Consumer complaint received 2015-09-08 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Shellpoint Partners, LLC
State: OH

Complaint narrative:
thank you for taking the time to review my complaint. I submitted a complaint prior to this XXXX. The complaint number is XXXX. As I stated in my complaint, I was able to get more information that helped but I have a many problems dealing with Shellpoint, please allow me to explain further. 
On XX/XX/XXXX I had an appointment with my housing counselor XXXX XXXX at the XXXX ( XXXX ), we were discussing the issues with my mortgage and that Shellpoint was asking me to complete hardship paperwork. I explained to XXXX XXXX that I do not want to complete the paperwork because I have submitted the paperwork to them before and my income and resources have not changed drastically, also they are asking for too much information, and at this point I just do not trust Shellpoint at all. XXXX XXXX did explain that it is customary for most Lenders or Servicers to have borrowers complete the Hardship Affidavitt. I told her I understood that but I am not completing the application, my issue is more of a complaint than a hardship. We placed a call to Shellpoint and spoke with a Rep by the name of XXXX XXXX at ext. XXXX. I explained that I am aware that I am behind and I would like to get on a repayment plan and also have the automatic payments of XXXX set up on my account cancelled until I get caught up. There was a requirement of a pymt of XXXX to put down but I explained that I did not have the extra XXXX to put down and could the previous pymt of XXXX be used? XXXX XXXX explained that he could not use that payment but did agree to forgo the XXXX and he would call me on the XXXX of XXXX for the XXXX. We set up a repayment of XXXX for XXXX, XXXX and XXXX and XXXX XXXX was supposed to call me back on XXXX XXXX to take the XXXX payment for XXXX. I did not receive the phone nor did Shellpoint cancel the automatic deduction on the account. 
The other issue I am having is that the insurance that is on my loans with Shellpoint seem to overlap. The Master policy number is : XXXX. This policy covers loan numbers : XXXX, with effective dates of XXXX and loan XXXX with effective dates of XXXX. As you can see there is an overlap or it appears that there is XXXX policies on only XXXX loans. Please help me in sorting this out. All I want is to get back current on my loans and apply for my own homeowners insurance to get back on track and have the payments back at the modified amounts of XXXX and XXXX. I have attached the home insurance policy information for your review. As far as the conversation on XX/XX/XXXX with XXXX XXXX, my housing counselor documented the conversation. You can reach XXXX XXXX at XXXXXXXXXXXX or XXXX, XXXX. Thank you for taking the time to review my complaint, I look forward to hearing from you soon. 
PLEASE NOTE : I will have to fax the policy information, my scanner did not work. 
Sincerely, XXXX XXXX.

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