Consumer complaint received 2019-11-29
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
From : XXXX XXXX XXXX, XXXX XXXX XXXX XX/XX/XXXX XXXX Via XXXX XXXX XXXX XXXX, Florida XXXX Email : XXXX Contact Mobile : XXXX Subject : Shell Point Mortgage Servicing and Shell Point Investor Companies XXXX XXXX. XXXX XXXX, XXXX, SC XXXX for notice of error or information request XXXX XXXX XXXX XXXX, XXXX, Tx, XXXX Seems to be corportate location Formal Complaint regarding imposition of a Fee as described as Property Inspection Fee and other fees monthly without proper notification and not responding to requests to remove said fees under Error Resolution Notice 32 C.F.R. # 1024.35 Mortgage Loan Number XXXX XXXX XXXX XXXX, XXXX XXXX, FL. XXXX Note. the property is a vacant lot. The property is not in forclosure and not behind in payments. 

Shell Point Mortgage Servicing has incorrectly imposed a fee described as a Property Inspection fee of {$13.00} and additonal sums as shown on monthly statements attached beginning XXXX, XXXX until present. As you can read in my emails and Letter dated XX/XX/XXXX via email to the firm directed to XXXX XXXX and copied to Mr. XXXX XXXX who hold titles as Supervisor when calling by telephone, I explained that I requested removal of the fees imposed and was told by their customer care agents @ XXXX that they would investigage and never returned my calls. My letter XX/XX/XXXX enclosed describes in detail my experience requesting they remove all overdue payments, stop imposing fees and return all fees paid to Shell Point since XXXX, XXXX. 

I am enclosing copies of Statements showing our payments have been sent promply via automatic means, imposition of Property Inspection Disbursment and accumulating overdue payments of said fees, a History of payments to Shell Point Mortgage as of XX/XX/XXXX showing property inspection fees underlined and described as Other Fees Disb. If any other information is desired, please contact me as soon as possible. 

Sincerely yours, XXXX XXXX XXXX email to Shellpoint Supervisor XXXX Thursday XX/XX/XXXX To : Shell Point Mortgage Servicing XXXX. XXXX  XXXX XXXX, SC XXXX Via USPS Via Email : CC : XXXX, XXXX, Supervisor XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Via XXXX XXXX XXXX XXXX, Florida XXXX Re :  Error Resolution Notice under 12 C.F.R # 1024.35 Mortgage Loan Number XXXX Property Address : XXXX XXXX XXXX, XXXX XXXX, Fl XXXX, Deeded Lot in XXXX XXXX, Florida Your company incorrectly imposed a Fee described as a Property Inspection Fee of {$13.00} beginning in XX/XX/XXXX Statement and shown on monthly statements since that date. I requested verbal removal of the fee and told by your customer care agent @ XXXX that the fee would not need to be paid as it was for the Investor to pay. Another call in XX/XX/XXXX after another fee of {$13.00} was imposed. I was told they would investigate. Another call to an agent indicated that the fee was being imposed, I was told, because it was required by our application for Loss Mitigation, but, we did not have to pay it. Then when we started to receive a monthly charge of {$13.00}. Another agent advised it was a late fee. Additional calls to your telephone agents then indicated it was to inspect the property because it was vacant. When I explained it was a Vacant Lot, there should be no reason to inspect a vacant lot. The agent indicated they would get back to me and never did. Further calls to your organization resulted in no return calls. 
In XX/XX/XXXX, I was able to speak to XXXX XXXX XXXX, Supervisor of telephone agents with your organization and explained the above to him. Furthermore, I indicated that such fees were normally imposed when the party is behind in their payments, but, that we have not ever been behind in our payments. At that time, he said he reviewed our records. Further, he indicated that our payments were being affected via your automated service and are up to date. I explained to him the property was a vacant lot and there should be no need to inspect it for habitation as there is no house on the property. He was not familiar why the fee was being imposed and assured me that he would call me back. He never called, and the fees continued to be charged. 
After several calls to XXXX XXXX XXXX who did not respond to my messages to call me, in XXXX I spoke with Supervisor XXXX XXXX who reviewed the file and agreed that the Property Inspection Fee should not be applied and would remove those accumulated fees. This was confirmed in email correspondence to her on XX/XX/XXXX and XX/XX/XXXX. Finally, her email response dated XX/XX/XXXX as follows : Hello Mr. XXXX, I was in the process of getting the property inspection fees removed. I was advised that the property inspection fees are being accessed because the property is vacant. The investor requires a regular inspection of the property to make sure there is not any development being done on the land. I am in the process of finding out if you are supposed to be charged for the inspection or the investor. I will update you more on this as soon as I receive more information. 
I responded by email the same day indicating that such an inspection is not the responsibility of the Mortgage holder as it is the responsibility of the County of XXXX, Florida and should not be applied. 
As of today, I have not heard from XXXX XXXX or anyone from your organization and the fee has increased to {$27.00} in the past few months. 
I request that Property Inspection Fees are not to be imposed and should be immediately removed from our statement and all fees paid by ourselves be returned by check to our address above. Please respond in writing XXXX XXXX XXXX_____________________________________ date ____________________ XXXX XXXX XXXX____________________________________ date ____________________

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