Consumer complaint received 2025-01-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
I changed homeowner insurance companies at the end of summer XXXX. I contacted Shellpoint Mortgage by phone when I received a reimbursement check from my previous insurer XXXX XXXX XXXX XXXX XXXX XXXX ). I asked them if I should contact the insurance company and have them pay Shellpoint Mortgage since they paid my insurance premium from my escrow account. I was instructed to deposit the check and then pay Shellpoint Mortgage. I did this. I mailed a check to Shellpoint Mortgage on the date of the check, which was XX/XX/XXXX. It was check # XXXX from my XXXX XXXX checking account in the amount of {$2000.00}. I specifically noted on the check in the memo line " Apply to ESCROW Only ''. The check cleared my bank and was processed by Shellpoint Mortgage. Shellpoint Mortgage also paid my new insurance provider ( XXXX ) from my escrow account. I noticed in XXXX that I had a negative escrow balance. I instantly knew that this was because something was applied incorrectly. I have since contacted Shellpoint Mortgage on multiple occassions directly through their website about correcting the matter. I also uploaded the check for {$2000.00} along with my correspondence with the instructions that it be applied to ESCROW only. I first contacted them in XXXX of XXXX. Each time I contact them I receive a letter a few days later stating they are in receipt of my correspondence. Every letter says, " Due to the complex nature of the matter, Shellpoint respectfully requests additional time to respond fully to your inquiry ''. It's not complicated. I have received XXXX of these so far. They are dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. It has become clear to me that no time has been spent by anyone at Shellpoint looking into this matter, and I simply receive automaticlly generated form letters when I reach out to Shellpoint. On XX/XX/XXXX I called Shellpoint and finally got to speak with a person. I have an audio recording of this phone call. To sum it up ... ... ... .she said these things take time. I said it doesn't take months for someone to look into this matter and make the correction. We went over the dates of payments received by Shellpoint the last several months. It got really interesting when she mentioned that there was an extra payment received in XXXX. This was the {$2200.00} payment I made to be applied to escrow. She said it was only for {$100.00} and something ... XXXX XXXX XXXXnot {$2200.00}. I explained that the check cleared the bank and it was for {$2200.00}. I explained that all of it was supposed to be applied to escrow only. She had no explanation. I asked where the other {$2000.00} plus was applied? She did not know and said they would " have to track down the MISSING money ''. The money should not be " missing '' because I paid it ... ... .and the check cleared my bank. The conversation didn't go very well because I was pretty angry. My year end escow, principal, and interest statement for taxes is incorrect. I have no confidence anyone is trying to correct the matter and " FIND THE MISSING MONEY '' either. I have received no communication whatsoever since the phone call on XX/XX/XXXX. It has been XXXX days since the phone call ... ... ... .after XXXX communication requests through Shellpoint 's communication method on their website. In addition, I fully expect to receive a payment increase notification soon after an escrow analysis is completed showing a shortage ... ... ... ... which it should NOT. This issue is unresolved after 4 months of trying to communicate with Shellpoint Mortgage. They have done absolutely NOTHING and have not applied a {$2200.00} payment correctly ... ... ... and over {$2000.00} of it is " MISSING '' and apparently not applied anywhere on my behalf. I hope I can upload the audio recording from the XX/XX/XXXX phone call with this complaint as well. If not, I will be more than happy to send it through another manner if possible.

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