Consumer complaint received 2022-05-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: Shellpoint Partners, LLC
State: NY

Complaint narrative:
On or around XX/XX/XXXX, I contacted SHELLPOINT also known as NEWREZ Mortgage Servicing and requested an annual review, because I received a letter stating that I did not have House Insurance in which I payed originally in XXXX of XXXX directly to state farm. also at that time in XXXX my payments were {$3300.00}, the customer service agent explained to me that based on my monthly payments I had made and the amount of money I had in escrow that I had accumulated enough money in my escrow and due to the fact my monthly payments will go down to {$2700.00}, ( I submitted my proof with complaint ) - in which my new payments will start effectively XXXX XXXX and I made my new payments monthly I have proof of the ANNUAL ESCROW ACCOUNT DISCLOSURE STATEMENT ACCOUNT HISTORY that was sent to me back in XXXX. On XXXX of XXXX my family and I got XXXX In which I notified SHELLPOINT on XX/XX/XXXX and the customer service rep that I spoke to took down my information and my job information to verified through my job that I was XXXX Positive since I had to get weekly testing through my job in order to continue working- I was told that I would get assistance through their relief program for 3 months and that no late fees will be added, and if I needed more time just to call to get more time if I need to, mind you even though I was going through hardship as soon as I got back to work I still manage to make payments even though I was told I did not had to due to XXXX and the special program they " placed me on. I called on XXXX and spoke to another customer service rep and I asked her why no one called me or notify me about my case and to see if everything was ok. She stated the reason why I was not called or notify was because no one was working on my account - And that everything was going to be taking care of- she stated that someone will soon work in my file. On XXXX XXXX I received a letter stating that I owed {$8100.00}, I immediately called an d spoke to 4 different people which had different answers, One of the person I spoke to also said that I was having this issue due to my house insurance, came to find out another rep that I spoke to said that they gave me the wrong information and that it was not the reason why my mortgage was raised to {$3800.00} and why I have to pay the {$8400.00} starting in XXXX XXXX. I believe this was the third person I spoke to that explained to me that according to the notes that was written in my case back in XXXX & XXXX it does says that my monthly payments were being decreased to {$2700.00}, and that I also was to received extra money back this person did not answered all my questions so she transferred the call to a " Supervisor '' ( the XXXX person ) this person said The reason that I was told that my escrow is in the negative, it was because they had to pay things and that's why I am in the negative- I also stated why would you lower my monthly payment back in XXXX? look at the issue we have now? They did not had a reasonable explanation as to why they made the mistake -the only thing they said was well we do an annual review and based on that we knew you were going to be fine- Due to their mistake in lowering the monthly payments now my family & I are in danger of loosing our home- My monthly payments should have never gone down to begin with - As i was reading in the letter it also says that my payments should have never had went down, so this shows that it was on their end that made the mistake i also provided proof in where they contradict themselves. - and now because of THEIR MISTAKE MY FAMILY HAVE TO SUFFER, This is not ok. I was never notified that this would happened until XX/XX/XXXX, XXXX they should have sent out letters explaining or telling me to that this would happen a few months back. not until the day that I received the letter. It was their mistake and I believe they should fix it. I can only continue to pay my monthly payments I have XXXX kids and XXXX on the way XXXX being XXXX  and have XXXX  XXXX  which I also have to provide for XXXXXXXX XXXX XXXX XXXX... Today XXXX XX/XX/XXXX I received a certify letter from SHELLPOINT with a letter head stating " YOU MAY BE AT RISK OF FORECLOUSRE '' AT this point I need all the help in resolving this issue and that due to their mistake look what's happening.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief