Consumer complaint received 2017-08-15
Company: Shellpoint Partners, LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I purchased my townhome in XX/XX/XXXX and I 've never been late on a mortgage payment. Shellpoint Mortgage took over my loan in XX/XX/XXXX and proceeded to tell me that I did not have insurance on my property. My Mortgage always included my Taxes and Insurance as my total payment. When they recieved my loan, they did not pull the information from my previous lender. Shellpoint notifies me in XX/XX/XXXXthat they have placed Lender Hazard insurance on my property due to the fact that they did not have the exterior policy information from my previous lender. I received a notice from Shellpoint in XX/XX/XXXX saying my mortgage payment was going to increase almost $ 400/mo due to an escrow deficiency. I immediately contacted my Homeowner 's association and had them fax over the documents on XX/XX/XXXX ( Which I have documented was included on the fax they sent to Shellpoint with proof of receipt ) I called Shellpoint on Friday, XX/XX/XXXX to confirm they recieved the documents. The associate said they did and they will re-run an escrow balance to get everything taken care of. I was told to give it a week and I will receive a letter from them with the changes. I heard nothing from them until I reached out on XX/XX/XXXX to get an update and I was told nothing was sent over. I immediately asked to speak with a Manager. I was called on that evening by a Manager stating her name was XXXX XXXX, she stated they did n't recieve the right paperwork and asked me to send her the documents from my Homeowners Insurance company, which I gladly did. I had verbal confirmation from XXXX XXXX that the document I sent her is what she needed and everything will be taken care of. She told me she would be my direct contact going forward and provided me her information. However, the information she provided me on her E-Mail signature was wrong in an effort to mislead me from calling the office to check on things. I have her correct phone number on my caller ID from when she reached out and I left multiple voicemails and sent multiple emails directly to her which all went unanswered.
I finally called back on XX/XX/XXXX and spoke with XXXX XXXX XXXX who put me through the same hurdles. After sending her the documents that I initially forwarded over to XXXX XXXX, I was specifically told that she spoke with someone in the insurance department and the escrow would be updated. I was told that when it comes time to make my payment, to call her on XX/XX/XXXX and specifically ask for her and she will be able to allow me to pay the original {$1200.00} that was what I have been paying for years.
Today is XX/XX/XXXX, I called and asked for XXXX XXXX as agreed upon and it just so happens she was not available and neither was XXXX XXXX. I spent multiple hours on the phone with a member of the insurance team today with no resolution, I was told to expect a phone call from another manager today and still as of now, which is XXXX  eastern time, I have heard nothing ... .again!
I have been going back and forth with this company for over a month and a half now with absolutely no resolution in sight.
This all could have been avoided if they had pulled my information from my previous lender properly or if ANY of their managers did their job with some follow through.

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