Consumer complaint received 2019-08-02
Company: Shellpoint Partners, LLC
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
We have been making mortgage payments to Shellpoint Mortgage since about XX/XX/XXXX with no problems. Then last year in XXXX ( fall ) we received notification XXXX XXXX XXXX was taking the loan over. At this time, XXXX XXXX XXXX  attached our discharged mortgage to our credit. We completed our complaint with the credit bureaus. Our Mortgage originally with XXXX, taken over by XXXX XXXX XXXX during the " take over '' was discharged in XXXX through bankruptcy court ( see attached ). Meanwhile XXXX XXXX XXXX  failed to pay our property taxes and property insurance. So we made the payments. Normally this is done through our escrow. Shellpoint took the loan back from the lender in XX/XX/XXXX. We made our mortgage payments minus escrow since we paid it already, and were not refunded by XXXX XXXX XXXX. When Shellpoint took the loan back we told them what happened with XXXX XXXX XXXX. When shellpoint took the loan back they also attached the loan to our credit and again we fought to have it removed. We have continuously made our payments minus the escrow. Shellpoint is now filing for foreclosure. We have dealt with customer service, their Escalation department, left voicemails, were told we would get a call back, but have never received any calls. Only documents in the mail letting us know what our payment is. Information we already know. we have completely gone in circles with zero assistance. We filled a complaint with the XXXX and got no where. Why would or should we make a double payment because the lender doesn't communicate with the servicer? Since our loan is discharged we have had nothing but issues! It's been a terrible mess. We were also told that our loan with XXXX was a fraudulent loan. We don't know what else to say other than these two entities are committing fraud. The money we have sent them has not been applied nor does it show on our statements. During this time we also completed a Prop 8 through the county to accurately have our home assessed for property value. This changed the property tax payment amount. Shellpoint and XXXX XXXX XXXX   continued to increase our monthly payments to include an inaccurate escrow amount. They also were adding an excess of over {$3000.00} in escrow for an undisclosed reason. They have not responded as to why they needed to collect an excessive amount in comparison to taxes amount and insurance owed. At this time we are no longer going to send them any money since we don't know where our payments are going. Until we can get this resolved. We also have a re-conveyance for our property and are attaching this as well including the grant deed. 

Shellpoint Mortgage Account # XXXX ( before XXXX XXXX XXXX  took the loan in XXXX ) we had no issues until XXXX XXXX XXXX  came into the picture!! 

XXXX XXXX XXXX Account # XXXX XXXX and XX/XX/XXXX payments attached. 

Shellpoint Mortgage Account # XXXX XXXX XX/XX/XXXX after XXXX XXXX XXXX let them service the loan again since we got the debt removed from our credit )

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