Consumer complaint received 2023-01-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: WA

Complaint narrative:
XX/XX/XXXX XXXX transferred service of my loan to Shellpoint. Just before this transfer, I ended my COVID forbearance under XXXX, and made restarted payments eff. XX/XX/XXXX but was told I had to make phone payments because underwriters were working on my account. I requested the removal of PMI based on the evaluation of my home, done by XXXX 's broker and was issued a XXXX letter XX/XX/XXXX, showing the increased value of my home, which put the value above the threshold to carry PMI. XXXX let me know that underwriters would automatically remove this, they issued the letter and it would be included with all materials when the underwriter saw it, and I would see the removal of PMI in my statements once the underwriting was complete. When I asked why an underwriter was reworking my loan, since my mortgage terms remained the same per my COVID deferral/ending agreement, a XXXX agent let me know that all those ending COVID forbearance go through underwriting and it would take minimally 45 days to complete this. All this sounded reasonable, so I waited but have yet to receive any information around the underwriting and why this was done, and its effect/if any ; there should not be any effect on my original terms. Shortly after this XXXX conversation around undewriting and request to remove PMI, I learned in late XXXX that my mortgage servicing would move to Shellpoint, with XXXX continuing to hold the note, eff. XXXX XXXX, XXXX. When I transferred, I called Shellpoint ( many times ) to ask about status of the PMI removal they said they would review that and did not have the records or any information. I stated that I have the XXXX letter and it should be in my records from XXXX. Shellpoint said they would review it after they got my records and then later told me they could not 'see ' any records prior to my mortgage being transferred to Shellpoint for servicing. It is XXXX and my account is still inaccessible online. The PMI is still on my mortgage statement/payment. I have to make my payments by phone - and when I call to request a fix, a CSA tells me they are working on it, but not before they tell me they are a 'debt collector ' and then the best they can do is submit a ticket. By law Shellpoint/any services has 60 days after transfer to provide transparency around your mortgage. I am also now being hit by Shellpoint with an escrow shortage, an increased mortgage payment ( which indicates any underwriting is likely already complete ). I spend countless hours on hold with Shellpoint attempting to resolve but with no resolution and no information from them. At times, I have spent 2 hours on hold with no one answering. Who has the TIME to wait like this and then be told they don't have the info and/or they will file an IT ticket or complaint. This is not a good servicer that leaves the consumer in the dark about payments. What I want : access to view my mortgage and terms ; information on what is now a 2nd escrow analysis ( XXXX in XXXX, a XXXX in XXXX ) ; removal of PMI based on my XXXX letter showing increased house value ; transparency around the COVID deferral/no-interest back due amount that should be shown separately from my main mortgage ( I am under same terms as prior to COVID, per my deferral agreement. ) which is now shown as being grouped in with the main mortgage with interest being charged on the combined total amount ( an increase of $ XXXX per month ). ( My total mortgage was {$510000.00} prior to my COVID deferral of 12 months. It is now showing on the paper statements that Shellpoint is sending as {$520000.00} with no breakout of the missed payments ( PITI ) from the new total mortgage balance. ( XXXX made escrow payments during my COVID forbearance ; any backdue should be tacked to end of loan, or sale/refinance. ) When I ask for clarification or correction from Shellpoint I am told they dont have my mortgage information prior to transfer, or, that I can file a complaint and they can do an analysis. They are not providing me with information around the details of my mortgage other than 2 paper billing statements and a 'hello/goodbye'/ 'welcome ' letter. Shellpoint is very simple not following the federal law regarding PMI removal, COVID deferrals and using delay tactics with the additional upfront cost being pushed to me/the consumer, while they take many more months to get information from XXXX and do an analysis. Shellpoint illegal delay tactics are costing me serious money and stress. At minimum, my interest on the mortgage should NOT be significantly and consistently higher than when I began the COVID deferral ( but it is per the 2 statements I've received ) and with PMI being removed, per law, my mortgage payment should be reduced by approx. $ XXXX {$150.00} per month. I want clarity around the ENTIRE scope/duration of my mortgage, what escrow payments have been made, what has been deferred into a zero interest account, and the removal of PMI.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with monetary relief