Consumer complaint received 2022-02-22 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: TN

Complaint narrative:
Shellpoint Mortgage Servicing/Newrez took over my loan from Ditech In Early XXXX. I requested in writing under their instructions on XX/XX/XXXX. XXXX to take over the Escrow portion of my mortgage. I was told it would take 30 days to review my request and get me back a decision if they were going to allow me to take it over myself. At the end of XXXX I called Shellpoint asking about the decision and I was given the run around. I started sending in XXXX the Principal and Interest {$530.00}. {$190.00} Principal {$330.00} Interest. On every billing statement I placed those amounts in the boxes listed Principal and Interest. I also placed the amounts on the Money Order in the same fashion as to how to apply the payments. To date I have received nothing pertaining to this Escrow issue on my account. Again in XX/XX/XXXX I resent the hand written request to take over and be responsible for the Property Taxes and Home owners Insurance. I live five minutes away from my court house and insurance company. Paying them myself I would know they have been paid. I never received anything from Shellpoint stating they paid the insurance and taxes. That time I sent it Registered Mail and I sent it to the billing department. I received the signed receipt that they got the mail on XX/XX/XXXX. I was Again told 30 days to review, and here it is now 65 days, and all I get is junk mail from them having nothing to do with my Escrow issue, and I even went to the court house and paid my property taxes myself, and the Tax lady wrote on the receipt that I was going to be responsible for paying my own taxes, as the Shellpoint Representative told me to do and Shellpoint Mortgage would no longer be responsible for making the annual payment as the Representative from Shellpoint billing department told me to do, then fax both tax paid and paid insurance receipt back to him by the end of the business day, he would be waiting, then they would let me know something in 30 days. I went from the county court house to the XXXX XXXX agent and explained the dilemma I was trying to resolve. So she called Shellpoint, she spoke to the Representative and she was told Shellpoint pays the insurance a year in advance, and I couldnt make a payment until XX/XX/XXXX. XXXX. So it was made known I was trying to pay my insurance to Shellpoint as I was told by the other guy. However I have still heard nothing about this issue. I do continue to get billing statements showing payment dispersement not in accordance to returned payment statements and Money Order Memo Instructions. They have been placing partial payments into a unapplied area, and the rest into Escrow. I have been receiving mail from Shellpoint stating I am three months behind on my mortgage. I have all my receipts showing I am up to date on my mortgage. I have called numerous times trying to get Shellpoint to correct the issue. All they do is tell me to pay the money {$2000.00} plus, or they are going to start foreclosure process that I have till XX/XX/XXXX. They arent even subtracting the money I have sent in for the past 5 months. They dont read and they refuse to correct my account. My credit score is effected and that wont change unless Shellpoint gets my account corrected. I contacted HUD and they told me I needed to fill out a complaint against Shellpoint/Newrez Mortgage Servicing XXXXTx . I was contacted by a Shellpoint Representative on XX/XX/XXXX. I went threw the whole spill about the Escrow Issue, and I wasnt late on any payments. She got to looking into everything and saw everything I said was true. She got her manager and they both looked at the issue, and said the Escrow was the issue and they said it was on the home insurance side. She said that the insurance company needs to fill out a form that they were sending me. I am to take it to my insurance company and have them fill it out and fax back to them and once Shellpoint receives it they are supposed to enter the insurance information and that should correct the Escrow issue and allows me to handle it myself and removes Shellpoint from paying it. As of today I am still waiting for the form threw USMail. The Shellpoint Representative also found two different Escrow Shortage payments that I had sent in that was just sitting unapplied to the Escrow. She said that the unapplied amount and extra escrow would be equal to the payment Shellpoint says are delinquent. ( Which The Representative said on her screen showed only one missing payment not three ), The Representative said she made notation and corrected the issue and filed a couple complaints about the treatment that I have received these past two years while they have had my mortgage. I dont get my 1098 Interest Tax Statements either!! They refuse to send me mine so I can file my income taxes. I request it and all I get is a print copy of the portion of the Tax statement that I am supposed to keep. I never get the portion I am supposed to be sending with my tax returns!! For five months I never received a billing statement when they first took over the mortgage. But I sent in a payment every month. I constantly requested paper billing cause I dont have internet, and I need paper records for my self. I was told by the HUD councilor that if Shellpoint didnt get my account straight in 7day to call them back and they would reach out to Shellpoint on my behalf. Its the HUD Councilor who told me to file this complaint. I have all copies of everything that I have sent in correspondence, letters, check receipts, dates and times I spoke to reps. l have called and when they called me. I have everything they have sent me as well. The last mail I got was threatening to start foreclosure after XX/XX/XXXX, but I asked the Shellpoint Representative was I going to be getting more foreclosure threats. She said for me to disregard anything dealing with foreclosure. I am hoping that they get a good chewing out. The treatment and disrespect, the un professional attitude and harassment, the scare tactics, they need their license taken away!! I sure thank you for all the help. FYI I have an email address but I am not able to access it. So thats why I need paper correspondence and phone calls.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation