Consumer complaint received 2019-07-27
Company: Shellpoint Partners, LLC
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
There are two issues. The first is our PMI that we are no longer supposed to be billed for. Our principal is below 80 %, but Shellpoint Mortgage is still charging us for PMI. We followed the procedures they instructed us to, including setting up and paying for a home appraisal with a company that Shellpoint told us to use. We submitted all the documentation, but Shellpoint had taken several weeks to give us the next steps. We eventually had the appraisal done on XX/XX/XXXX, but we are still being charged PMI. According to the standards that customer service had told me in XXXX, our final PMI payment should have been XXXX. I've asked them several times about this, including, most recently, speaking with XXXX XXXX ( customer service supervisor ) on XX/XX/XXXX, XXXX on XX/XX/XXXX, and XXXX XXXX on XX/XX/XXXX. I have spoken with other customer service people prior to this, but I can't remember who. When I spoke with XXXX on XXXX, it was after not having received a response about this from prior conversations. XXXX told me that she would find the solution and call me by the following Monday ( XXXX ). Today is XX/XX/XXXX, and I still haven't heard from her. I called on XX/XX/XXXX, and XXXX said he'd send an email to XXXX about my folllow-up since she wasn't at work that day. On XX/XX/XXXX, I still hadn't heard, so I call again and XXXX put me on hold so she could speak with XXXX, who told me that she would look into that day and call me right away. It is now XX/XX/XXXX and my next mortgage payment is due, and I've heard nothing. I've told all three customer service people that I want a credit for the extra PMI that I've paid because I will not pay for their inefficient process. I am not obligated to pay PMI, but their ineptitude has forced me to because I don't want a negative mark on my credit report. 
My second issue is that Shellpoint has shut me off from seeing my account information. I've called every month for five months to tell them that when I log in, their website displays a screen that reads " processing '', but never shows my information. I don't want to be late with payments, so I pay by phone. However, they are not giving me access to my information, which they are required to do. My first complaint about this was with XXXX several months ago, pre-dating the PMI issue. Since then, I've been told at least four times that an IT ticket would be submitted and that I would be contacted about the solution. Yet, I haven't seen my information for nearly 6 months. In my conversations with XXXX, XXXX, and XXXX, all of them told me that they'd be submitting an IT ticket. Most recently, on XX/XX/XXXX, XXXX told me that she'd submit the ticket and call me back herself within a day or two. That didn't happen either. 
My goal, which is reasonable, is for Shellpoint to remove PMI and credit me for PMI that I've overpaid. Additionally, I want immediate access to my account online.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation