Consumer complaint received 06-09-2015 about Mortgage (Conventional fixed mortgage) with Shellpoint Partners, LLC (AZ).
Issue: Loan servicing, payments, escrow account

Complaint: My mortgage is serviced by Shellpoint Mortgage Servicing. We, like so many people defaulted on our FHA mortgage during the recession. We filed Bankruptcy Chapter XXXX in XXXX of XXXX and started our plan as directed. Two months into the plan I became ill and had to leave my job. With me not working and not being able to keep up with BK plan our attorney and trustee agreed to convert to a Chapter XXXX and discharged on XXXX XXXX XXXX. At all times during the Bankruptcy our mortgage was with XXXX XXXX XXXX. We started talks with XXXX XXXX XXXX and started a loan modification in XXXX of XXXX. In mid XXXX of XXXX I received a phone call from XXXX XXXX XXXX office of the President and they would not do a modification and my loan was defaulted and sent to the FHA. They even told me that a company named Resurgent Mortgage Servicing would be taking over. For XXXX months we tried contacting Resurgent for three months we were told they had no information on us and to call back. On XXXX XXXX XXXX Resurgent filed foreclosure on us, I quess they knew who we were after all. 
Around the beginning of XXXX XXXX we received a letter from Resurgent saying they are changing their name to Shellpoint Mortgaging Servicing. 
We are almost retired and decided we wanted to fight to keep our home, it was simply too important to our future. Resurgent would n't even talk to us. Phone call after phone call they kept saying we have no information on you or your property. We were desperate, we wanted help and finally we saw a TV commercial done by the Arizona State Attorney advertising a program called SAVE OUR HOME ARIZONA. 
We made contact and found we qualified. We made our first payment on XXXX XXXX XXXX. We had our final Interview on XXXX XXXX XXXX. On XXXX XXXX XXXX we received our confirmation from the State of Arizona Department of housing that we had successfully graduated and our loan would be reinstated sending a check for XXXX which would cover full reinstatement all fees, back payments, and interest paid in full. Also a second check in the amount of XXXX for the reduction of principle also a third check to the Office of Housing FHA-Comptroller Director of Mortgage Insurance in the amount XXXX to clear FHA lien. 
Since the Reinstatement we have made every payment on time every month. Shellpoint received the Funds from the State of Arizona on XXXX XXXX XXXX it 's been a rollercoaster ride every since. It took till XXXX XXXX XXXX for Shellpoint to finally apply the funds to the account properly. The word reinstatement must be used by different people different ways. I pay every month, on time, they report to the credit bureaus as Discharged in Chapter XXXX. When I inquired, I was told to put my request in writing, and I did. They wrote back that they report to the credit bureaus as paid as agreed ( I HAVE THE LETTER ). Next when I called again they said it is the LAW, we have to report it as discharged in Chapter XXXX. There is no LAW of credit reporting, it is an agreement between the creditor and the bureau. 
For the last two months they have been hitting with a charge of {$90.00} for an appraisal fee from a year ago. I have also paid this, and they always apply the extra payment to principle. So I have to call to get it applied right so far this {$90.00} is still applied to principle. 
How are we to get rid of this high interest loan if they wo n't report the loan right? No one will touch us. We had a financial plan to refinance to a five year ARM, and in XXXX of XXXX to do a reverse mortgage, leaving us house payment free and ready to retire. 
We have ALL documentation available at your request.

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