and spent hours on the phone me and my insurance agent XXXX XXXX who faxed them the documents again and again, final they agreed to stop deducting any home insurance, and they promised to send me a check with all the amounts that they collected me by errors regarding my home insurance and they promised to close the XXXX account which they wrongly opened for my home insurance. 
IN XX/XX/XXXX my mortgage statement shows that they issued refund {$1500.00} + {$130.00} = for the extra amounts that they charged me for the insurance, but they returned the refund back to the XXXX account while they promised me and my insurance agent that they would issue me a check and close the XXXX account. 
AS a result of them not returning me {$1600.00} which I was expecting to pay toward my property taxes, I became XXXX. 
Shellpoint without informing me, they paid the XXXX tax amount, and they started deducting from me {$180.00} extra a month added to my monthly mortgage amount, against that amount they paid which they split to 60 month and added more than {$2500.00} as interest for only five years. 
Also Shellpoint mortgage started collecting from me by force my property tax in a monthly bases, and they made another error by charging me {$580.00} a month while my tax bill is {$2900.00} every 6 month it means {$480.00} a month, I called them several times asking them to least make correction to the monthly tax amount that they are charging me wrongly, but they never honored my request, and now the total monthly mortgage amount that they being forcing me to pay for several month jumped from {$1000.00} to {$1800.00}, almost twice, which totally broke my budget, I had to pay them my food money and my medicine money, and I am not able to have the ends meet since they started me all those extra amounts by error after error. 
I sent them emails on XX/XX/XXXX and on XX/XX/XXXX asking them to close the XXXX account and to stop paying my taxes and to let me pay my taxes on my own, but all my requests are being denied. 
I am XXXX XXXX XXXX XXXX, and I have very limited income and I am XXXX patient for 28 years but they are refusing to work with me or to give me any assistant. 
When XXXX XXXX XXXX he had a home of equity loan with XXXX XXXX, and it was also under his name only, but XXXX XXXX Accommodated as a XXXX XXXX, and they had me applying for XXXX XXXX assistant and they helped me to assume the loan under my name and they gave me a loan modification which lowered my monthly payment significantly. 
But Shell point keep denying giving me any help and keep on making errors that always end up increasing my monthly mortgage more and more. 
Please, I need help and intervention to have them closing the XXXX account, and to stop paying my taxes and to credit me with all the extra amounts that they charged me wrongly.

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