Consumer complaint received 2019-03-18
Company: Shellpoint Partners, LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My home mortgage was transferred from XXXX XXXX ( XXXX ) to ShellpoinXXXX on XX/XX/XXXX. In XX/XX/XXXX I received a delinquent notice from my local property tax office. I called them and no payment had been made by Shellpoint ( my mortgage package includes escrow and payment of insurance and property taxes ). Shellpoint claimed to have sent the payment but had paid {$1900.00} instead of my usual approx. {$1300.00} per quarter in property tax. I finally realize the problem might be confusion about my lot number. The local tax assessor confirmed that I was right. my lot number is XXXX and shellpoint had paid the taxes for property on lot XXXX. And the amount they paid ( {$1900.00} ) was the amount due for that other property too. Then I looked on line and found a statement of my account details that listed my property lot number as XXXX, which is NOT CORRECT. Because the payment had been made in my name, the local tax assessor was willing to transfer the money from my neighbor 's account to my account and hold a credit for me in the amount overpaid by shellpoint. Now, my main concern is to get the lot number corrected as it was not my mistake. They claim that their third party tax researchers would need to look into it. On XX/XX/XXXX they told me that they'd have an answer within 48 to 72 hours. A week later, I still hadn't heard from them. When I called back to ask what they had found out, they still had no answer but I discover that they had paid an additional {$5000.00} (!!!! ) apparently this time for a county tax lien against a delinquent sewer bill. ( I pay my sewer bill every month and am currently up to date on that account as well as all other bills related to this home. ) So now I realize my escrow account has been drained to negative ( - {$3000.00} ) and it's been used two separate times to pay bills that are not mine! Meanwhile I still can't get any answer from Shellpoint and they consistently fail to call me back by the times that they  promise to get me an answer. They have told me that it will take about 6 to 8 weeks for them to get the money they paid back from the county. And they have said that, during that time, they will not use their own funds to replenish my escrow account. Escrow analysis isn't until XXXX this year so they claim this negative escrow balance will have no effect on my payments. I am not satisfied with that as I'm not confident that this won't end up becoming a bigger problem if we don't fix it now. Certainly, if I took {$7000.00} of their money and spent it without their authorization, I doubt they'd be willing to wait 6 to 8 weeks for me to make it right. They refuse to let me speak to anyone at the company 's legal department or anyone with the authority to make any real decisions. I am stuck dealing with customer service agents and their supervisors but they, of course, just do their usual scripted run-around. ( note : the supervisor who has consistently not kept his promises to get back to me is named XXXX. he is also the one who claims that it is reasonable to make me wait to get my account rectified until they can retrieve their errant payment from the local county. )

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