Consumer complaint received 2018-03-27
Company: Shellpoint Partners, LLC
State: FL
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
Since XX/XX/XXXX I have been providing all the proof that is requested to prove that my flood insurance is being paid by my primary mortgagee and that Shellpoint Mortgage is not responsible for making these payments. I don't know what happened in XX/XX/XXXX to make Shellpoint think all of a sudden they're going to pay my flood insurance also. Even though it's being paid by the primary mortgage holder. I am literally at my wits end and have gotten absolutely no where other than being promised it will be taken care of and still as of XX/XX/XXXX it still has not been taken care of and now Shellpoint has notified all the credit agencies claiming I'm delinquent in my payments. Here 's an email I sent : XXXX, Thank you so much for your response and helpful information! I really appreciate it Heres my calls to your customer service lines and my numerous conversations to them trying to get this solved once and for all. Today is XX/XX/XXXX and I have been fighting with your company about this since XX/XX/XXXX. Do you realize thats 179 days, or 5 months and 27 days I have been speaking with your Customer Service department and Im still in the exact same position, except for now Shellpoint has now reported me to the credit bureaus for late payments? And once again Im referred to Customer Service to get my problem resolved. Yes, thank you because that hasnt ever been suggested or considered. Please also refer to attachments. XX/XX/XXXX at XXXX XXXX, call lasted 34 minutes and 59 seconds. I received a call from Shellpoint Customer Service in regards to an overdue payment. This is the date this entire fiasco started. I advised the representative there was no way I could be late on my payment, in fact I am paying more than the monthly minimum as I have my bank make automatic payments to this account every two ( 2 ) weeks in the amount of {$150.00} and my payment is {$260.00}. thats when the customer service rep told me about the flood insurance being paid. I quickly advised him about XXXX XXXX being the primary mortgagee of this property and they have been paying the flood insurance since Ive had the house. He told me he made a note in the system and it would be taken care of. XX/XX/XXXX XXXX XXXX., call lasted 1 hour 6 minutes and 47 seconds. Again explained about XXXX is responsible for paying my flood insurance and still no answer on why Shellpoint all of a sudden thinks theyre supposed to pay for my flood insurance, but I keep being told it will be fixed. XX/XX/XXXX XXXX XXXX call lasted 10 minutes 44 seconds. I explained above, notes put into Shellpoints system. XX/XX/XXXX XXXX XXXX. call lasted 6 minutes 27 seconds. Explained above, notes put into Shellpoints system XX/XX/XXXX  XXXX XXXX call lasted 1 minute 19 seconds. XX/XX/XXXX XXXX XXXX   call lasted 5 minutes 23 seconds. I explained above, notes out in Shellpoints system. They may need to call me back, no problem as long as it gets fixed! XX/XX/XXXX XXXX XXXX. call lasted 1 hour, 2 minutes and 2 seconds. Initially told it was homeowners insurance that the escrow was paying after discussing determined no its flood insurance. Again I explained, told I needed to call XXXX XXXX and ask them who makes the payments for the insurance. I called XXXX XXXX ( XXXX ) and s/w XXXX who advised me it is being paid by XXXX and they are the primary mortgagee and responsible for my insurance payments. XX/XX/XXXX XXXX XXXX call lasted 37 minutes 19 seconds. Advised of updates after speaking with insurance company, will take 5-7 days to rectify. XX/XX/XXXX XXXX XXXX   call lasted 7 minutes 58 seconds. Advised of above. XX/XX/XXXX XXXX XXXX call lasted 10 minutes 46 seconds. Advised of above. XX/XX/XXXX  XXXX XXXX call lasted 29 minutes 10 seconds. XX/XX/XXXX XXXX XXXX. call lasted 44 minutes 45 seconds. XX/XX/XXXX XXXX XXXX. call lasted 19 minutes 2 seconds. XX/XX/XXXX XXXX XXXX call lasted 22 minutes 34 seconds. XX/XX/XXXX XXXX XXXX call lasted 42 minutes 16 seconds. I actually called Customer Service at XXXX on XX/XX/XXXX at XXXX XXXX, the call lasted 13 minutes and 45 seconds. I spoke with XXXX XXXX who advised shed put in a quick request for an escrow analysis and once this was fixed I would be reimbursed the payments made towards flood insurance. I asked for those funds to be applied to my principal, she advised due to legalities they were unable to do that but once I received the check then I could submit towards my principal. On XX/XX/XXXX I received a call from XXXX  in regards to my overdue payments, I advised her of my call with XXXX and this entire ongoing saga that started back in XX/XX/XXXX when Shellpoint decided they wanted to also pay for my flood insurance, even though my primary mortgagee holder ( XXXX XXXX ) is and has always paid my flood insurance. She reviewed my file and notes and advised I shouldnt receive any more calls. OnXX/XX/XXXX at XXXX XXXX Shellpoint Customer Service attempted to call me, no message left. OnXX/XX/XXXX at XXXX XXXX which lasted 9 minutes, 3 seconds. I got a call from XXXX XXXX who was calling because of my overdue payment, I again advised him of all the above, again he read the notes and told me I shouldnt receive any more calls. XX/XX/XXXXat XXXX XXXX. call lasted 30 seconds because I was unable to answer the call because I was working and in a meeting and no voice mail was left. On Sunday night XX/XX/XXXX at XXXX XXXX I received a call from Shellpoint Customer Service I told the caller it was NOT a good time! In follow up to Shellpoints call to me on a Sunday night, Monday morning XX/XX/XXXX I sent the email below and here it is XX/XX/XXXX and the problem is still NOT fixed!!! I would like to update you on my call to Shellpoint Customer Service XXXX, I called today at XXXX XXXX and just got off the phone with XXXX XXXX . XXXX advised me that XXXX XXXX opened a task yesterday ( XX/XX/XXXX ) to remove the flood insurance from my escrow account and that Shellpoint is not financially responsible for making the flood insurance payments. XXXX  also advised me that it would take 5 to 7 business days for Shellpoint to complete this task. The real question is, will it work this time? It hasnt since XX/XX/XXXX so I dont think so. Heres something I think is really funnyits a screen shot that says We put the customer first, and thats a huge factor in our success. XXXX XXXX, Co-CEO OBVIOUSLY I AM NOT ONE OF THOSE CUSTOMERS!!! Please feel free to share this email with the entire organization, it really shows how the customer is put first. Thank you, XXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX | XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Guide Protect Inspire Envision Engage Humanas Quality Improvement Program From : XXXX XXXX [ mailto : XXXX  ] Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX  ; 'XXXX ' Subject : RE : Shellpoint XXXX XXXX XXXX XXXX  Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXX Importance : High Good Morning XXXX XXXX, Attach is the email that I sent to you on Friday XX/XX/XXXX. In the email, I explained to you on how to go about getting the flood removed from your escrow. I also advised that the flood is indeed escrow. Please contact our customer service XXXX in regards to the removal of your flood from escrow. Thank you, XXXX XXXX   Insurance Department P : XXXX | F : XXXX| XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : XXXX XXXX   <XXXX> Sent : Monday,XX/XX/XXXX XXXX XXXX  To : XXXX XXXX <XXXX> ; 'XXXX  ' <XXXX> Subject : RE : Shellpoint XXXXXXXX XXXX XXXX XXXX  Address : XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX Importance : High Good morning XXXX   and XXXX , Im still getting phone calls about my account being overdue and how Shellpoint is trying to pay my flood insurance, when theyre not responsible for paying this coverage. Please see attached documents which clearly indicate that Shellpoint is the 2nd Mortgagee and that XXXX XXXX is the First Mortgagee and is solely and fully responsible for paying my Flood Insurance NOT Shellpoint! Ive also taken screen shots of the attachment proving that Shellpoint is NOT TO PAY MY FLOOD INSURANCE!!! Why doesnt your company understand the written words on this policy and continue to try to pay this flood insurance for which Shellpoint is not responsible for??? WHY DOESNT YOUR COMPANY UNDERSTAND THIS ENGLISH?????? FIX THIS ASAP!!!!!! I AM FORMALLY REQUESTING YOUR COMPANY TO RECTIFY THE REPORTING OF THESE SO-CALLED LATE PAYMENTS THAT ARE AFFECTING MY CREDIT HISTORY!!! Also, interestingly enough I received my XX/XX/XXXX XXXX form from your company and guess what? In XX/XX/XXXX I paid XXXX ( {$0.00} ) dollars in line # 5, Mortgage Insurance Premiums which is how its supposed to be with this loan and Shellpoint! So why now all of a sudden are you trying to get me to pay twice for flood insurance when Im already paying for it in my XXXX XXXX   Monthly Payments??? This is really starting to sounds like fraud to me.if this doesnt get rectified with this documentation I again have once provided, then I will pursue legal action as I feel I am being harassed, taken advantage of and this sure sounds like fraud to me if not then unethical business practices. Thank you, XXXX XXXX XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX | XXXX XXXX XXXX XXXX XXXX XXXX- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Guide Protect Inspire Envision Engage Humanas Quality Improvement Program From : XXXX XXXX [ mailto : XXXX ] Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX  Subject : Shellpoint XXXX XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX XXXX , FL XXXX Good Morning, XXXX XXXX , I have received a response back from escrow department. The Flood is indeed escrow which means we are responsible making payments to your carrier. What you can do is contact our customer service at XXXX and let them know that you would like to remove your flood insurance from the escrow. They will go over the steps with you. Thank you, XXXX XXXX Insurance Department P : XXXX | F : XXXX| XXXX XXXX

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