Consumer complaint received 2018-12-18
Company: Shellpoint Partners, LLC
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX, my mortgage was with XXXX XXXX. I had been working with them about my upcoming property tax free status at that time. I am a XXXX XXXX XXXX veteran from the VA and in the state of Maryland, I don't pay property taxes on my home. XX/XX/XXXX, I receive a letter stating that my mortgage was sold to XXXX XXXX XXXX and the turn over of all of my information would take place on XX/XX/XXXX. My property tax free status was complete with the state of Maryland on the XX/XX/XXXX and back dated to the beginning of XX/XX/XXXX. I contacted my new mortgage company on the XX/XX/XXXX and told them the same information that I told XXXX. XXXX 's tax department informed me that they would get in contact with my county to see what the new amount is once the paperwork was complete with Maryland. I told XXXX XXXX the same information that was expected from XXXX. I was told that they were going to open up a case to look into it and it would take approximately 3-4 weeks for my new payment to be updated. 

About the XX/XX/XXXX, I call XXXX XXXX to see what the status of everything is so I can make the correct payment. I was told then that they didn't see any record that I ever contacted XXXX XXXX. The representative told me that she would submit all information and I should see a status update within 7 business days. I call back again the XX/XX/XXXX to see where everything is. The representative told me that my claim was still processing. She informed me that I won't need to worry about any fees or anything since I was in a 60 day window reprieve from any late charges. 


Monday XX/XX/XXXX, I check my mail and I see several collection letters from XXXX XXXX stating I'm delinquent of payment. I immediately call XXXX XXXX to see what is going on. I was told by the first caller that she didn't see any case open for me and that my mortgage payment changed from XXXX to XXXX. I told her that my normal payment was XXXX and was only temporarily pushed north to make up for some taxes. I inquired about my escrow balance because I intended to make one mortgage payment with my escrow balance since I am property tax free. She informed me that I have a balance of - {$810.00}. They sent off property tax money without even contacting the state to see what it was supposed to me. The representative told me she could submit another claim, but seeing as how the last 2 didn't work, I demanded to speak with someone higher up. I was supposed to be transferred to her supervisor but instead hung up on. 


I call back and this time was automatically transferred to the collection agency. I spoke with a gentleman who told me that I have to do their job for them and contact the state again so they can fax or mail over the tax bill for XX/XX/XXXX. He told me that it will take at least 2 weeks after they receive that letter to update my payment and an additional 4-5 weeks after that to receive a refund of my escrow account.

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