Consumer complaint received 2022-03-29
Company: Shellpoint Partners, LLC
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
name of the company : Shellpoint Mortgage Servicing I would like to file a complaint against Shellpoint Mortgage Servicing a summary of your concerns : I wrote a review on the company website : " One of the worst companies I have dealt with. I had my mortgage on forbearance due to COVID, and I started making payments after that. They reported to the credit bureau as missing payments. Based on the agent I talked with, they redistributed the payment to the previous months instead of the current one, without my permission or even informing me. 
In the next month, my monthly payment went higher than it should be ; I called to find out they added two insurance policies on my account at the time my insurance policies are current and active. I had to call my insurance company to send them to Shell Point fax number, which either does not work or nobody gets the documents from, so whenever you call to follow up, they would say they have not received any document. 
When you talk with them, they would never admit their mistake, instead, you have to be held responsible for their mistakes. '' I was trying to make payment back in XX/XX/XXXX, but the agent told me to wait for them to tell me when to make the payment. I followed their instructions, and I made a payment in XXXX, then, I had to leave the country due to a family emergency, my father had covid, so I informed their agent that you either send me the forbearance paperwork to sign it before I leave or I sign it when I am back, of course there was a ten days time period before I leave the States. The agent told me that she would do her best to send the paperwork before I leave, and she will inform her manager. When I was overseas, I kept getting emails that I had to sign the paperwork urgently, so I contacted the agent, XXXX XXXX, and told her that I already informed her of my situation. She asked me to contact her when I am in the states immediately, so I booked a flight to come back for five days to sign the paperwork because I was afraid that they would foreclose my property, at the time where I had to leave my father at the hospital. I signed the paperwork and left. Later, I found out that Shellpoint reported two missing payments on my credit. Then, I noticed my monthly payments were increasing on a monthly basis from {XXXX}, then {XXXX}, then {XXXX}, then {XXXX} for no reason. After many calls and being on hold, I found that they were adding insurance bills on my account at the time my insurance coverage had not expired yet, and they renew automatically whenever they are about to expire since I bought the property in XXXX. After many discussions, and phone calls, they keep asking for the new policies, but they never update it on the system. My insurance agent and I kept sending the policies every week, and every time the agent told me she/ he received the policy it just needed a week to be updated on the system. When I call the next week to follow up, the next agent tells me they do not have the insurance policy. By that time, they keep charging me for their products, and refuse to refund. Later, when they were out of the excuses of the policy not in the system, they started to ask for over insurance value, for example, if the property loan and value is XXXX, they were asking for insurance coverage of XXXX, the thing that left my insurance agent and I confused. I attached my bank payments statements and insurance statements as evidence. I would like them to be held responsible and stop their fraudulent actions, otherwise, I reject their services, they can sell it to another company. Also, I will seek legal actions. Due to their two missing payment, my score went down, and I can not refinance now.

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