Consumer complaint received 11/17/2015 about Mortgage (Conventional fixed mortgage) with Shellpoint Partners, LLC (CA).
Issue: Loan servicing, payments, escrow account

Complaint: After going through a hardship and my bankruptcy chapter XXXX was discharged on XXXX XXXX, XXXX. I was offered a Settlement Reaffirmation Agreement by XXXX my second mortgage on XXXX XXXX, XXXX. I signed the documents and send them back to them as they wrote on their letter that they were going to take care of the filing with the court. I started to make my payments on XXXX XXXX as agreed, but it was until XXXX, XXXX when I called XXXX to make the XXXX payment when I find out that my account was transferred to Resurgent. 
XXXX provided me with the Resurgent 's phone number and confirmed that Resurgent was going to honor the agreement and that they had copies of all the documentation needed. 
I called Resurgent on XXXX to make the payment on the account, but my information it was not on their system yet since it was recently transferred to them. I asked them if I can send them the documents by fax and they provided me with a fax number. I faxed the documents, waited a day or XXXX until I called them again to make sure that they received it. 
When I called, the documents were already in their system, but showing a different balance. By this time it was already on XXXX, I made a payment counting for the month of XXXX and XXXX for a total amount of {$470.00} I keep calling Resurgent in a weekly basis to make sure that they updated the correct balance, based on the documentation that they had and the ones that I faxed over showing the reaffirmed amount. I requested to talk to a supervisor to look into my account and that 's when they told me that the account was going to be transferred to a manager named XXXX XXXX. I called him and left him a voicemail. 
It was until XXXX XXXX, XXXX that I received a call from XXXX XXXX XXXX where we had an argument over the payments. He said that I was behind for three months, I told him that I did send the copies of my payment. But according to him my payments were not for the amount showing on the reaffirmation documents for {$230.00} but it was for a {$470.00} a month according to their system. I told him that I had sent all the documents stating the right amount for the payments and that I had already made those payments to XXXX and to Resurgent. That I was only pending for the month of XXXX and he told me that there was no showing a payment for the month of XXXX XXXX. 
I called XXXX and request an explanation to why they did not charge the month of XXXX when I called and made the payment by check over the phone. What they told me is that by the time I made the payment of XXXX the account was transferred to Resurgent and that is the reason they did not withdrawn the payment. XXXX told me to call back to Resurgent and make the payment with them to apply it for the month of XXXX. When I called Resurgent to make the payment for XXXX and for XXXX. XXXX XXXX XXXX gave the order not to accept any payments from me. I told him that I was going to mail it and he said not to waist my time, they they were going to return it because they were not going to honor the contract that I have with the XXXX. 
Since that time I have been trying and trying, calling and calling to resolve this matter. Due to the nonresponse from Resurgent, I had to look for help and I reach XXXX of XXXX XXXX on XXXX XXXX, XXXX. But even to them it was taking a little too longer to get a response and resolve this matter. The file was sent to an attorney that volunteers, but they were honest to tell me that this requires more attention, attention that they ca n't demand to the volunteer attorney. 
I reached out to a finance help line of California XXXX XXXX XXXX. I was able to explain all this situation to an attorney and they referred me to you. They said that they have heard good results from your department and other attorneys. Hopefully you are able to help me.

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