Consumer complaint received 2017-11-30
Company: Shellpoint Partners, LLC
State: DE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In XXXX XXXX I decided to change my auto and homeowner insurance to XXXX. I worked with a XXXX representative who forwarded my homeowner account to a third party company ( XXXX XXXX XXXX ). I was asked to provide a copy of my current declaration page to the new company so they could provide the same services. 

I was matched with a policy from XXXX XXXX XXXX XXXX for {$550.00} yearly. I also communicated the information of the new insurance company to my mortgage company ( XXXX Mortgage ). 

Shortly after my initial communication with both companies, I receive notice that my mortgage company did not have information from the new insurance company. I placed a call to XXXX and requested a declaration page be forward to the mortgage company right away. A few days passed and the insurance company stated they had not received payment from the mortgage company and I contacted the mortgage company to inquire and they were still looking for the declaration page. I did my best to work with both companies to ensure the information was received. 

XXXX had sent two letter during this time period that I believed were resolved with my phone calls between both companies. 

I believe everything had been resolved until I received my Annual Escrow Statement and my monthly mortgage was being increase by {$120.00}. On XXXX/XXXX/XXXX I contacted the Escrow department to learn that I had lender placed insurance that depleted all of the funds in escrow. I contacted the Insurance department and spoke with the supervisor XXXX XXXX XXXX XXXX XXXX ) who instructed me to see if XXXX XXXX XXXX was covering my property from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. 

The insurance company confirmed that my policy was cancelled on XXXX/XXXX/XXXX for non payment and there was no way to reinstate my policy with XXXX due to non payment. The agent was only able to setup a new policy with another company for {$810.00} annually. I agreed to this policy which was effective XXXX/XXXX/XXXX. 

I reviewed the case with the agent on XXXX/XXXX/XXXX I discovered the communication that the agency had sent to the mortgage company had been sent to the payment lockbox address p.o. XXXX XXXX, OH XXXX. 

I contacted XXXX XXXX on XXXX/XXXX/XXXX to let him know that the old policy could not be reinstated due to lack of payment and I wanted to understand what would be done about the money that was taken from my escrow account {$1300.00} as of XXXX/XXXX/XXXX. Pending two additional days of fees, estimated {$20.00}. He stated that he would investigate the case and follow up with me on XXXX/XXXX/XXXX. I explained to XXXX that XXXX had made XXXX attempts to send information to XXXX, however their letter were sent to the lockbox. ( XXXX/XXXX/XXXX bill, XXXX/XXXX/XXXX XXXX XXXX, XXXX/XXXX/XXXX Cancellation ltr ) XXXX and I contacted the insurance company by phone and they were able to confirm their attempt to communicate with XXXX XXXX. I explained that even if the communication was sent to the wrong address, it was internal and eventually should have gotten to the insurance department if the box was being managed. 

On XXXX/XXXX/XXXX I contacted XXXX XXXX to see what were the results of his investigation and he stated he had received my new policy which would be effective as of XXXX/XXXX/XXXX. However there would be no refund of the funds that were taken from the escrow acct due to the declaration page never being received and that was my responsibility. I asked what responsibility XXXX XXXX had to review the information received in their lockbox to ensure misroute items got to the correct areas for processing. I asked XXXX XXXX to explain what happened to the documents forwarded by the insurance company on the dates listed above and he stated that was outside of his area. He failed to reach out to determine what went wrong within his company because that was not his job. 

It 's unfair to take money from my escrow account for a lack of communication between two companies. I made every attempt to communicate with both companies to get them what was needed to setup my account. It is not fair for XXXX XXXX to take the position as if their company does not bear some of the responsibility for this break down in their process. Please assist me with getting a refund from XXXX XXXX and to understand where the original documents are.

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