Consumer complaint received 2017-12-29
Company: Shellpoint Partners, LLC
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Reference : Loan XXXX I am officially requesting, thru the CFPB the following. Shellpoint Mortgage Servicing reimburse me {$41.00} and transfer servicing of this loan to another loan servicing organization. 
XXXX XXXX XXXX immediately reimburses to my account the past three years tax office 2nd installment fees I have paid because of Shellpoints failure to pay my taxes in one installment, as I had requested in writing. These charges are those incurred over the past three tax years ( XX/XX/XXXX-XX/XX/XXXX, XX/XX/XXXX-XX/XX/XXXX, and XX/XX/XXXX-XX/XX/XXXX ) ( tax statement attached ). Shellpoints ineptitude has resulted in me paying a total of {$41.00} in service fees. Shellpoint should include late fees and interest as that is what I would pay if I was late on payments to their organization Tax Year Date Paid Amount Paid Amount of service fee included in 2nd installment XX/XX/XXXX-XX/XX/XXXX XX/XX/XXXX {$1900.00} {$13.00} XX/XX/XXXX-XX/XX/XXXX XX/XX/XXXX {$1900.00} {$13.00} XX/XX/XXXX-XX/XX/XXXX XX/XX/XXXX {$2200.00} {$15.00} Total owed {$41.00} Shellpoint Mortgage Servicing transfer management of this loan to another mortgage loan servicing organization. Their demonstrated ineptitude has caused me an inordinate amount of time and effort to check their actions, always discovering they have constantly failed ; year after year after year. 

For the past three years Shellpoint has consistently failed to pay my property taxes in one payment. I have called numerous times, filed complaints with CFPB, and still Shellpoint is incapable of managing to pay my taxes on this loan as I requested ( one payment, not two payments ). I am charged tax office service fees when taxes are paid in two installments. Even though Shellpoint has apologized and stated they would correct all errors, year after year they fail to accomplish this task. This year they again failed to pay my taxes in one instalment. This is especially insulting because the previous year not only did they not pay in one installment they did not even pay my taxes until XX/XX/XXXX. What a despicable error. Shellpoints letter dated XX/XX/XXXX ( attached ) stated they would credit my account for the latest tax year error. Again they were incapable of accomplishing this small task. Shellpoint has again demonstrated their incompetence by again paying only half of my tax bill. It is obvious there is no corporate oversight, no quality control, no system by which they verify their actions are complete  and correct. 

I am extremely tired of having to check Shellpoint and ensuring they do their job, which they NEVER accomplish. I have had multiple loan servicing organizations service my mortgage ( s ) over the past 27 years. Shellpoint is without a doubt the absolute worst mortgage and loan servicing organization I have experienced. Shellpoint Mortgage Servicing President and Corporate Officers should be extremely ashamed of their organizations performance. 
I will not call Shellpoint on this matter any longer. All complaints will go thru the CFPB. I have wasted an inordinate amount of time writing letters and calling customer service from Shellpoint. I am extremely tired of having to double check everything Shellpoint should be doing and having to spend time to wait for Shellpoint to correct their constant errors ; always discovering that Shellpoint never lives up to their commitment to their customer. Why do I, as a customer, have to constantly verify this organizations actions? I should be paid by Shellpoint as a Quality Control employee because they do not check their actions.

In closing Shellpoint owes my account {$41.00} for the past three years of errors in payment of my taxes. I am also requesting Shellpoint Mortgage Servicing is prohibited from servicing my loan, based on their demonstrated inability to service this loan and the property taxes associated with this mortgage.

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