Consumer complaint received 2019-03-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: GA

Complaint narrative:
Shellpoint Mortgage Services bought my mortgage from XXXX XXXX in XX/XX/XXXX. Since this transaction, they have failed to pay my property taxes as well as told me I filed to maintain hazard insurance and was going to purchase additional insurance on my home and bill me for the fees. In XX/XX/XXXX, I received a delinquent notes form the tax office advising my property taxes were not paid. I had to call them to get that payment issued and prove they were not paid. Also in XX/XX/XXXX, I received a letter indicating I had allowed my Home owners insurance to expire and they were purchasing this on my behalf and I would be responsible for paying for this additional insurance. I have never let me insurance laps and had to provide them with the documents to prove this so they would not try to charge me additional fees. When I called Shellpoint to discuss the insurance I was advised that they did not have a customer facing department for me to discuss this situation with. I asked to be transferred to a supervisor or manager and was not transferred, but rather told they would send an email and see if I could get a return call. In XX/XX/XXXX, Shellpoint issued a duplicate payment to XXXX XXXX for my homeowners insurance. On XX/XX/XXXX, I received a call from XXXX XXXX XXXX from XXXX XXXX XXXX to discuss my concern with my account. After discussing both the Tax situation and the insurance situation with XXXX, he told me that my escrow was significantly behind and I would need to repay that amount. That the company would recalculate my monthly payment to compensate for this. I repeatedly told XXXX that in the 10+ years I have had this mortgage I have never been this behind in my escrow and there had to be an issue. I asked him to review the last few months transactions while I was on the phone and advise what happened on my account. He told me that everything was paid accurately and if there was any issues, that it was with the previous Mortgage Leander and not Shellpoint. I requested at that time a copy of my accounts transaction history to be emailed to me for review. I requested that Shellpoint review the transaction history to ensure the data was accurate as well. Once I received the document, I reviewed the data and found that my homeowners insurance had be issued to XXXX XXXX twice within 4 on this and this was the cause of the discrepancy on my account. On XX/XX/XXXX, Shellpoint received a refund from XXXX XXXX for the overpayment on my homeowners insurance policy. However, I received a letter advising me that I needed to pay $ XXXXto bring my escrow out of negative balance. I called Shellpoint on XX/XX/XXXX to discuss this once again and was unable to make contact with anyone. I was able to reach XXXX 's voicemail but have not received a return call. In the 12 years I have had the mortgage on my home I have never dealt with a more incompetent company. I feel they are not qualified to handle people 's morgana and finances. If I hadn't of looked into this matter I could have ended up paying additional fees as well as acquired leans on my property because Shellpoint is not doing their job as a Mortgage Servicing company. Shellpoint Mortgage Services has had my morgana for less than 4 months and I have had to call them numerous times to explain to them what they are not doing correctly with my mortgage. this is extremely disappointing that we entrust our home, money and life in the hands of a company that is so incompetent in the one job they are  supposed to be qualified to handle. Their customer service is horrible and they treat you like you don't know what you are talking about. Several times I tried to tell them they had messed something up and all they proceeded to do was tell me that I did not understand how an " escrow '' worked. Well I am sorry to say that I know exactly hoe an escrow works, but it should definitely be taken into consideration that the employees at Shellpoint haven't a clue how to appropriately manage mortgage contracts and peoples money. I have attached the documents for these events with the exception of the letter I received from Shellpoint where they were going to purchase hazard insurance because they advised mine had lapsed. I am not able to locate that document at this time, but I am sure Shellpoint has a record of sending it to me as well and the inbound call I made to inquire about it.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation