Consumer complaint received 2021-01-11
Company: Shellpoint Partners, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
These Mortgage Services XXXX XXXX, NEWRez/Shellpoint keep flip flopping as to who is really servicing my loan service. Various days regardless of the account numbers the reps are incorrectly identifying themselves based on prior memo. I ask the responses status through CFPB for tracking. That is not happening. I forward the responses back through CFPB via US mail. This is a violation. 
We hope to agree and closed these issues. 

This is not a duplicate, As we continue, this Hostal Transaction with with costly issues, enorrious data collections and no proof of service? 
XX/XX/XXXX XXXX XXXX, As you are aware, my signed contract originated with XXXX XXXX ( 04 ), Later sold to XXXX New Rez Account # XXXX. See attached payment coupon with monthly Mortgage Calculation including contractual late fees etc. ( XX/XX/XXXX ) Signature on file transferred many times. 
1. The following is a request to review my Tax Pay History with XXXX/NewRez/Shellpoint compared with official billing of XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX records reflect actual billing dates and payment due by years starting @ XXXX. 
2. Provide money distributed from Escrow to XXXX XXXX XXXX XXXX starting XXXX to XXXX. 
3. Per my contract : Who is the financial institute that is holding these funds and? What are the transactions of in and out monies? Who authorized any and all negative balances? What interest has occurred? Outside of XXXX/NewRez/Shellpoint who is managing these collected fund XXXX present? 
4. Please provided is an Audit of all your attempts to pay / Reject payments from your Automatic Tax Pay Service : XXXX XXXX XXXX and others. All attempts to pays that were rejected? 
5. Refunds are due back to Escrow and interested per contract?

6. Please provide an Audit of Rejects including the details : When the payment was submitted ; Wire, Electronic, Date of Rejection, When was the money re-applied back to Escrow? 
7. I forwarded to you my Insurance Pay History. See Attached/ XXXX XXXX XXXX. You responded with this Hostile memo. I immediately, called customer service, stating the concern of the letter, I was informed XXXX, does not have a template addressing my verification, so, the attached memo was sent. Response : Sorry for the confusion. 
8. Your Statement illustrates Insurance Distribution? Please provide your details, Who is your assigned broker? What is their contact information? How much money have you distribute from Escrow for insurance? When does your Insurance policy expire and coverage applied? Please provide details and copy of contract? The information of proof. You forwarded statement stating insurance and taxes were distributed. I disagree. Refer to XXXX XXXX Brokers Analysis? 
9. Please provides details concerning insurance payments and distribution per your many monthly statements? 
10. The colorful attachment Chapter # XXXX Ending Bankruptcy supporting Unapplied Funds. The Federal Chapter XXXX Trustee reflect monies distributed to XXXX/NEWRez and Shellpoint. I have no agreed to withdraw monies for payment. There are contract agreement concerning these funds. Attorney XXXX XXXX, Chapter XXXX will send reports to follow-up on the current status. Replace/reverse monies immediately? 
11. The Federal Chapter XXXX Trustee, indicated {$2700.00} was submitted to XXXX, NewRez and SHELLPOINT as of XX/XX/XXXX. 
12. This distribution Account is closed, Attorney XXXX and The Chapter XXXX Trustee indicated you are notified of activity closed. 
13. In disagreement, what monies have been distributed from the Unapplied account. Who, What and Where are the purposes of your legal purpose of withdraws? 
14. A final document from the Federal Chapter XXXX pay distribution is requested for your files. 

XXXX XXXX XXXX Note : Ms. XXXX XXXX, because of XXXX, I am not able to get to the phone until after the 3rd ring.

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