Consumer complaint received 2024-10-24 00:00:00
Product: Mortgage — FHA 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: MA

Complaint narrative:
On XX/XX/year> I entered into a repayment agreement to catch up on mortgage payments because I had fallen behind. The agreement stated that I would make XXXX payments over the following 6 months. I made each of those payments. In XXXX I had lengthy conversation with the mortgage company about this repayment agreement because I wanted to ensure that all payments would be made and brought up to date so I wouldnt possible lose my house. The point of contact I spoke with at the time explained that the XXXX payments during the repayment period would have extra escrow payments because of the deficient in the escrow account at the time. He stated that the additional payments would be applied to the balance of the loan. 
At some point the mortgage was transferred and even though I made all my payments as agreed upon the new mortgage company refused to honor the repayment terms. In the terms of the repayment it stated that a modification would be approved at the end of the repayment period, shellpoint denied the modification. Shellpoimt also refused to apply the extra payments to the balance of the loan. I have tried to call them for months to rectify this situation. I have called them at least XXXX times over the past few months and no one has ever returned any of my phone calls. At this time my escrow has an overage of {$7500.00} and even though the analysis states shellpoint owes me this money back they refuse to apply it to the outstanding balance of {$3800.00}. The escrow has been accruing because they keep using the repayments as my regular payment. The repayments include an extra {$300.00} a month going into escrow and each time I make a payment the escrow grows and grows. I have tried asking them to apply it to principle to help me catch ip but they refuse. 
Basically, all the payments I made should have put me 3 months ahead of the loan but because the company refused to stop applying these extra funds to the escrow. I have been dealing with this since XXXX and no one has bothered to help me resolve this problem. Customer service just keeps opening tickets but I never hear back and then when I call the tickets have been closed with no response. I am besides myself trying to resolve this issue. I have paid back all the outstanding plus some but somehow Im still 3 months behind. I have a copy of the repayment agreement and according to that document this shouldve been all set in XXXX. Its now almost XXXX and no one has even refurned XXXX of my phone calls or complaints. 
And on top of it, they send me foreclosure threats every week but Im only 2 months behind at this point and every month I am trying to make up the deficit, even though all the money has been paid back its just sitting in an escrow account. Please help!!!

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