Consumer complaint received 2024-11-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: KS

Complaint narrative:
My mortgage was transferred/sold from Specailized Loan Servicing to Shellpoint Mortgage in XXXX of 2024. I continued to pay my payments of {$520.00} as usual. I started receiving letters stating that I didn't have insurance coverage from XXXX XXXX-XX/XX/2024. 
I called Shellpoint and spoke with a customer service representative that told me I would have to contact my insurance company and have them send proof for the month in question. I called my insurance company and requested they send something to Shellpoint verifying I had coverage during the month of XX/XX/year>. I thought everything was taken care of until I received another letter stating they would charge me {$85.00} for coverage in XXXX. I called and spoke Shellpoint again and was told I needed to have my insurance company send something to them to verify coverage. I again called my insurance company and asked them to send something to Shellpoint, They stated they had sent something to Shellpoint verifying coverage but would send it again. On XX/XX/XXXX I received my escrow analysis for the year. It stated that I had a shortage of {$2000.00}. This shortage would increase my payments from the {$520.00} I have been paying to {$590.00} a month. I called Shellpoint again and asked why my shortage was so significant. The customer service representative made me aware that Shellpoint Mortgage paid my insurance twice in the last year. Once it was paid in XX/XX/year> {$1400.00} and then again in XX/XX/year> {$1400.00}. I was told to resolve the issue I would need to contact my insurance company and have a refund issued, While on the phone I asked why I was still receiving letters about coverage in XX/XX/year> because the insurance company has sent the verification. They again told me they haven't received anything from my insurance company : I called my insurance company and spoke with them about refunding the overpayment. They had already issued a check and sent it to Shellpoint. I again asked if they could send something to Shellpoint proving I had coverage for XXXX. They stated they have sent documents to them several times but would again. The insurance refund finally was applied to my account on XX/XX/XXXX. I called Shellpoint Mortgage again to request another escrow analysis since the refund was now in my escrow account. That analysis was done on XX/XX/XXXX. When I reviewed the analysis it showed my payments were going to increase again to {$600.00} a month. I called Shellpoint again and questioned why it was going to increase more when there was a refund made for the double payment of my insurance and I hadn't even made a payment of {$590.00} yet. I was told by the representative that is just the what it would be if I wanted to stay current on my mortgage payments I would have to pay the amount. I noticed they based the analysis off of the {$590.00} payment that was due in XXXX. I told the representative I hadn't even made a payment for that amount yet and how could a correct analysis be done based off of a payment I hadn't made. I questioned the amount to be paid in XXXX because it wasn't the right amount. The representative told me after reviewing the analysis from XXXX Shellpoint forgot to apply a {$15.00} charge and that is why my monthly payments where going to increase again in XXXX. I asked that a new escrow analysis be done based off of the {$520.00} amount I had been making for the year of 2024. The representative told me the analysis would be done on XX/XX/XXXX and someone would call me from Shellpoint to go over it with me since there had been so many problems with my account. I never received another escrow analysis, nothing was updated online and no one had called me. I again called Shellpoint to find out what was-going on with my account because the XXXX payment of {$590.00} was due on the XXXX. I was told by the representative that the escrow analysis request was in their system but now would be done by XX/XX/XXXX. I questioned the amount of the XXXX payment because it wasn't correct. It was based off of the shortage when the insurance was double paid by Shellpoint. The representative told me I would have to pay the {$590.00} to stay current on my mortgage payments. She told me that I have a grace period and could wait until the XXXX to review the new analysis without any penalties. I asked if someone would contact me to go over the analysis still. The representative told me that they don't contact people about their analysis. I explained to her the last person I spoke to told me someone would contact me. She apologized that I was misinformed. I asked about the insurance coverage in XXXX. The representative told me that it has been removed from my account because they received verification from my insurance company. 
I still haven't received the escrow analysis I requested because of the double payment of insurance and the calculations being based off of a payment that wasn't made until XX/XX/year>. I have made the payment for XXXX of {$590.00}. I know this amount isn't correct. I will now have to pay {$600.00} in XXXX. I would like for a correct analysis to be done and the opportunity to pay the shortage. I have considered paying the shortage on the XX/XX/XXXX analysis but I know it isn't correct either. 
I have been yelled at, talked over, told that is just how it is, misinformed and lied to by Shellpoint when I call them. I can't seem to get help when calling Shellpoint or anything resolved. They just keep telling me this how it is when I know my escrow account is incorrect and my monthly payment amount is incorrect.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation