Consumer complaint received 2020-05-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: Shellpoint Partners, LLC
State: NC

Complaint narrative:
I recently received an intent to accelerate a foreclosure on my home. Back on XX/XX/XXXX last year I called the FHA loan servicer I had at the time ( XXXX ) and spoke with a loan officer on the phone to find out what it would take to get my XXXX payment paid. She told me on the phone XXXX is what I needed to pay to complete my XXXX payment as my XXXX file shows I had XXXX in suspense funds on XX/XX/XXXX. In good faith to complete my XXXX payment I paid XXXX on the phone with the XXXX loan officer for my XXXX payment to be completed on XX/XX/XXXX as my bank records show. XXXX did not apply this to my account as agreed would happen. I have then sent every payment I have made on this FHA loan account specified as payments on my check memo lines. My records show I mailed XXXX a letter on XX/XX/XXXX notifing them that their statement balance is not correct and my account record needs to be corrected. I then ceritified mailed another attempt to XXXX for this to happen on XXXX and also stated a cease and desist on incorrect negative reporting on my credit report needed to happen and they needed to correct my file to show what my bank records confirm I paid. Several days after I sent this letter I received notification a company called New Rez/Shellpoint Mortgage Servicing was now servicing my loan and my records confirm I emailed them on XX/XX/XXXX and again on XX/XX/XXXX once I they sent me their policy of charges that I don't agree with as they are higher than my original lender loan terms. Both emails were ignored as same with my XXXX letters I mailed. The error on this account is from the XXXX loan officer not processing my suspense funds on my payment account as agreed. My records show my XXXX and XXXX was paid on time then Covid-19 hit and my XXXX was sent certified mail as my records show was sent XXXX, XXXX, XXXX with a late fee included on check number XXXX and another check XXXX was also enclosed in this envelope for XXXX to be applied to XXXX suspense funds as a parcial payment as my memo line specifies. My records also show I sent certified mail on XXXX check XXXX for XXXX to complete the remainder of XXXX with late fee included and check XXXX for XXXX with late fee included in the same envelope. I have also sent certified mail check XXXX on XX/XX/XXXX for a XXXX payment prior to the late fee cutoff on the XXXX so this was made for regular mortgage amount. I am being harrassed with accelerated foreclosure paperwork being sent to my house even during this National Emergency and I am being harrassed to pay money I have already paid for this account to be up-to-date and current as my records clearly show along with certified mail documents. I have also had my homeowner 's insurance policy to cancel because the insurance department with New Rez/Shellpoint Mortgage Servicing did not pay my funds from my escrow account prior to the policy termination date. My records confirm my insurance company sent XXXX and it's affiliates a policy due notification out on XXXX. I have documentation that confirms my calls to the insurance department of New Rez/Shellpoint Mortgage Servicing 7 days prior to policy termination and my attorney also contacted them on the ninth for an immediate payment to be submitted and bogus tracking numbers was given as my insurance company had no choice but to terminate the policy because the tracking number provided to my attorney was no good. My records will show my insurance company sent me an insurance termination letter dated XXXX as my funds from escrow account was not submitted to them on their original notification date of XXXX that was not taken care of. So my question is what is so hard for a mortgage servicer to go and look at the same records on my account I have and move the money I paid back on XX/XX/XXXX last year and apply it to my payments as I was told by the XXXX loan officer on the phone would make my XXXX payment on time and actually a few days early as my attempt in good faith was to do upon my call to the XXXX servicer and correct this account and stop trying to ask me to double pay? Is it also not too much to ask for a mortgage servicer to pay my insurances and any other items required prior to my policy cancellations? Is it not so much to ask to not be harrassed for double payments to be submitted during an already troubling National Emergency and getting threats for an accelerated foreclosure when my records and the XXXX records show the XXXX in suspense funds and my XXXX payment I made on the phone with the loan officer so this situation would not be happening? My file of documentation is very thick on this situation and I have all the documents to show everything I have stated is the absolute truth. Will you please put a stop to this servicer doing any forclosure on my property and have them correct the file to show my payments I have made. I already have XXXX and dealing with XXXX  stuff in difficult times is uncalled for when all people have to do is their jobs and we wouldn't have these problems.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation