Consumer complaint received 2024-01-19 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Shellpoint Partners, LLC
State: OH

Complaint narrative:
In XXXX of 2022 my payment on my second mortgage went up from {$150.00} to {$430.00} when I contacted the mortgage company Shellpoint they informed me it was taxes and insurance was added to my payment I told them I pay that to my first mortgage company which they stated they had me listed as their first mortgage company I told them this loan with them was a second loan for home improvements and to look at last months payment and status then they told me I needed to provide proof from my first mortgage company which I did then they stated that I had to give them a couple weeks they will work on fixing the problem so I waited they never called back I called they said I needed to call the insurance department which I did a month goes by with them needing a bunch more info from insurance company and messaging back and forth we get the insurance all worked out then she informed me I need to talk to escrow about the taxes cause even with all the i formation I provided I needed to give them all the same info to fix it on their end so I start that process all the while they keep telling me and reassuring me they will back date all my payments and fix this but the escrow said they would have to have all the money back that they sent to the county for taxes before they can back date and it was my responsibility to call the county to get it returned to them even though it was their mistake they paid them in the first place but I call and the county said Shellpoint will have to file a return since they were the company that paid it I told shellpoint that and they said they couldnt do that so the county told me I would have to wait till the end of the year and it would eventually be refunded in the mean time they file foreclosure so I call them thry tell me it was a wrongful foreclosure and she will talk to her boss about fixing it a month goes by with no answer so I contact a attorney he sends out a letter of errors they agree to take it out of forclosure drop the fees and will modify if I pay 3 initial payments in the following 3 months for the error I made the payments and never heard from them so I call when its almost the forth month to see what was going on they stated they was still working on the modification paper work I keep calling over the next couple of months sending more information agreeing to all parties on the mortgage to sign the modification then after another couple of weeks they tell me when I called they denied the modification due to title issues which is just a few other people being on the title even though they agreed to do the Modification if we made the payments. Honestly this has been a nightmare that has been going for over a year and they will not correct the mistake they made I dont feel like I should have to pay double in tax and insurance for their mistake that they kept telling me they would fix, after about XXXX months they did fix it back to a second mortgage but will not back date my payments that they said would be taken care of because they mistakenly paid my taxes in the first place and to this day I still have no reason why they went and changed my loan from a second lean to a first lean when my first lean everything was paid to date nothing lapsed and to this date we are still hanging in limbo with no clear resolution. I feel like they dont even care to fix this problem that they caused in the first place. You never get to talk to the same person its always someone new that dont know a thing about whats going on then when they catch up on your file they say let me talk to my boss and get back to you then they never do.

Company response to consumer: Closed with explanation