Consumer complaint received 2019-06-20
Company: Shellpoint Partners, LLC
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Our original lender XXXX sold our mortgage on XX/XX/XXXX to New Penn financial, who changed their name to New Rez/Shell point mtg. Since, this happened everything has went down hill. I noticed on our monthly bill statements we were receiving in the mail, that our mortgage was being raised. Each monthly statement it got higher and higher. it went from {$1000.00} to {$1100.00} and this month its {$1200.00}. 
I called New Rez To figure out their reasoning 's as to why our mortgage kept being raised. New Rez stated it was due to taxes being raised. At which, I called the XXXX county treasurer and they stated that was NOT the case, that our taxes actually went down. Then, I called New Rez back and explained to them our taxes were not raised. So, why was our mortgage raised. then, they state it was due to an escrow shortage that occurred. New Rez states they did escrow analysis in XX/XX/XXXX and it determined the escrow shortages. I was quite shocked, because we didn't receive any written documentation of the escrow analysis or written documentation that there was an escrow shortage. Legally, we were supposed to receive the written analysis, which we did not. now that we did not receive the analysis stating that there was an escrow shortage. Our escrow shortage has grown due to that reasoning. If we would have received documentation stating there was an escrow shortage, we would have been able to prevent our escrow from being at such a high shortage. Now, our escrow shortage is at {$1300.00}. due to the fact that we weren't legally notified of theses escrow shortages and changes, we have a high escrow shortage and higher mortgage. New Rez does not communicate with us. New Rez states they sent out the escrow analysis to us. We did not receive it they then said its online. Doesn't matter it was supposed to be sent to us in writing. The fact that we have to call them, they don't call us. They only send us bills and that is it. Whenever I call asking them to provide proof, such as the analysis, payment history or other documentation they state they will send it to my email. which I confirmed that they had the correct email. I do not receive any emails from them. I then called them back and said I haven't received any emailed from New Rez. I even checked my spam folder ... New Rez stated that they have to have emails approved by supervisors before they are sent out. so, the supervisors must not be approving the documentation. 
Another, issue we are having is we pay our homeowners insurance New Rez has never paid it. But, yet they will not remove it from the escrow. They said that with an FHA loan it's required that the lender pays homeowners insurance and taxes. No, with an FHA loan it's required to maintain the escrow account. borrowers can not get rid of the escrow account. But, if the borrower wants to pay homeowners insurance that's fine. The lender can maintain the escrow and pay taxes and FHI MI insurance. But, New Rez will not allow this. New rez has been increasing our mortgage to  maintain a cushion of {$400.00} that's based off of them paying our homeowners insurance. At which we pay. So, the calculations aren't correct and they will not fix them.

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