Consumer complaint received 2017-02-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Shellpoint Partners, LLC
State: TX

Complaint narrative:
To whom it may concern I am filing a complaint against my current Mortgage Company Shell Point Mortgage. I 'm currently having trouble, regarding my mortgage payments they ca n't seem to get my account right. My mortgage was sold to Shellpoint Mortgage in XX/XX/2016, from XXXX. Prior to being sold I had to do a loan modification due to me having my XXXX from my XXXX and losing my job due to my illnesses. XXXX helped me with a loan modification. My trial payments would start in XX/XX/2016 at XXXX a month but prior of starting my trial payments I had become XXXX from the military which gives me the benefit of not having to pay taxes on my home. Prior to starting the mod, XXXX recalculated my mod payment in the amount was XXXX a month which were paid on time. On XX/XX/XXXX I had sent my payment for XX/XX/XXXX to XXXX in the amount of XXXX. XXXX informed to stop payment on check due to my mortgage being sold to Shell Point Mortgage. I contacted Shell point Mortgage to find out payment information they could not tell me anything due to them not knowing about the file. They informed me that I would receive a welcome letter in the mail which I did not receive until XX/XX/XXXX. I did received a bill saying that I owe I believe at that time {$8000.00} I had contacted Shell Point Mortgage to find out the problem and they could not tell me because their file was not completed according to them they did not have all the information. I explained what was going on with the modification and explained the XXXX a month and how XXXX came about the amount. I was told to contact XXXX myself to get their paperwork from them due to the privacy act. Shell Point could not get it to complete the file, I contacted XXXX for the paperwork they sent me the paperwork in the mail. The people at XXXX asked why I was requesting the paperwork. I needed to get it due to the privacy act. They stated that Shell Point should have called them since they sold them the account. In XX/XX/XXXX I received a welcome letter in the mail about my payments they wanted 9 payments of XXXX a month I believe it was about XXXX dollars, On XX/XX/XXXX I contacted Shell point Mortgage and the gentleman told me to go ahead and send XX/XX/XXXX and XX/XX/XXXX payment in the amount of {$1600.00} they should have everything together by then which I did and on XX/XX/XXXX Shell Point Mortgage had returned XX/XX/XXXX and XX/XX/XXXX payment because they could not accept partial payments, they are still under assumption that I still owe from XX/XX/2016. Shell point Mortgage still could not understand the XXXX a month. So nothing got solved. XX/XX/XXXX payment was sent and Shell Point Mortgage kept that payment of {$810.00}. When I called about the payment no one understood where it went at this time, now I 'm talking to a gentlemen name XXXX who was taking care of my loan and found out it was sent to XX/XX/2016 payment. Now telling him how did they accept XX/XX/XXXX payment for {$810.00} and not XX/XX/XXXX. Payment And he stated that 's where the payments are in default which did not make any sense. So I was told not to make XX/XX/XXXX payment by XXXX until this got resolved, all through XX/XX/XXXX nothing has been solved XXXX states that my payment are {$1200.00} a month even after Shell Point Mortgage was contacted by XXXX from XXXX who I believe is vice president and spoke to them directly about my account and gave them what they needed. I spoke with XXXX and explained that I was not going to pay {$1200.00} that was not my payment. So on XX/XX/XXXX XXXX called me and said it was ok for me to send my payments back to them for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, which I did on XX/XX/XXXX in total amount {$3200.00}. Which is {$810.00}, a month. XX/XX/XXXX

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